Jamie Messer
Alsip,IL
Summary
A customer service professional in the HVAC & Plumbing Industry with extensive experience in managing teams to improving call quality. Recognized for promoting positive team collaboration and energy resulting in achieving company set quotas & goals. Consistently adaptable to industry changes and skilled in conflict resolution as well as staff training to deliver the top-tier customer service experience- every time the customer connects to an agent.
Overview
14
14
years of professional experience
Work History
Customer Service Supervisor
Perfect Home Services/ ABC Plumbing Heating & Cool
08.2024 - Current
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Supervised 4 Customer Service Representatives in providing excellent customer service to callers requiring assistance for Plumbing & HVAC issues.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
- Maximized employee retention, fostering a supportive work environment and offering growth opportunities.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
Office Manager
Windy City Mechanical, Inc.
02.2023 - 08.2024
- Established and oversaw performance targets for call center associates.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
- Led daily team meetings to review performance, set targets and motivate staff.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Supervised team of 15 employees and provided training focused on maximizing overall performance and customer experience.
- Directed dispatching, routing, and tracking of 6+ vehicles.
- Evaluated and adjusted routes based on daily needs, available workers, traffic hazards, and weather conditions.
- Trained company personnel Service Titan software
- Reviewing Call Analytics to maximize call booking rates
- On-Call Manager
Call Center Supervisor/ Trainer
Precision Today Plumbing, Heating & Cooling
09.2022 - 02.2023
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Supervised 30 Customer Service Representatives in providing excellent customer service to callers requiring assistance for Plumbing & HVAC issues.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
- Maximized employee retention, fostering a supportive work environment and offering growth opportunities.
- Trained company personnel Service Titan software
Dispatch Supervisor
Dykstra Home Services/Precision Today
06.2022 - 09.2022
- Supervised team of 10 employees and provided training focused on maximizing overall performance and customer experience.
- Directed dispatching, routing, and tracking of 20+ vehicles.
- Evaluated and adjusted routes based on daily needs, available workers, traffic hazards, and weather conditions.
- Trained company personnel Service Titan software
- Reviewing Call Analytics to maximize call booking rates
- 24/7 On-Call Supervisor
Customer Service Representative/ Dispatcher
Windy City Mechanical, Inc.
11.2010 - 08.2021
- Answer incoming calls, screen and review a list of questions to properly schedule and qualify customers needs.
- Route and direct a team of 10+ technicians
- Responded to customer requests for products, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Met customer call guidelines for service levels, handle time and productivity.
- Follow Up Calls, Email and Membership quoats
Education
High School Diploma -
Tinley Park High School
Tinley Park, IL2009
Skills
- Customer Service
- Time Management
- Call Monitoring
- Team Building and Leadership
- Strong Decision-Making
- Training and mentoring
- Customer Relations
- Work Prioritization
- Call Center Operations
- Service Titan
- Microsoft Office
- Handling Escalations
- Problem-Solving
- Decision-Making
- Team Development
- Positive and Constructive Feedback
- MS Office
- Sales Support
- Employee Scheduling
- Leading Team Meetings
- Quality Assurance
- Continuous Improvement
- Performance Evaluation
- Performance Management
- Proficient in Service Titan
- Policy Enforcement
- Workflow Coordination
- Call Center Management
- Staff assignments and supervision
- Team productivity
- Coaching and Mentoring
- Phone and Email Etiquette
Timeline
Customer Service Supervisor
Perfect Home Services/ ABC Plumbing Heating & Cool
08.2024 - Current
Office Manager
Windy City Mechanical, Inc.
02.2023 - 08.2024
Call Center Supervisor/ Trainer
Precision Today Plumbing, Heating & Cooling
09.2022 - 02.2023
Dispatch Supervisor
Dykstra Home Services/Precision Today
06.2022 - 09.2022
Customer Service Representative/ Dispatcher
Windy City Mechanical, Inc.
11.2010 - 08.2021
High School Diploma -
Tinley Park High School
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