Ezekiel Schaefer
Clinton Township,Michigan
Overview
5
5
years of professional experience
Work History
Dispatcher
Brines Mechanical and Refrigeration
Southfield, MI
08.2024 - 08.2025
- Consistently monitored the dispatch board and daily reports to actively adjust service calls based on urgency, call backs, profitability, technician ability, and customer satisfaction
- Manage the daily dispatching and scheduling of 50+ technicians across service calls and installations
- Verify job completion accuracy, capture customer approvals, and ensure full documentation on every work order
- Coordinated closely with other dispatchers and project teams to balance technician workloads and adjust jobs based on availability, urgency, and job complexity
- Conducted regular technician check-ins every 3 hours to ensure safety, efficiency, and alignment on job expectations
- Answered high volumes of inbound customer calls and emails while making outbound calls for scheduling updates and follow-ups
- Created purchase orders for technicians
- Updated the account team and customers on changes to repairs and installations
- Confirmed that proper parts and equipment were ordered for installations and repairs
Dispatcher/Customer Service Representative
Hoover Electric, Plumbing, Heating & Cooling
Troy, MI
10.2022 - 06.2024
- Oversaw dispatch operations, job scheduling, and technician support across service calls and installations
- Ensured each job was documented and staffed appropriately based on technician skill, materials, and complexity
- Delivered high level customer service on calls and emails, resolving scheduling issues and coordinating customer updates
- Collaborated with managers on workflow improvements, time tracking, and data analysis to enhance team output
- Conducted regular check-ins with technicians and debriefed them post-job to maintain service quality
- Trained and mentored new team members, creating a consistent onboarding process
- Followed up on open estimates and pending jobs to maintain service continuity and increase bookings
- Identified process gaps and reduced customer wait times by optimizing dispatch flow and technician availability
Manager/Dispatcher (Promotion)
Wok To You Delivery
Roseville, MI
01.2021 - 10.2022
- Supervised customer service and dispatch operations, ensuring efficient delivery routing and team coordination
- Scheduled and adjusted driver routes daily based on order volume, traffic conditions, and weather
- Reviewed job and route performance to ensure service quality and on-time delivery
- Hired and trained new employees in dispatch protocols, customer service, and systems
- Used Excel to update and track company financials, logs, and job records
- Handled customer escalations and resolved complex service issues with a calm, solution-focused approach
- Performed daily closing tasks including handling cash, driver checkouts, and ledger entries
Customer Service Representative
Wok To You Delivery
Roseville, MI
06.2020 - 01.2021
- Provided high-volume customer support via phone and email, resolving delivery questions and service issues
- Entered orders, collected payments, and confirmed account details
- Reduced service wait times and improved customer satisfaction through proactive communication and follow-up
- Assisted with account activation and maintained accurate customer records
Education
High School Diploma - L'Anse Creuse High School
Harrison Township, MISkills
- Scheduling and Coordinating
- Data Entry
- Multitasking
- Professionalism
- Strong Verbal and Written Communication
- Proficient Microsoft, Google, Adobe, Service Titan and Customer Management Applications/Software
- Managing Operations
- Problem Resolution and Decision Making
- Time Management
- Hiring and Training
- Attention to Detail
- Teamwork and Collaboration
- Computer Servicing and Networking
- Employee Coaching and Motivation
- Customer Relations
- Sales Development
- Calm Under Pressure
- Active Listening
Timeline
Dispatcher
Brines Mechanical and Refrigeration
08.2024 - 08.2025
Dispatcher/Customer Service Representative
Hoover Electric, Plumbing, Heating & Cooling
10.2022 - 06.2024
Manager/Dispatcher (Promotion)
Wok To You Delivery
01.2021 - 10.2022
Customer Service Representative
Wok To You Delivery
06.2020 - 01.2021
High School Diploma - L'Anse Creuse High School
Achievements
- Customer Service Representative of the Year 2023