Danielle Walker
Carrollton,TX
Summary
Experienced customer service professional with a detail-oriented, responsive, and adaptable approach to the ever changing HVAC and Plumbing industry. Demonstrated experience in a highly organized office environment, recognized for dependability and a professional attitude coupled with an outgoing, positive demeanor. Driven by maintaining customer satisfaction and contributing to company success, proficient in achieving customer growth and retention. Skilled in coordinating and managing dispatch operations to ensure seamless logistics, utilizing strong communication and organizational skills to optimize operations. Proven track record of effectively leading teams and adapting to dynamic environments. Seeking new challenges that lead to advancement.
Overview
15
15
years of professional experience
Work History
Lead Dispatcher / Customer Service Manager
Frymire Home Services
09.2022 - Current
- Consistently met or exceeded company goals to improve dispatch and CSR efficiency while focusing on customer satisfaction through motivation,diligent work ethic and continuous improvement.
- Assisted in updating company policies related to dispatch operations while maintaining compliance with industry standards and regulations.
- Managed a team of customer service representatives, dispatchers and membership coordinator's while fostering a positive work environment focused on teamwork and collaboration.
- Resolved customer questions and complaints while prioritizing customer satisfaction and loyalty.
General Manager
Cube Smart Self Storage
10.2021 - 08.2022
- Expert in self-storage; renting storage spaces and managing the leasing process and the staff, including offering insurance and making collection calls
- Maintained ownership of my store's retail business including making bank deposits, processing invoices and managing reports
- Participate in operational activities such as property management and maintenance including showing units to potential customers.
- Utilize our Point of Sales system (POS) to take payments, manage customer accounts, and inventory
- Manage legal process for auctions
Dispatcher / Inside Sales
A1 Locksmith
08.2017 - 03.2020
- Responded to over 100 local and national daily caller requests
- Closely monitored dispatch board and technician location to triage and prioritize daily calls, directed all dispatching, routing and tracking of fleet vehicles
- Maintained and updated detailed records of calls in physical and electronic database
- Managed high-stress situations calmly and effectively, ensuring timely assistance to customers
- Developed strong product knowledge to provide informed recommendations based on individual customer needs
Lead Dispatcher/Driver Coordinator
Doorstep Delivery
11.2010 - 08.2017
- Responsible for tracking movement of delivery drivers and completing deliveries in a timely manner
- Hiring and training incoming delivery drivers in all aspects of the job, also responsible for scheduling and maintaining a clear line of communication with all drivers; including interviews, orientations and training sessions
- Created and managed electronic customer records, encompassing data entry and administrative functions related to billing and accounts receivable
Education
Associate of Arts - Anthropology
Brookhaven College
Farmers Branch, TX01.2011
High School Diploma - undefined
J.J Pearce High School
Richardson, TX01.2007
Skills
- Over 8 years of experience in management and supervision, including small and large teams
- Highly effective in promoting a positive and productive environment
- Resourceful and self-reliant; can get any job done, and do it well with a strong attention to detail
- Strong interpersonal and communication skills
- Effective problem solver; thorough researcher
- Scheduling/Planning, logistical thinker
- Computer proficient in using multiple platforms to enhance productivity and performance amongst a team
- Capable of achieving results through one on one and group training
- Expert level familiarity for Service Titan
- Knowledge of HVAC and Plumbing Industry
- Experience with assisting technicians and customers though the financing process
Timeline
Lead Dispatcher / Customer Service Manager
Frymire Home Services
09.2022 - Current
General Manager
Cube Smart Self Storage
10.2021 - 08.2022
Dispatcher / Inside Sales
A1 Locksmith
08.2017 - 03.2020
Lead Dispatcher/Driver Coordinator
Doorstep Delivery
11.2010 - 08.2017
High School Diploma - undefined
J.J Pearce High School
Associate of Arts - Anthropology
Brookhaven College
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