ANGELA MARTINEZ

Service Dispatcher Promotion 2019-Present

• Dispatch service calls to field technicians, while assessing each services requests priority, geography and skill set requirements to insure customer satisfaction.
• Coordinate with customers and vendors to schedule projects.
• Collaborated with our suppliers to complete jobs that require cranes, lifts and specialized equipment.
• Serves as a key point of contact between field staff, management, and customers to ensure seamless communication throughout the service process.
• Established strong relationships with customers by, keeping them informed and up to date on their services calls and our progress.
• Established a solid rapport with the Service Managers and Field Technicians to ensure seamless branch operation.

Customer Service 2016-2019

• Accurately created service requests via phone calls and emails
• Promptly accepted service requests using customer websites
• Investigated, resolved, and documented customer inquiries accurately and efficiently
• Served as the main liaison between customers, dispatchers, and service managers
• Trained new call center representatives on company systems, policies and procedures
• Interviewed applicants and assisted in the hiring process for new employees

• Managed several accounts by identifying and fulfilling customer needs efficiently and accurately
• Negotiated prices, terms of sale and service agreements
• Contacted regular and prospective customers to explain product features and solicit orders
• Researched and resolved accounts payable discrepancies
• Set up new accounts, established customer credit, and set up payment methods
• Corrected and updated customer custom web portal for a more efficient user experience
• Generated purchase orders to vendors and negotiated pricing for customer satisfaction

• Managed a high-volume call center
• Trained new employees on company systems, products and procedures.
• Updated employee manuals and product knowledge sheets accurately.
• Investigated and resolved customer inquiries and complaints in an empathetic manner.
• Supervised invoice processing, purchase orders, expense reports, credit memos and payment transactions.
• Managed corporate customer projects.

• Effectively managed a high-volume of inbound and outbound customer calls
• Defused volatile customer situations calmly and courteously
• Accurately documented, researched and resolved customer service issues
• Trained staff on operating procedures and company services
• Assisted customers with web, order and products issues via live chat