Bryanna Poulsen
Bella Vista,CA
Summary
Experienced customer service professional with over 20 years of expertise in both office and retail environments. Seeking a role where I can provide support to senior staff while engaging with new and existing clients/customers. Highly skilled in organization and time management, with a proven ability to handle challenging situations with professionalism, empathy, and efficiency. Management experience has strengthened my ability to lead, resolve conflicts, and foster positive relationships. Proficient in Microsoft Office Suite, including Excel.
Overview
14
14
years of professional experience
Work History
Account Management Coordinator
Climate Pros LLC
03.2023 - Current
- Monitored and maintained client networks and refrigerant tracking systems as assigned
- Processed quotes within clients' third-party networks and internal software
- Completed invoicing in client work order systems and in-house software
- Addressed and resolved disputed invoices in a timely manner
- Managed and tracked Manufacturer warranty claims
- Coordinated with purchasing to follow up on ordered parts
- Created purchase orders for subcontractors involved in service jobs
- Followed up with clients on pending, aged, or unaccepted quotes
- Managed dispatches for review, finalization, and submission to billing
- Created documents such as agendas, minutes, and project plans using MS Office suite applications.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Provided support during special projects or initiatives when needed.
Sr. Service Coordinator
Climate Pros LLC
12.2018 - 03.2023
- Managed the dispatch process from initial service call to completion
- Received customer calls, scheduled, and coordinated service calls as they were received
- Dispatched Service Technicians to assigned calls and monitored their progress, making adjustments as necessary
- Responded to messages left overnight, ensuring timely follow-up
- Documented all activities and provided regular updates to internal teams, including Service, Account, Purchasing, and department managers
- Created dispatch tickets for all service calls and debriefed Service Technicians after each call
- Maintained and updated dispatch boards and schedules
- Forecasted workload for the next 2–3 days to ensure efficient planning
- Managed 'On-Call' schedules for Service Technicians
- Prioritized and scheduled preventative maintenance and work orders for customers
- Regularly reviewed and managed work order backlogs
- Monitored and maintained the work order network to ensure efficient operations
- Coordinated company driver deliveries and equipment to site or technicians
- Performed additional duties as required and assigned
Assistant Manager
Pet Food Express
03.2014 - 12.2018
- Company Overview: Pet Food Express Corporate - Oakland California
- Supported the Store Manager in daily operations and store functions
- Processed administrative paperwork, including purchase orders (POs), invoices, and other documentation
- Responsible for opening and closing the store
- Managed and supervised sales staff, ensuring efficient performance
- Provided coaching and development opportunities for team members
- Addressed and resolved customer concerns, ensuring satisfaction
- Assisted customers in selecting products and providing recommendations
- Maintained inventory by stocking shelves and organizing displays
- Operated the cash register and processed transactions accurately
- Managed store funds, ensuring proper handling and security
- Pet Food Express Corporate - Oakland California
Executive Assistant - Marketing Department
Pet Food Express Corporate
12.2011 - 09.2013
- Company Overview: Oakland California
- Developed and maintained efficient office systems, including data management and filing procedures
- Screened phone calls, inquiries, and requests, responding or redirecting as necessary
- Welcomed and assisted visitors, including individuals at all levels of seniority
- Managed inventory control for marketing materials and maintained project task lists
- Handled incoming emails, faxes, and mail, often corresponding on behalf of the manager
- Coordinated and attended meetings, ensuring the manager was well-prepared and liaised with clients, suppliers, and internal staff
- Oakland California
Front End Receptionist
Jrockcliff Realtors
01.2011 - 09.2013
- Company Overview: Pleasanton California
- Managed a multi-line phone system, screening and directing calls to the appropriate agents and taking messages when necessary
- Greeted visitors upon arrival, ensuring their needs were promptly addressed
- Coordinated conference room schedules, ensuring rooms were properly prepared and ready for meetings
- Assisted agents with various tasks, including copying, assembling packets, preparing outgoing mail, and managing fax correspondence
- Transitioned from a full-time to part-time role due to new career opportunities
- Pleasanton California
Education
High School Diploma -
Castro Valley High School
Castro Valley, CA06-2006
Skills
- Advanced proficiency in Microsoft Office Suite
- Outlook
- Managing high-volume multi-line phone systems
- Multitasking
- Self-motivation
- Team collaboration
- Thrives in fast-paced work environments
- Working independently
- Team management
References
References available upon request.
Timeline
Account Management Coordinator
Climate Pros LLC
03.2023 - Current
Sr. Service Coordinator
Climate Pros LLC
12.2018 - 03.2023
Assistant Manager
Pet Food Express
03.2014 - 12.2018
Executive Assistant - Marketing Department
Pet Food Express Corporate
12.2011 - 09.2013
Front End Receptionist
Jrockcliff Realtors
01.2011 - 09.2013
High School Diploma -
Castro Valley High School
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