Carly Munoz

• Partner closely with Technician Supervisor and/or Operations, Service Center or District Manager in scheduling and dispatching of Technicians for jobs

• Coordinate jobs (startups/repairs, warranty, maintenance) and follow-up with customers about our services

• Handle customer inquiries and direct questions to the appropriate resource

• Manage and record Technicians' information regarding time, attendance, and worker's insurance claims

• Perform local office AP/AR functions (e.g., invoicing and billing customers)

• Maintain information into Enterprise Resource System, including work orders, new customer information, and technician hours for billing purposes

• Organize and coordinate processes (e.g., ordering parts, inventory, warranty administration)

• Maintained detailed service and external customer records
• Prioritize calls according to urgency and importance
• Closely monitored dispatch board to prioritize daily pickup/delivery requests
• Use radio, phone or computers to contact drivers to maintain location and changes to daily schedule
• Actively listened to customers' requests, confirming full understanding before addressing concerns and offering resolution.

• Evaluated supplies and product inventory to check for quality and quantity issues and returned unacceptable materials to vendors
• Completed timely and accurate daily logs to keep internal reporting accurate and effectively track materials movements
• Oversaw warehouse staff and maintain efficiency in a fast-paced environment
• Assisted with task delegation of member warehouse team
• Keep all documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery
• Provided updates on critical shipments to corporate departments and customers
• Operated computer system, hand-held inventory control device and calculator
• Handled day-to-day shipping and receiving overseeing packages per day
• Maintained strong vendor connections, including arranging pricing and delivery structures and managing specific shipment or paperwork concerns.

• Maintained detailed service and external customer records
• Oversaw incoming warranty replacement parts and outgoing shipments of defective products
• Acted as subject matter expert, answering internal and external questions and inquiries
• Communicated verification and authorization status updates with internal and external departments to confirm warranty status
• Communicated effectively with staff, including members of operations, service and sales
• Proved successful working within tight deadlines and a fast-paced atmosphere
• Delivered an exceptional level of service to each customer by listening to concerns and answering questions
• Actively listened to customers' requests, confirming full understanding before addressing concerns.

• Kept detailed track of all available field personnel and all in-progress and completed calls
• Evaluated and adjusted routes based on daily needs, available workers, traffic hazards and weather conditions
• Documented all changes in the computer tracking system
• Closely monitored dispatch board to prioritize daily service calls
• Increased area coverage through effective scheduling and detailed location monitoring
• Sent out drivers to assist callers based on locations, needs and worker availability
• Resolved problems, improved operations and provided exceptional service
• Delivered comprehensive bid proposals for projects and gained client approval on costs
• Maintained privacy and confidentiality of all information for existing and prospective clients to protect personal and business interests
• Increased customer satisfaction by resolving service or billing concerns
• Proved successful working within tight deadlines and a fast-paced atmosphere.

• Kept detailed track of all available field personnel and all in-progress and completed calls
• Maintained updated and detailed records of calls in physical and electronic databases
• Documented all changes in the computer tracking system
• Closely monitored dispatch board to triage and prioritize over daily calls
• Trained new employees in various procedures and gave feedback on daily work performance to increase productivity and caller satisfaction.

• Reviewed financial aid reconciliation reports, calculated amounts and verified totals on all related documentation
• Presented group training
• Developed professional training and materials for all staff
• All functions included: Document review, verification review, fund source batching, review batching, routing funds to post to students accounts.

• Processed financial aid profiles for, for profit colleges, to include undergrad and postgrad applications
• Reviewed initial financial aid applications for accuracy and compliance with reporting standards
• Designed financial aid reward packages
• Processed federal financial aid verifications per guidelines
• Complied with regulatory requirements, compliance and security policies and procedures.

• Responsible for the resolution of customer disputes regarding Visa debit card transactions, while utilizing various internal computer applications.
• Accountable for handling 30 to 60 incoming calls per day in a high-volume call center environment
• While providing the highest level of customer service.
• Improved efficiency by automating routine tasks within the fraud department, allowing more time for case investigations.

• Under direct supervision, processes customer transactions within established guidelines.
• Identifies and makes sales referrals, recommends alternate channels, cross-sells bank services and products for Wells Fargo partners, and provides superior customer service.

• Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
• Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
• Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.