CELIA BERNARDI
Martinsburg
Summary
Coordinator with a proven track record in optimizing workflows and enhancing customer service experiences. Demonstrated leadership in staff training and dispatch management, leading to measurable improvements in service efficiency and customer satisfaction. Expertise in implementing strategies that drive sales growth and operational excellence.
Overview
16
16
years of professional experience
Work History
Lead Sales & Service Coordinator
Del Air Heating & Air Conditioning
Sanford
10.2015 - 11.2025
- Coordinated scheduling for service and sales appointments.
- Oversaw the dispatch board, ensuring correct call assignment for each technician.
- Assisted in processing service requests and maintaining accurate records.
- Collaborated with sales team to streamline communication and workflow processes.
- Sustained accurate record of all company sales for real-time reporting.
- Trained staff on customer service standards and practices.
- Performed administrative tasks such as filing paperwork, scheduling appointments.
- Assisted in resolving customer complaints.
- Identified areas of improvement in existing processes related to sales and customer service.
- Responded promptly to customer inquiries via phone, email, or other channels.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Administrative Assistant
RLH Consulting
Sanford
11.2009 - 10.2015
- Managed office communications and correspondence for efficient information flow.
- Organized meetings and maintained schedules for senior consultants.
- Assisted in preparing reports and presentations for client meetings.
- Maintained filing systems and updated records for easy access.
- Supported project management by tracking deadlines and deliverables.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Handled confidential documents in an organized fashion according to established protocol.
- Maintained office supplies inventory by checking stock to determine inventory level.
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Scheduled appointments between clients and customers and internal staff members.
- Ensured efficient operation of office equipment such as printers, copiers and fax machines.
- Coordinated mailings including sorting mail, preparing packages for shipping via courier service or postal service.
- Directed customer inquiries to appropriate department personnel.
- Proofread content for typo-free emails and documentation.
- Conducted research on various topics as requested by management.
- Developed and maintained filing systems for confidential documents and records.
- Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
- Handled incoming calls and directed callers to appropriate department or employee.
Education
High School Diploma -
Lake Howell High School
Winter Park, FL05-1996
Skills
- Scheduling coordination
- Customer relationship management
- Data entry accuracy
- Service request processing
- Sales reporting
- Workflow optimization
- Office management
- Microsoft outlook, word, and Excel
- Administrative support
- Time management
- Skilled multi-tasker
- Research
Timeline
Lead Sales & Service Coordinator
Del Air Heating & Air Conditioning
10.2015 - 11.2025
Administrative Assistant
RLH Consulting
11.2009 - 10.2015
High School Diploma -
Lake Howell High School