Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Heather Cassell

Little Canada

Summary

Dynamic professional with extensive experience as a Lead Electrical Dispatcher at EarlyBird Electric, excelling in optimizing technician routes and enhancing customer satisfaction. Proven skills in dispatch software and exceptional customer service, coupled with a strong ability to manage schedules and prioritize tasks effectively, ensuring seamless operations and improved workflow.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Lead Electrical Dispatcher

EarlyBird Electric
03.2022 - Current
  • Coordinated scheduling for service calls, optimizing technician routes for enhanced efficiency.
  • Monitored job progress and communicated updates to clients, ensuring satisfaction and timely response.
  • Managed dispatch software to track field operations, improving workflow and reducing delays.
  • Trained new team members on operational procedures and software usage to maintain high service standards.
  • Developed standard operating procedures for dispatch processes, enhancing consistency across operations.
  • Collaborated with management to streamline communication between field staff and office personnel for better coordination.

Housekeeper and Renovations

Self Employed
01.2021 - 08.2022
  • Maintained cleanliness and sanitation across all areas, ensuring compliance with health standards.
  • Managed laundry services, including washing, folding, and organizing linens efficiently.
  • Assisted in inventory management of cleaning supplies to optimize resource utilization.
  • Implemented best practices for waste disposal and recycling to enhance sustainability efforts.
  • Conducted regular inspections to assess cleanliness levels and address areas for improvement.
  • Developed customized cleaning plans based on individual client needs and preferences.
  • Restored/Renovated hardwood floors and stairway
  • Light contracting work
  • Painting and trim work

Office Manager

Affordable Electric
07.2016 - 01.2021
  • Coordinated office operations, enhancing workflow efficiency and ensuring timely communication among departments.
  • Streamlined scheduling processes, optimizing resource allocation and reducing conflicts in meeting arrangements.
  • Managed vendor relationships, negotiating contracts and overseeing service quality to maintain operational standards.
  • Implemented office policies, fostering a productive work environment and ensuring compliance with organizational guidelines.
  • Handled all technicians scheduling and daily routes, while receiving calls and scheduling customers.
  • Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
  • Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.

General Manager/General Manager of Operations

Buffalo Wild Wings
09.2011 - 07.2016
  • Directed operational strategies to enhance productivity and streamline workflows across departments.
  • Implemented performance improvement initiatives, resulting in increased employee engagement and satisfaction.
  • Oversaw financial planning processes, ensuring budget adherence and strategic allocation of resources.
  • Mentored and developed management team, enhancing leadership capabilities and succession planning efforts.
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Established key performance indicators to measure success and drive continuous improvement initiatives.
  • Developed and implemented strategies to increase sales and profitability.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Managed budget implementations, employee evaluations, and contract details.

Education

Bachelor of Arts - Psychology

University of Wisconsin, Stout
Menomonie, WI
05-2004

Skills

  • Customer service
  • Data entry
  • Decision-making
  • Active listening
  • Attention to detail
  • Dispatch software
  • Stress tolerance
  • Time management
  • Prioritizing calls
  • Problem-solving
  • Customer relations
  • Schedule management
  • Customer relationship management

Certification

  • Quickbooks Certified

Timeline

Lead Electrical Dispatcher

EarlyBird Electric
03.2022 - Current

Housekeeper and Renovations

Self Employed
01.2021 - 08.2022

Office Manager

Affordable Electric
07.2016 - 01.2021

General Manager/General Manager of Operations

Buffalo Wild Wings
09.2011 - 07.2016

Bachelor of Arts - Psychology

University of Wisconsin, Stout

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