BRYAN SERRANO
Forney,TX
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Bacon Plumbing Electric & Air
10.2023
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled up 150 customer inquiries via phone, text, email and suggestions courteously and professionally.
HVAC Dispatcher
Dring Air conditioning
02.2023 - 10.2023
- Improved response times by efficiently prioritizing and dispatching emergency calls.
- Enhanced communication with in field employees by maintaining updated contact information and utilizing clear, concise language during dispatches.
- Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
Dispatcher
Welborn garage
02.2022 - 01.2023
- Improved response times by efficiently prioritizing and dispatching emergency calls.
- Enhanced communication with first responders by maintaining updated contact information and utilizing clear, concise language during dispatches.
- Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Streamlined the dispatch process by organizing resources and routes, optimizing response efforts.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Directed dispatching, routing, and tracking 120 fleet vehicles in 3 different states and cities.
Home Improvement Sales
Welborn Garage Doors
08.2020 - 02.2022
- Increased customer satisfaction by providing tailored home improvement solutions and personalized consultations.
- Implemented innovative designs and techniques for various remodeling projects, enhancing overall aesthetic appeal.
- Collaborated with clients to develop comprehensive project plans, ensuring timely completion and adherence to budget constraints.
- Delivered high-quality craftsmanship through meticulous attention to detail, resulting in long-lasting improvements.
- Developed custom proposals for clients, incorporating their unique preferences and needs into the final design plan.
- Trained junior team members in industry best practices, fostering a collaborative work environment for continued growth and development.
HVAC Dispatcher
Milestone Home Service
03.2019 - 08.2020
- Improved response times by efficiently prioritizing and dispatching emergency calls.
- Enhanced communication with first responders by maintaining updated contact information and utilizing clear, concise language during dispatches.
- Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Streamlined the dispatch process by organizing resources and routes, optimizing response efforts.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Minimized potential conflicts between responding units by actively monitoring resources allocation.
- Directed dispatching, routing, and tracking 75 fleet vehicles.
Contractor
Pertex Roofing and Construction
03.2018 - 03.2019
- Improved project efficiency by streamlining communication channels and optimizing resource allocation.
- Established long-term relationships with clients, resulting in increased repeat business.
- Delivered high-quality work on time and within budget, earning positive feedback from clients.
- Negotiated contracts and agreements with vendors, securing favorable terms for the company.
- Managed multiple projects simultaneously while maintaining strict adherence to deadlines and budgets.
Porter
Town East Ford Service Center
08.2015 - 03.2018
- Enhanced customer satisfaction by efficiently transporting luggage and promptly attending to guest requests.
- Maintained a clean and welcoming environment for guests through regular cleaning of lobby, hallways, and restrooms.
- Enhanced customer satisfaction by promptly greeting and directing them to the appropriate service area.
- Increased service efficiency by maintaining a clean, organized, and well-stocked workspace for technicians.
- Assisted in reducing vehicle maintenance times with timely delivery of parts and tools to technicians.
- Improved overall cleanliness and appearance of the dealership by regularly washing and detailing vehicles on display.
- Contributed to positive customer experiences by providing shuttle transportation when necessary.
- Reduced wait times for customers through efficient organization of vehicle intake process during peak hours.
Education
No Degree -
EastField Community College
High School Diploma -
Mesquite High School
05.2015
Skills
- Multitasking
- Customer Service
- Fast Paced Environment
- Critical Thinking
- Problem Solving
- Flexibility
- Customer Education
- Live chat support
- Follow-up skills
Timeline
Customer Service Representative
Bacon Plumbing Electric & Air
10.2023
HVAC Dispatcher
Dring Air conditioning
02.2023 - 10.2023
Dispatcher
Welborn garage
02.2022 - 01.2023
Home Improvement Sales
Welborn Garage Doors
08.2020 - 02.2022
HVAC Dispatcher
Milestone Home Service
03.2019 - 08.2020
Contractor
Pertex Roofing and Construction
03.2018 - 03.2019
Porter
Town East Ford Service Center
08.2015 - 03.2018
No Degree -
EastField Community College
High School Diploma -
Mesquite High School
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