Almira Ponjevic
Columbia,SC
Summary
Very results-driven worker eager to begin an entry level or higher position where I can contribute to the successful operations of a company. A methodical approach to task completion and the ability to meet strict deadlines. Team player and always willing to take in extra responsibilities to assist the company and my team as needed.
Overview
16
16
years of professional experience
1
1
Certification
Work History
HVAC Dispatcher/customer Service Representative
2nd Wind Heating & Air Conditioning
Columbia, SC
08.2023 - Current
- Manage high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicate with parts drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of 12+ fleet vehicles including the plumbing department.
- Collaborate with fellow dispatchers to maintain a seamless workflow during shift changes.
- Maintained accurate records of all dispatched calls, throughout the day and days following.
- Manage conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Provide exceptional customer service to callers, remaining empathetic and patient during emergency service season.
- Promote teamwork among colleagues by proactively assisting others when needed.
- Maintain updated and detailed records of calls in physical and electronic database.
- Track delivery progress to identify possible delays and provide real-time updates to customers and management team.
- Train new dispatchers on company protocols, policies and procedures.
- Generate reports in excel to track deliveries and maintain proper records and documentation of all parts and materials ordered.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Managed high-stress situations to ensure caller calmness, using effective communication and problem-solving skills.
- Answered phone calls and responded to customer emails/voicemails.
- Monitor vehicle locations to coordinate timely arrivals.
- Utilize dispatch software to enter customer orders, deliveries and receipts in our service titan software.
lead Hvac service dispatcher
Cool Care Heating & Air Conditioning
Columbia, SC, US
08.2022 - 08.2023
- As a lead service dispatcher I am in charge Communicating with service and plumbing technicians as well as customers to determine their needs.
- Schedule and notify service/plumbing technicians of work order assignments using GPS tracking and dispatching software/service titan
- Receives check-in call from the service technicians and informs workers of the next job to respond to
- Support service technicians and management. Routing the technicians service, plumbing and commercial.
- Assign the right call to the skilled technician
- Order parts from stock or parts supply houses and update customers with availability and pricing on the repair cost
- Input information into software service titan/excel
- On call rotation week days and one weekend of each month
- Scheduling calls, return trips
- Collecting past due balances
- I also manage the customer service department with how many calls are needed for the technicians for the day and following day
- Present daily call count and priortize calls for each technician
Dispatcher/customer Service Representative
Access Heating and Air
Meridian, ID, US
02.2020 - 06.2022
- Service dispatcher for a growing company in Meridian ID, dispatch technicians through a software called service titan
- Update customers throughout the day as to where there assigned technician is at, assign the 'right call to the right tech' dispatching for profits and make sure that the tech gets his 8 hours in a day
- Debriefing the technician when the job is complete making sure the call is cleaned up in service titan with the appropriate tags, warranties, spelling of customers information confirm there is no missing information and if anything needs to be updated
- Once debriefed I give him the accurate information for his next call read off address, first last name what type of call service, Maintenance or warranty give any sort of history he may need and how much to collect, updating customer with an eta
- Filling out awaiting work order for parts ordered/parts warranty, confirming and calling parts house to make sure the technician has ordered the part and calling customer for update
- I also make sure parts restocks are in bins and ready for technicians to pick up following day or dispatch out parts runner to deliver parts restock to technicians if needed same day
- I call or text to confirm next days calls to ensure the technicians have a first call then send job details to the technicians before the end of the day so they know where they need to go in the morning
- I also reschedule calls if needed due to high demand of service calls, take phone calls when call center is in meeting or doing cold calling for maintenance calls
- I schedule service calls, estimates and maintenances and return trips if needed, I also preform other duties when needed, I know how to do install scheduling and booking, I batch all service, maintenance and warranty calls
- Also work with another software called lowes IME and make sure the technician collects through there if it is a lowes call and all information is correct and sent to the customer for signature
- Update daily technician score and let the service manager know how the technicians are doing and if changes are needed tohappen
- Assigned and reassign calls as needed due to number of techs working/number of calls on the board, move calls up if we have a lighter day to ensure tech meets his 40 hours a week
Dispatcher/customer Service Representative
Right Now Heating & Air Conditioning
Caldwell, ID, US
04.2018 - 02.2020
- Service dispatcher for a HVAC industry
- Possess a solid background in scheduling, routing, and dispatching service technicians debriefing and appointment changing/scheduling
- Provide superior coordination of service requests for technical repairs, maintenance, and service contracts while demonstrating attention to detail, flexibility, and innovation in resolving problems
- Coordinate the activities of technicians to maximize productivity and minimize costs, while assuring prompt and effective service to customers
- Strong ability to use computer aided dispatch system software
- Track and confirm location or arrival of essential parts for repair through computerized system, creating return tickets and parts tickets, notifies the technician of the destination of the component (whether it's in the warehouse, on another service vehicle, or delivered to the customer) to enable the technician to perform service required on the right calls
- Dispatching the right technician to the right calls
- Updating the customer on an estimated time of arrival or if the technician is backed up on a repair
- Assist in helping managers get on calls service technicians and updating weekend service board
- Dispatch plumbers to plumbing calls make sure all plumbers have the proper materials on trucks before sending them to the call
- Call customers with estimated times of arrivals for plumbers check on part tickets for the plumbing department appointment setting and rescheduling
- Great attention to detail and great at multitasking
Janitorial
Clearview cleaning
Garden City, ID, US
09.2013 - 04.2018
- At Clearview Cleaning's Winco foods corporate office contracted area I am tasked with janitorial maintenance, cleaning, stocking/inventory, in all maintenance room areas, following directions from supervisors to adhere to a rotation schedule of assigned quadrants working with co-workers as a team
- I maintained all cleaning solutions in accordance to OSHA requirements for hazardous chemical to ensure a safe and healthy environment for all workers involved and customers
- I would remove all finger marks and smudges from vertical surfaces, including doors, windows, light switches, every entry way
- I also was tasked with carpet cleaning, vacuuming, trash removal, handling and breaking down boxes from employees and mailroom staff, emptying recycling bins 3+ times a day
- Other duties included cleaning and deep cleaning of break rooms and restrooms 2/3 times a day
- I also followed all safety rules and guidelines for the facility as directed by Winco foods corporate office and Clearview Cleaning
Receptionist/Front Desk/truck dispatch
SPI International transportation
Kuna, ID, US
06.2009 - 11.2012
- Helped distribute employee notices and mail around the office
- Maintained a clean reception area, including lounge and associated areas
- Proficient in Microsoft Word, Microsoft PowerPoint, and various other computer skills
- Tasked with faxing, filing, printing, sorting mail, running errands, money handling, depositing/cashing checks, receiving and transferring phones calls, appointment setting and cancelling
- After approx
- 1.5 years of doing the above work upper management tasked me with dispatching trucks and finding loads for 48ft-53ft tractor trailers and reefers to go along with my receptionist/front desk duties
Education
High School Diploma -
Meridian High School
Skills
- Typing
- Commercial Cleaning
- HVAC dispatcher
- Administrative Experience
- Plumbing
- Problem solving
- Reliability
- Computer Skills
- Pricing
- Excellent communication
- Multitasking
- Bilingual (English/Croatian)
- Proficient in Microsoft Word
- Proficient in PowerPoint
- Proficient in service titan
- Ability to work under pressure
- Decision making
- Self-motivated
- Team oriented
- Problem solver
- Lifting up to 50/60lbs
- Outstanding customer service skills
- Able to perform physical tasks constantly over 8-9hr shift
- Dedicated
- Attention to detail
- Experienced with mail sorting
- Flexibility
- Team Work
- Front Desk
- Dispatch
- Data Entry
- Excel
- Logistics
- Microsoft Outlook
- Customer service
- HVAC
- Clerical Experience
Certification
Driver's license
Languages
English
Native or Bilingual
Croatian
Native or Bilingual
Timeline
HVAC Dispatcher/customer Service Representative
2nd Wind Heating & Air Conditioning
08.2023 - Current
lead Hvac service dispatcher
Cool Care Heating & Air Conditioning
08.2022 - 08.2023
Dispatcher/customer Service Representative
Access Heating and Air
02.2020 - 06.2022
Dispatcher/customer Service Representative
Right Now Heating & Air Conditioning
04.2018 - 02.2020
Janitorial
Clearview cleaning
09.2013 - 04.2018
Receptionist/Front Desk/truck dispatch
SPI International transportation
06.2009 - 11.2012
High School Diploma -
Meridian High School