Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Amelia Tolen

Service Coordinator
Eden,NC
Amelia Tolen

Summary

Results-driven Service Coordinator with solid background in coordinating and managing service operations. Possessing proven track record in effective scheduling, dispatching personnel and managing inventory for optimal performance and customer satisfaction. Highly organized, team-oriented professional with exceptional communication skills.

  • Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

12
years of professional experience

Work History

Convergence Networks
Seattle, WA

Lead Service Coordinator
02.2019 - Current

Job overview

  • Coordinates and schedules all IT support groups to ensure maximum utilization of billable resources
  • Acts as first and single contact to the client for all service requests
  • Trains and manages all dispatchers in West Coast
  • Developed efficient processes and procedures to achieve prompt delivery and completion of service projects and client requests
  • Shrunk knowledge gaps with ongoing training and close employee mentoring for new and less experienced team members.
  • Participates in meetings and discussions with internal and external stakeholders to discuss KPIs and strategies for successful completion of service projects.
  • Monitors daily progress and work quality to provide guidance and direction to engineers
  • Enhances customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.
  • Manages and coordinates service teams to achieve successful completion of service projects, while making sure SLA is met.
  • Communicates with clients and service providers to provide updates on work progress.

Householder Group

Practice Manager
05.2016 - 02.2019

Job overview

  • Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
  • Created and implemented organizational policies and procedures.
  • Communicated with clients, ensuring that financial information was kept private.
  • Compiled and prepared detailed client folders for quarterly reviews and all client meetings
  • Opened new client accounts using BranchNet LPL Finances system
  • Prepared and routed materials through LPL Compliance Program approval process for each mass marketing
  • Planned annual Client Appreciation Holiday events for 100+ clients
  • Ordered all office supplies and kept check on inventory levels.

Aviation Medicine Advisory Service

Operations Team Customer Service Representative
08.2011 - 04.2016

Job overview

  • Cross-trained and provided backup support for organizational leadership.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Implemented and developed customer service training processes.
  • Provided schedules for medical team by assigning and tracking cases for 30+ union contracts
  • Complied with latest FAA medical and health certification requirements while interacting directly with pilots, hospitals, and regional FAA contacts to collect and expedite claim requirements
  • Trained new hires on case intake duties, assisted with HIMS Seminars, triaged voicemails, email and correspondence for office
  • Utilized customer service software to manage interactions and track customer satisfaction.

Education

Douglas County High School
Castle Rock, CO

High School Diploma

Skills

  • Team Leadership
  • Meeting Facilitation
  • MS Office Expertise
  • Records Preparation
  • Document Verification
  • Time Management
  • Building Rapport and Trust
  • Telephone Communication
  • Spreadsheet Tracking
  • Microsoft SharePoint
  • Connectwise software management

Timeline

Lead Service Coordinator

Convergence Networks
02.2019 - Current

Practice Manager

Householder Group
05.2016 - 02.2019

Operations Team Customer Service Representative

Aviation Medicine Advisory Service
08.2011 - 04.2016

Douglas County High School

High School Diploma
Amelia TolenService Coordinator