Chrystal Boreo
Rochester Hills,MI
Summary
Statewide Appliance Service Plan Workload Supervisor
Astute dispatching professional with good team management skills and motivational approach. Writes, implements and manages effective scheduling policies for Appliance Service Plan repair appointments. Recognized for quickly analyzing and recognizing problems and finding efficient and cost-effective solutions. Organized and efficient, supporting corporate level officers and senior management personnel with demonstrated expertise in financial and operational leadership. Exemplifies multidisciplinary managerial skill in process, procedure and policy improvement initiatives. Accomplished in workflow optimization techniques implementation which increase productivity, reduce labor and maintain business integrity and quality of service. Experienced in using SAP, Service Bench and Endeavor to manage the daily schedules for 115 external Service Providers and 52 Consumers Energy technicians.
Overview
29
29
years of professional experience
1
1
Certification
Work History
ASP Dispatch and Scheduling Supervisor
Consumers Energy
04.2017 - Current
- Managed eight dispatchers while leading and delegating job assignments, training, tracking project status, processing payroll and resolving issues to maximize productivity.
- Maintained updated and detailed records of service calls in physical and electronic database while maintaining company SOC targets.
- Evaluated and adjusted over 500 service repair orders based on daily needs, available workers, traffic hazards, appointment times and weather conditions.
- Developed technical requirement documentation for new software products.
- Optimized routes through careful planning, realizing cost saving reduction for company.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and company regulations.
- Maintained professional relationship with union personnel, management and external service providers to increase trust, reliability and rapport.
- Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures, and goals.
- Determined number of man hours required to complete assignments after reviewing scope of each project.
- Minimized cost of operations by optimizing routes for service providers and technicians to align with budget.
Gas Dispatch and Scheduling-Sr Tech Specialist
Consumers Energy
07.2002 - 04.2017
- Managed, routed and dispatched all internal technicians and network contractors workload to reduce truck roles and cost per call.
- Prepared and planned workload for Metro Appliance Service Plan (ASP) headquarters to increase productivity.
- Created and issued customer danger tag boilerplate, value and preexisting letters
- Worked closely with field leaders, team leaders and union representatives
- Created various reports for management and peers; cost per call, workload variants, contractor variants
- Subject Matter Expert (SME) for: Service Suite field mobility process mapping, statewide Appliance Service Plan Dispatch and Scheduling.
HouseCall Agent-Admin Assistant II
Consumers Energy
01.1996 - 07.2002
- Customer Inquiries
- Enrollments and billing corrections
- Created landlord district 13 accounts
Customer Service Representative I
Consumers Energy
03.1995 - 01.1996
- Level one customer interaction
- Emergency calls and order creation
- Settlement arrangements and bill inquiries
Education
Computer And Information Sciences
Macomb Community College
Warren, MISkills
- Dispatch Collaboration, Planning & Procedures
- Workflow Processes
- Operational Efficiency and Improvements
- Operational Improvements
- Interpersonal Communication Skills
- Performance Metric and Regulations Compliance
- SOC/COTD Core Group Member and Designer
- Power BI-Advanced User
- Excel Advanced User
- EntreLeadership Summit Alumni
- Service Suite Super User
- ARCOS Super User
- ARCOS Storm Responder
- Understanding and Leveraging Your Strengths
- Endeavor System & Reporting Advanced User
- Lean Six Sigma for Service
Accomplishments
- Achieved Service On-Time Commitments (SOC) target through effectively helping with providing on time customer commitments.
- Supervised team of staff members.
- Collaborated with Service Bench and Endeavor team with the development of new customer service software for company compliance.
Certification
- Certified Extreme Ownership Fundamental
- Certified Environmental Awareness & Management
- Certified Dispatch Emergency Response
- Certified Service Suite Super User
- Certified Incident Command System
- Certified Business Continuity
- Certified Category Calibration for Leaders
- Certified ARCOS Super User
- Certified ARCOS Storm Responder
- Certified Effective Hiring Practice
- Certified Unconscious Bias Training
- Certified CE Way Awareness
- Certified Leading with Integrity
- Certified Service Bench Super User
- Certified SAP Super User
- Certified Reasonable Suspicion and Fitness For Duty (FFD)
- Certified Communicating with Flexibility Skill
Timeline
ASP Dispatch and Scheduling Supervisor
Consumers Energy
04.2017 - Current
Gas Dispatch and Scheduling-Sr Tech Specialist
Consumers Energy
07.2002 - 04.2017
HouseCall Agent-Admin Assistant II
Consumers Energy
01.1996 - 07.2002
Customer Service Representative I
Consumers Energy
03.1995 - 01.1996
Computer And Information Sciences
Macomb Community College
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