Summary
Overview
Work History
Education
Skills
Timeline
background-images

Felicia Hernandez

Crystal Lake,IL

Summary

Experienced Dispatch and Customer Service Professional with over 15 years in dynamic, high-demand roles. Known for integrity, honesty, and a strong ability to de-escalate challenging situations with empathy and clarity. Brings excellent communication and coordination skills, ensuring smooth operations and client satisfaction across diverse settings. Currently expanding expertise in medical coding, combining a passion for healthcare with a commitment to accuracy and continued professional growth. Eager to contribute both frontline and behind-the-scenes support in customer-centric and administrative healthcare environments.

Overview

11
11
years of professional experience

Work History

Field Support Specialist

Vivint Home Security
06.2025 - Current
  • Improved client satisfaction by addressing and resolving technical issues in a timely manner.
  • Responding to multiple chats at a time from Vivint employees needing account maintenance, equipment, and Scheduling assistance
  • Enhanced system performance for multiple clients by conducting routine maintenance and troubleshooting tasks.
  • Troubleshooting apps being utilized by the Field Professionals
  • Conduct pre-install survey and post-install surveys
  • Providing answers and resolutions regarding work order details for the Field
  • Accurately documenting and updating records in required systems (Mainly Salesforce)


Routing Specialist

Sears/Transformco
10.2023 - 03.2025
  • Developed new service orders to enhance operations.
  • Oversaw service orders to identify duplicates.
  • Handled customer inquiries efficiently.
  • Modified appointment times to accommodate changes.
  • Resolved customer issues by employing strong listening and analytical skills.
  • Balanced overtime by strategically managing technicians’ schedules.
  • Engaged with technicians through chat for effective responses.

Office Administrator/Dispatcher

Five Points Networks
01.2023 - 09.2023
  • Handled client communications via calls and emails to arrange new work orders.
  • Facilitated hiring by successfully negotiating pay rates with independent contractors.
  • Implemented secure login for efficient document submission and work order closure.
  • Monitoring contractor on job and reviewing all documents submitted
  • Verified customer contentment prior to preparing invoices for billing.

Dispatcher/Router

Transportation Joint Agreement D47 & 155
10.2019 - 01.2023
  • Tracked ongoing route efficiency and effectiveness.
  • Adjusted routes to accommodate changes in student enrollment.
  • Designed pathways aligned with operational demands.
  • Generated and submitted proposals for open routes.
  • Managed systematic review and categorization of pre-trip inspection records.
  • Managed documentation for bus repair activities.
  • Managed invoicing for parts procurement.
  • Handled incoming calls efficiently.
  • Managed efficient driver interactions via two-way radio communication.
  • Addressed parent questions through phone and email channels.
  • Reviewed field trip assignments to ensure alignment with driver seniority.
  • Tracked instances of students calling out.
  • Monitor drivers progress and notify parents if their students will be late getting home
  • Performed comprehensive checks before trips.
  • Ensured all routes were covered during driver absences.
  • Oversaw secure transit of students on and off the bus.

Dispatcher

Get Fresh Produce
03.2014 - 12.2017
  • Managed phone communications effectively.
  • Updated drivers on any route modifications.
  • Managed assignment of equipment to drivers.
  • Incorporated late orders into planned routes to optimize logistics.
  • Oversaw route progress to confirm drivers remained on task and within DOT limits.
  • Calling and hiring mobile repair company if breakdown occurs
  • Problem-solving possible solutions to make deliveries on time if a breakdown occurs

Education

Certificate - Medical Billing and Coding

Alison
05.2025

High school or equivalent - undefined

Mesquite High School
01.2004

Skills

  • Multitasking efficiency
  • Strong communication skills
  • Safety protocols adherence
  • Continuous improvement mindset
  • Project management fundamentals
  • Regulatory compliance awareness
  • Customer service
  • Data entry
  • Decision-making
  • Active listening
  • Attention to detail
  • Dispatch software
  • Stress tolerance
  • Remote technical support
  • Advanced troubleshooting
  • Teamwork and collaboration
  • Time management
  • Dispatching procedures
  • Prioritizing calls
  • Problem-solving
  • Customer relations
  • Schedule management
  • Updating logs
  • Route planning
  • Schedule coordination
  • Customer relationship management
  • Route navigation
  • System testing
  • Online chat support

Timeline

Field Support Specialist

Vivint Home Security
06.2025 - Current

Routing Specialist

Sears/Transformco
10.2023 - 03.2025

Office Administrator/Dispatcher

Five Points Networks
01.2023 - 09.2023

Dispatcher/Router

Transportation Joint Agreement D47 & 155
10.2019 - 01.2023

Dispatcher

Get Fresh Produce
03.2014 - 12.2017

High school or equivalent - undefined

Mesquite High School

Certificate - Medical Billing and Coding

Alison

Similar Profiles

CREATE PROFILE
Felicia Hernandez