Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Dawn Gelpi

Pompano Beach,FL

Summary

Experienced Office Manager and administration professional with several years of experience in overseeing a wide variety of essential functions in a bustling business. Analytical in optimizing productivity, efficiency and service quality across various departments within diverse environments. Focused on attentively assisting office staff and customers and identifying opportunities for improvment.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Office Manager

Heritage Service Group
Pompano Beach, FL
06.2023 - Current
  • Developed and implemented office policies and procedures.
  • Supervised staff members, organized schedules and delegated tasks.
  • Ordered supplies and equipment to maintain adequate inventory levels.
  • Supported the management team through report and presentation creation.
  • Monitored payments due from clients and promptly contacted clients with past due payments.
  • Managed, scheduled and coordinated office functions and activities for employees.
  • Coded and entered daily invoices with in-house accounting software.
  • Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Organized company events including holiday parties, team building activities .
  • Administered payroll and maintained proper documentation of employee personnel.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.

Installation Manager

Heritage Service Group
Pompano Beach, FL
09.2018 - 06.2023
  • Planned, coordinated, and monitored all aspects of installations to ensure customer satisfaction.
  • Conducted site visits to evaluate existing conditions and determine any special needs or requirements prior to installation.
  • Assisted in developing detailed plans for each install project, including scheduling timelines and resources needed.
  • Ensured compliance with safety regulations during the installation process.
  • Communicated regularly with customers throughout the duration of their installation projects to ensure expectations were being met or exceeded.
  • Identified potential problems early in the process and developed solutions that minimized disruption or delays in completing projects.
  • Identified challenges early and implemented creative solutions to meet delivery schedules without delays or customer experience compromises.
  • Developed manpower schedules and assignments to maintain project schedules.
  • Created work crew schedules and delegated assignments.
  • Completed investigations into complaints, incidents and accidents at work sites.

Service Manager

Heritage Service Group
Pompano Beach, FL
05.2008 - 09.2018
  • Managed service staff to ensure customer satisfaction and compliance with company policies.
  • Developed and maintained relationships with customers, vendors, and suppliers.
  • Developed strategies for improving customer experience through enhanced product features or improved processes.
  • Created standard operating procedures for all service functions.
  • Reviewed customer billing statements for accuracy prior to release.
  • Collaborated with customers to offer solutions to service needs.
  • Adhered to customer service standards to foster satisfaction and retention.
  • Hired and trained service department staff to drive performance.
  • Created employee work schedules to keep shifts properly staffed.
  • Created written estimates and obtained customer consent to proceed.
  • Monitored employee performance through key metrics analysis.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Recruited and trained new employees to meet job requirements.
  • Interviewed prospective employees and provided input to HR on hiring decisions.

Dispatcher

Heritage Service Group
Pompano Beach, FL
04.2007 - 05.2008
  • Received and dispatched calls for emergency services.
  • Assigned drivers to appropriate routes based on customer needs.
  • Provided timely updates to customers regarding their orders or requests.
  • Maintained logs of all incoming calls and assigned tasks.
  • Resolved customer complaints related to service issues or delays.
  • Tracked vehicles using GPS technology and provided real-time status updates as needed.
  • Performed administrative duties such as filing paperwork, updating databases, and preparing documents for review by management staff.
  • Managed a large volume of phone calls while ensuring accuracy in data entry.
  • Verified driver credentials prior to assigning them a route or task.
  • Developed strategies for improving efficiency within the dispatch department.
  • Participated in team meetings discussing changes in procedures or processes.
  • Utilized various software systems to facilitate movement, planning and scheduling.
  • Monitored dispatch board and adjusted call priorities regularly based on caller needs.
  • Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements and service needs.
  • Recorded complaints and discussed possible solutions with customers to prevent negative word of mouth.
  • Leveraged GPS devices and computer programs to plan routes, update customers or advise drivers about upcoming issues.
  • Trained employees on triaging and dispatching procedures to properly handle daily calls.
  • Prepared daily work and run schedules.
  • Recorded and maintained files or records of customer requests, work or services performed.

Customer Service Dispatcher

Advanced Cable Communications
Coral Springs, FL
07.2004 - 03.2007
  • Scheduled service calls for customers based on their needs and geographic location.
  • Monitored customer accounts to ensure timely payments were received.
  • Researched customer complaints and provided appropriate solutions in a timely manner.
  • Assisted customers with technical issues related to products or services.
  • Developed relationships with customers by providing excellent customer service.
  • Maintained records of all customer interactions, transactions, comments, and complaints.
  • Responded promptly to emergency situations by dispatching technicians quickly.
  • Handled escalated calls from dissatisfied customers professionally.
  • Scheduled or dispatched workers, equipment or service vehicles to locations using radios or telephones.
  • Prepared daily work and run schedules.
  • Documented services performed, operations information and dispatch details in system.
  • Arranged for repairs to restore service and schedules.

Education

High School Diploma -

Coral Springs Charter School
Coral Springs, FL
07-2004

Skills

  • Staff Management
  • Customer Service
  • Office Management
  • Training and coaching
  • Operations Management
  • Expense Reporting
  • Credit and collections
  • Proposal Writing
  • Workflow Planning
  • Administrative Oversight
  • Organizational Skills
  • Scheduling
  • Invoicing and billing
  • Administrative Support
  • Policy Development
  • Relationship Building
  • Policy Implementation
  • Travel Coordination

Certification

  • CFESA Management Training certification
  • Forklift Safety Training
  • Criticism & Discipline Skills for Managers and Supervisors

Timeline

Office Manager

Heritage Service Group
06.2023 - Current

Installation Manager

Heritage Service Group
09.2018 - 06.2023

Service Manager

Heritage Service Group
05.2008 - 09.2018

Dispatcher

Heritage Service Group
04.2007 - 05.2008

Customer Service Dispatcher

Advanced Cable Communications
07.2004 - 03.2007

High School Diploma -

Coral Springs Charter School

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Dawn Gelpi