Amira Crnalic
Savage
Summary
Results-driven operations leader with 10+ years of experience leading service operations, workforce management, dispatch optimization, and cross-functional business performance across HVAC and airline industries. Proven success improving operational efficiency, customer experience, technician productivity, and profitability through strategic leadership and process improvement. Experienced in leading high-performing teams, implementing data-driven operational strategies, and aligning service delivery with organizational growth goals.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Service & Installation Operations Manager
Turn Point Services / Total Comfort
01.2018 - Current
- Lead day-to-day operations for 8 installation crews and 15 service technicians, ensuring efficient service delivery, workforce productivity, and operational performance.
- Direct scheduling, dispatch, and workforce planning strategies to maximize technician utilization and improve response efficiency.
- Partner with executive leadership to evaluate operational performance metrics and implement improvements that strengthen service delivery and profitability.
- Increased departmental sales by 10% through operational improvements, workflow optimization, and customer retention initiatives.
- Maintained exceptional customer satisfaction standards through technician coaching, quality assurance initiatives, and service process improvements.
- Recruit, train, mentor, and develop high-performing teams while overseeing onboarding, staffing, employee performance, and retention efforts.
- Implement process improvements that reduce downtime, improve technician productivity, and streamline field operations.
- Collaborate with finance, HR, marketing, and sales teams to align operational objectives with company growth strategies.
Dispatch Manager
Total Comfort Heating & Cooling
01.2016 - 01.2018
- Managed daily dispatch operations supporting HVAC service and installation teams to ensure efficient scheduling and timely customer response.
- Optimized technician routing and workforce scheduling to improve productivity and operational efficiency.
- Implemented workflow improvements that strengthened dispatch effectiveness and service coordination.
- Trained and coached dispatch personnel on scheduling systems, operational best practices, and service coordination standards.
- Conducted audits of service records to ensure invoicing accuracy, operational compliance, and process consistency.
Operations Director
Sun Country Airlines
01.2012 - 01.2016
- Directed operational teams and managed capital budgets supporting airline ground operations and service performance.
- Analyzed financial and operational reporting to support executive decision-making and performance optimization.
- Partnered cross-functionally with sales, marketing, and service teams to improve operational outcomes and revenue performance.
- Negotiated vendor contracts and service agreements to improve cost management and operational efficiency.
- Applied continuous improvement and lean operational practices to reduce waste and increase productivity.
Operations Supervisor
Sun Country Airlines
01.2011 - 01.2012
- Supervised operational staff while coordinating logistics, workflow execution, and day-to-day operational performance.
- Improved operational procedures to reduce labor inefficiencies and strengthen productivity.
- Led employee coaching, training, and performance initiatives to support team effectiveness and service standards.
- Managed inventory coordination and operational logistics across departments.
Education
Associate Degree -
School Name (add if applicable)
Minneapolis, MinnesotaSkills
- Operations Leadership & Team Management
- Service & Field Operations Management
- Workforce Planning & Dispatch Optimization
- KPI Tracking & Performance Metrics
- Process Improvement & Operational Efficiency
- Budget Oversight & Cost Control
- Customer Experience & Retention
- Scheduling & Resource Management
- Cross-Functional Leadership
- Employee Training, Coaching & Development
- Service Delivery Optimization
- Operational Strategy & Continuous Improvement
Certification
Leadership, operations, project management, OSHA, HVAC-related operations certifications (if applicable)
Software/Systems
ServiceTitan, dispatch systems, scheduling software, Microsoft Excel, reporting tools, CRM systems, KPI dashboards
Languages
Croatian
Native or Bilingual
Timeline
Service & Installation Operations Manager
Turn Point Services / Total Comfort
01.2018 - Current
Dispatch Manager
Total Comfort Heating & Cooling
01.2016 - 01.2018
Operations Director
Sun Country Airlines
01.2012 - 01.2016
Operations Supervisor
Sun Country Airlines
01.2011 - 01.2012
Associate Degree -
School Name (add if applicable)