Cassandra Garofalo
Ft. Collins,CO
Summary
Knowledgeable Operations Manager with solid foundation in optimizing operational processes and driving efficiency improvements. Proven track record of managing cross-functional teams to achieve project milestones and streamline workflows. Demonstrated proficiency in strategic planning and problem-solving, ensuring continuous improvement and operational excellence.
Overview
18
18
years of professional experience
Work History
Operations Manager
Swan Heating and Air Conditioning
01.2018 - Current
- Management / over see call center
- Constant CSR interaction to assist with questions in proper call booking / rescheduling via teams, text, phone or via email
- Trainer for CSR roles / cross train the team for on going changes / efficiency / planning for failures
- Responsible for exercising discretion and independent judgement in planning, scheduling, coordinating, controlling, directing activities of all service operation resources / labor hours
- Communication amongst all departments for service, sales, installs
- Customer complaints and resolutions
- Manage billing inquiries – billing related questions, credit problems, invoices, refunds
- Run financing applications as well as process them
- Bank deposits
- Manage call center to book calls properly to produce revenue
- Manage and assign sales calls
- QA call center to ensure quality and consistency to produce results
- Maintain positive work place culture
- Run and process payroll
- New employee onboarding
- Insurance open enrollment
- Process workman's comp claims as well as vehicle claims / and insurance claims
- Strategic planning to develop and implement a plan of action / organization for the team
- Engage with customers to ensure they have a positive experience in person or over the phone
- Managing and leading staff: Delegating work effectively, setting clear expectations, and training employees
- Manage day to day operations
- Driving performance towards business goals
- Enforce business policies, procedures, and processes, build and implement SOPs
- Resolves internal and external conflicts through mediation
- Develop and maintain relationships with customers, vendors, and partners
- Rebates
Office Manager / Dispatcher
AireServ Heating & Air Conditioning
01.2016 - 01.2018
- Directly responsible for the administration, HR, accounting, payroll and customer service
- Dispatcher for 5 years
- Proven work experience as a team leader or supervisor
- Excellent communication and leadership skills
- Detail oriented and highly organized with exceptional follow-through abilities
- Operates computer, copy machine and other standard office equipment
- Proficient with Word, Excel, QuickBooks, etc
- Establishes and implements office routines and filing systems
- Excellent operator with multi-line phone system (and email inquiries) and handles routine inquiries from the public in timely and efficient manner
- Performs clerical duties, including maintaining financial records
- Part Ordering / Part Returns
- Inventory Management / Equipment Ordering
- Processes payroll for employees / managing time cards
- Prepares billing and invoices
- Experience dealing with different insurance companies, as well processing workman’s comp claims
- Manages and reconciles payable accounts at the end of the month
- Collections – maintains liaison with the department manager and the controller, and the billing administrative assistant on problem receivables
- Coordinates and monitors office operations to ensure company requirements are sufficiently met on a daily basis
- Plans goals/objectives for office operations and identifies the resources (staff, equipment, funds) required to attain the end results
- Schedules appointments and office meetings as needed
- Resolves customer concerns and complaints in a timely, efficient and cost-effective manner
- Help develop budgets, and implementing them accordingly
- Overseeing all projects to ensure optimal customer service, efficient use of equipment and time, and meeting departmental strategic and budgetary goals
- Coordinate permits and inspections to ensure all project schedules are met
- Coordination with Service manager / dispatcher to ensure efficient use of technicians time and effort, as well as manage team schedule to meet ongoing customer demand and seasonal spikes
Dispatcher
Novation Commercial Services
01.2012 - 01.2016
- Operated Multi-line phone system, while working on the computer
- Ability to Multi Task
- Organized
- Excellent at typing
- Knowledgeable about HVAC, Refrigeration, Hot Side, Ice Machines
- Proficient with Word, Excel, Quick Books, ESC, Fleet matics, WOLF
- Promptly answer any incoming phone calls for the best Customer Service I can provide
- Schedule and Dispatch Technicians / Installers to appropriate locations according to customer requests, specifications or needs, using ESC as well as via phone
- Maintain the dispatch board / schedule
- Forecasted work load 2-3 days out
- Debrief service technicians after completion of each call
- Confer with customers or supervising personnel in order to address questions, problems, and requests for services on equipment
- Geographically knowledgeable of service area / map reading skills
- Ensure timely and efficient movement of technicians via fleetmatics to ensure they are on time and working efficiently
- Compare service timecards and work orders to service schedule
- Compare time cards to GPS Report
- Managed paper flow through the office such as work orders, receipts, purchase orders, returns, warranty paperwork, etc
- Invoiced all work orders through Quick Books
- Entered and Received all Purchase Orders through Quick Books
- Excellent at Account Receivables
- Maintain the maintenance agreements, including billing, scheduling, and staging of materials
- Ordered filters for the Preventative Maintenance calls every month – organized them by customer and purchase order number so it was easy for the technicians to grab them and go to the job site
- Assisted in Payroll, making sure all technicians hours were corrected or needed correction
Receptionist
Arabella Salon
01.2012 - 07.2012
- Worked directly with clients and ensured they were completely satisfied with their experience
- Scheduled appointments for six hair stylists on a daily basis
- Maintained a clean work environment and ensured that all necessary tasks were complete everyday
- Answered all incoming calls and encouraged new business
- Promoted the salon through my professional appearance and attitude
Leasing Consultant (Temp)
Summit Management
01.2011 - 01.2012
- Performed daily leasing responsibilities
- Generated Leads - welcomed prospects, organized tours, closed new leasing deals and increased prelease and occupancy percentages
- Maintained a professional outlook and appearance
- Operated a Multi-line phone system
- Generated market surveys, filed paperwork, followed up on outstanding work orders, and pulled daily activity reports
- Engaged in resident retention and established a professional rapport with residents
Senior Account Supervisor
Center Partners
01.2009 - 01.2011
- Effective agent that specialized in customer service and customer retention
- Succeeded in displaying outstanding time management and problem solving skills
- Utilized Microsoft Office applications and other computer based software programs
Care Giver
Brookdale Senior Living
01.2007 - 01.2008
- Assisted residents with daily tasks: (grooming/showering, eating/dressing)
- Coordinated activities for residents: (gatherings and special events)
- Supported the residents by cleaning and organizing rooms and the facility
- Specialized in customer service by engaging with family and friends and prospective residents
Education
Thompson Valley EMS
Loveland, CO01.2010
High School -
Fort Collins High School
Fort Collins, CO01.2007
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Operations monitoring
- Operational efficiency
- Decision-making
- Planning and implementation
- Staff management
- Management
- Operations oversight
- Performance monitoring
- Goal setting
- Schedule management
- Process improvements
- Superb time management skills
- Delegation
- Performance reporting
- Service Titan Experience - 9 Years
Community Service
- Participated in setting up Holiday decorations at Foothills Fashion Mall, 01/01/04, 12/31/07
- Took part in Holiday Toy Drives, 01/01/04, 12/31/07
Timeline
Operations Manager
Swan Heating and Air Conditioning
01.2018 - Current
Office Manager / Dispatcher
AireServ Heating & Air Conditioning
01.2016 - 01.2018
Dispatcher
Novation Commercial Services
01.2012 - 01.2016
Receptionist
Arabella Salon
01.2012 - 07.2012
Leasing Consultant (Temp)
Summit Management
01.2011 - 01.2012
Senior Account Supervisor
Center Partners
01.2009 - 01.2011
Care Giver
Brookdale Senior Living
01.2007 - 01.2008
High School -
Fort Collins High School
Thompson Valley EMS
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