Amy Singh
Mesquite,TX
Summary
Knowledgeable about overseeing schedules, administration and training. Hardworking and detail-oriented team leader experienced in call center environments, customer service management and team leadership.
Overview
13
13
years of professional experience
Work History
Call Center Manager
Dring Air Conditioning & Heating
07.2020 - Current
- Manage CSRs, Make sure calls are being answered and scheduled, Make sure csrs are following the script and getting all information for the call, Making sure we give the next available spot when booking a customer, Manage dispatchers, Make sure the right call is on the right tech, Make sure we are updating customer if we are running late, Make sure information is correct when technician is debriefing, Make sure parts calls are being built and called once the part is in, Make sure installs for new equipment are being built, Deal with customer concerns, Manage Permits/ Make sure permits are pulled and inspections are scheduled with the city, Create list to call out on to schedule calls, Make sure the call center runs smoothly
Dispatcher/Customer Service Representative
Bacon Plumbing Heating Air Electric
10.2019 - 07.2020
- Dispatch Technicians to calls, Track the following information on the computer, Arrival Time & Departure Time, Late Arrivals, Debrief technicians, Build parts calls, Build installs of new equipment, Problems, Answer phones and respond to customer requests, Book calls in the computer system, Identify, research, and resolve customer issues using the computer system and call to schedule parts to be installed
Dispatcher/ Sales Lead Coordinator
Milestone Electric & Air
03.2015 - 10.2019
- Dispatch Technicians to calls, Track the following information on the computer, Arrival Time & Departure Time, Late Arrivals, Debrief technicians, Build parts calls, Build installs of new equipment, Problems, Answer phones and respond to customer requests, Book calls in the computer system, Identify, research, and resolve customer issues using the computer system and call to schedule parts to be installed
Dispatcher/Customer Service Representative
On Time Experts
12.2013 - 03.2015
- Organize and prioritize work assignments, Dispatch Technicians to calls, Ensure all maintenance is maintained on trucks, Prepare and generate daily written reports, Track the following information on the computer, Arrival Time & Departure Time, Late Arrivals, Problems, Verify run before technicians departure, Answer phones and respond to customer requests, Book calls in the computer system, Identify, research, and resolve customer issues using the computer system Also put technician pay into the computer/ set up and send out buzz review/ do happy checks and run reports showing what parts are in and calling to schedule parts to be installed
Dispatcher/Customer Service Representative
One Hour Air Conditioning & Heating
02.2012 - 12.2013
- Organize and prioritize work assignments, Dispatch Technicians to calls, Ensure all maintenance is maintained on trucks, Prepare and generate daily written reports, Track the following information on the computer, Arrival Time & Departure Time, Late Arrivals, Problems, Verify run before technicians departure, Answer phones and respond to customer requests, Book calls in the computer system, Identify, research, and resolve customer issues using the computer system
Customer Service Representative & Dispatcher
Hallmark AC & Heating
09.2010 - 01.2012
- Answer phones and respond to customer requests, Book calls in the computer system, Provide customers with product and service information, Upsell products and services, Identify, research, and resolve customer issues using the computer system, Follow-up on customer inquiries not immediately resolved, Complete call logs and reports, Other duties as assigned, Line out dispatch board
Education
Some College (No Degree) -
Paris Junior College
Paris, TXGED -
A& M University Commerce
Commerce, TX08.2017
Skills
- Service Titan
- Successware
- Microsoft
- Ring Central
- Professionalism and strong work ethic
- Attention to detail
Timeline
Call Center Manager
Dring Air Conditioning & Heating
07.2020 - Current
Dispatcher/Customer Service Representative
Bacon Plumbing Heating Air Electric
10.2019 - 07.2020
Dispatcher/ Sales Lead Coordinator
Milestone Electric & Air
03.2015 - 10.2019
Dispatcher/Customer Service Representative
On Time Experts
12.2013 - 03.2015
Dispatcher/Customer Service Representative
One Hour Air Conditioning & Heating
02.2012 - 12.2013
Customer Service Representative & Dispatcher
Hallmark AC & Heating
09.2010 - 01.2012
Some College (No Degree) -
Paris Junior College
GED -
A& M University Commerce
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