CRISTAL AVILA
Katy
Summary
Highly motivated, disciplined, and thorough individual with the ability to see projects through from inception to completion. Possesses a well-organized approach and excellent attention to detail, ensuring precision in every task. Strong communication skills facilitate effective idea conveyance and collaboration with others. Excels at efficient multitasking, effective time management, and task prioritization even under pressure.
Overview
18
18
years of professional experience
Work History
Dispatcher
Vulcan Materials
02.2020 - 10.2023
- Provided effective solutions under stress.
- Communicated with drivers and personnel to coordinate timely delivery of materials.
- Managed coordination of fleet vehicle dispatching and routing.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Encouraged respect among customers, drivers, and personnel by managing conflicts effectively.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Streamlined the dispatch process by organizing resources and routes, optimizing response efforts.
- Processed invoices and payments for dispatched orders to provide proof of transaction.
- Answered phone calls and responded to customer emails.
Call Center Representative/Dispatcher
Universal Home Experts
04.2015 - 08.2019
- Orchestrated leadership initiatives to enhance team cohesion and operational efficiency.
- Assisted answering inbound calls along with making outbound calls to generate work for the technicians
- Dispatched more than 20 technicians specializing in electrical, plumbing, and HVAC.
- Developed core structures for staffing, skill development, and workflows within departments.
- Facilitated team coordination to address intricate problems.
- Resolved customer concerns across multiple departments, including HVAC, plumbing, and electrical.
- Focused on improving both departments, held weekly meetings with each department and performed one on ones with directs
- Prepared reports and analyzed call center data
- Authorized membership cancellations, refunds and discounts for office and field staff
- Assumed additional responsibilities to assist employees and management.
- Purchased all city permits for all3 trades
- Coordinated procurement of equipment required for HVAC installations.
- Supervised effective handling of payroll operations, overseeing comprehensive timecard management.
Production Coordinator
One Hour Heating And Air
07.2005 - 04.2015
- Directed 19-22 installation crews to ensure operational efficiency.
- Oversaw daily revenue budget totaling $100,000.
- Scheduled tasks accurately to optimize workflow.
- Engaged in business dealings with top names like Carrier, Lennox, and Trane.
- Coordinated scheduling and deployment of more than 38 HVAC service technicians.
- Secured required permits for local compliance.
- Ensured installation jobs were completed, payments were made, and invoiced
- Organized and filed all installation jobs
- Supported payroll operations through accurate entry of piece rate figures for technicians.
- Problem solved and managed the installation schedule
- Registered all warranties for every piece of HVAC equipment installed
- Managed rebates for end of year for all installations
- Managed a high volume of both incoming and outgoing calls each day.
- Developed and customized onboarding programs for incoming customer service representatives.
- Handled payment transactions for office and field teams.
- Supported various teams, including accounting and HVAC commercial, in achieving project deadlines.
Education
High School Diploma - undefined
Jersey Village High School
05.2005
Languages
Spanish
English
Timeline
Dispatcher
Vulcan Materials
02.2020 - 10.2023
Call Center Representative/Dispatcher
Universal Home Experts
04.2015 - 08.2019
Production Coordinator
One Hour Heating And Air
07.2005 - 04.2015
High School Diploma - undefined
Jersey Village High School
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