FRANCINE SINCLAIR
Pompano Beach,FL
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
Work History
Service Operations Coordinator
Aire Serv Of Palm Beach
04.2024 - Current
- Collaborated with area managers to evaluate needs and optimize operational plans.
- Led successful projects from conception to completion, achieving objectives on time and within budget constraints.
- Developed strong relationships with clients, maintaining open lines of communication to promote loyalty and retention.
- Boosted productivity by establishing effective communication channels between departments.
- Reported issues to higher management with great detail.
- Assisted in recruiting, hiring and training of team members.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Maintained updated and detailed records of calls in physical and electronic database.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Trained new dispatchers on company protocols, contributing to well-prepared team of professionals.
- Directed dispatching, routing, and tracking fleet vehicles.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
CUSTOMER SERVICE/DISPATCH SUPERVISOR
COOL BEAR SERVICES (HVAC)
08.2022 - 04.2024
- Dispatch supervisor in charge of managing all call boards and dispatching tech to their jobs in the field
- Managing 9 service techs, creating invoices, customer follow up and end of day debriefing, process refunds, batch revenue from the service department etc.
- Supervised team of 5 employees and provided training focused on maximizing overall performance.
- Managed daily workloads, ensuring all available personnel were utilized effectively to meet service demands.
- Created a positive work environment through open communication channels and fostering teamwork among staff members.
- Streamlined dispatch operations by implementing efficient scheduling and routing strategies.
- Organized regular staff meetings for information sharing purposes, addressing any issues or concerns raised by team members promptly and professionally.
- Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures, and goals.
- Assisted in resolving conflicts between drivers or customers when necessary, employing diplomacy skills and ensuring the best possible outcomes for all parties involved.
- Directed dispatching, routing, and tracking of 9 fleet vehicles.
- Ensured compliance with local, state, and federal regulations governing emergency response dispatch activities.
- Recruited highly qualified candidates, conducting interviews and providing onboarding support for new hires in the dispatch department.
- Reviewed standard operating procedures periodically, making recommendations for improvements based on industry best practices.
- Coordinated emergency responses, liaising with first responders and other agencies as required to ensure public safety.
- Improved customer satisfaction, maintaining timely communication with drivers and clients regarding updates or changes in delivery status.
- Evaluated and adjusted over 35 routes based on daily needs, available workers, traffic hazards, and weather conditions.
- Conducted regular audits on dispatcher call logs, identifying discrepancies and recommending corrective actions when necessary.
- Collaborated closely with other departments within the organization to optimize workflow processes across teams.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
- Implemented new dispatch software, increasing overall efficiency and accuracy in the department''s operations.
CUSTOMER SERVICE REPRESENTATIVE
FISERV (FIRST DATA)
01.2021 - 01.2022
- Customer service representative who's daily task consists of managing incoming calls from customers who need help with banking needs.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
HVAC DISPATCH SUPERVISOR
ALL YEAR COOLING
01.2018 - 01.2021
- Dispatch supervisor in charge of dispatching up to 15 techs in the field
- Supervising fellow dispatchers while tending to company emails, satisfied and unsatisfied customers, billing, and occasional receptionist.
- Supervised team of 9 employees and provided training focused on maximizing overall performance.
- Managed daily workloads, ensuring all available personnel were utilized effectively to meet service demands.
- Created a positive work environment through open communication channels and fostering teamwork among staff members.
- Streamlined dispatch operations by implementing efficient scheduling and routing strategies.
- Directed dispatching, routing, and tracking of 15 fleet vehicles.
- Collaborated closely with other departments within the organization to optimize workflow processes across teams.
- Ensured compliance with local, state, and federal regulations governing emergency response dispatch activities.
- Evaluated and adjusted over 50 routes based on daily needs, available workers, traffic hazards, and weather conditions.
ELECTRONIC REPRESENTATIVE/ MEMBER SERVICES ASSOCIATE
SAMS CLUB
01.2016 - 01.2018
- Electronic representative who's daily task consisted of helping customers in house with phone issues and sale of electronics and customer retention (t-mobile, at&t, verizon etc)
- Member/guest service help desk
- Answering questions regarding membership, applying for store cards etc and processing refunds.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
SENIOR APPLE CUSTOMER SERVICE REPRESENTATIVE
TELEPERFORMANCE
01.2013 - 01.2016
- Customer service representative who's daily task consisted of managing incoming calls from customers who needed help with troubleshooting their Apple IOS and helped when calls were escalated to retention.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company's alike.
- Responded to customer requests for products, services, and company information.
Education
BILLING AND CODING -
CITY COLLEGE
Fort Lauderdale, FL01.2017
HIGH SCHOOL DIPLOMA -
J.P TARAVELLA
Coral Springs, FL01.2010
Skills
- Experienced with computers, internet, troubleshooting, Apple IOS, Windows Macintosh
- Supply Ordering
- Process Implementation
- Customer Invoicing
- Scheduling Management
- Training Management
- Inventory Oversight
- Project Scheduling
- Risk Management
- Quality Assurance
- Scheduling Coordination
- Management
- Staff Supervision
- Customer Service
Timeline
Service Operations Coordinator
Aire Serv Of Palm Beach
04.2024 - Current
CUSTOMER SERVICE/DISPATCH SUPERVISOR
COOL BEAR SERVICES (HVAC)
08.2022 - 04.2024
CUSTOMER SERVICE REPRESENTATIVE
FISERV (FIRST DATA)
01.2021 - 01.2022
HVAC DISPATCH SUPERVISOR
ALL YEAR COOLING
01.2018 - 01.2021
ELECTRONIC REPRESENTATIVE/ MEMBER SERVICES ASSOCIATE
SAMS CLUB
01.2016 - 01.2018
SENIOR APPLE CUSTOMER SERVICE REPRESENTATIVE
TELEPERFORMANCE
01.2013 - 01.2016
BILLING AND CODING -
CITY COLLEGE
HIGH SCHOOL DIPLOMA -
J.P TARAVELLA
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