Karen LeDay
San Diego,CA
Summary
Results-driven Dispatch Manager with extensive experience in logistics and operations. Expertise in scheduling coordination and customer relationship management, ensuring efficient routing of technicians to job sites and maintaining client communication. Open to full-time remote or hybrid opportunities.
Overview
9
9
years of professional experience
Work History
Lead Dispatcher / Accounts Receivables/ Operations
Powers Plumbing
01.2022 - Current
- Maintained accurate and up-to-date records of all service requests and dispatches. Effective methods for keeping records of customer interactions and processing customer accounts on a daily basis in Service Titan and Google Sheets.
- Demonstrating multi-tasking ability to maneuver multiple programs to accurately coordinate technicians to job sites, assign purchase orders based on technician skill set, and generate invoices to meet individual client expectations for commercial and residential properties.
- Scheduled and dispatched plumbing technicians for residential and commercial jobs, maintaining clear communication with customers and field staff to ensure prompt service delivery.
- Performed administrative tasks and coordinated schedules for preventative and recurring services for residential and commercial accounts.
- Managing, maintaining, and updating client portals using Service Titan software. Strategies and methods for identifying and assessing customers' needs to achieve satisfaction.
- Demonstrate multi-tasking ability to maneuver multiple programs to accurately coordinate technicians to job sites, assign Purchase orders based on technician skill set, generate invoices to meet individual client expectations for commercial and residential properties.
- Providing accurate and complete information to clients, technicians, and management.
- Fielded client and technician inquiries, providing timely solutions and following up to ensure resolution of concerns.
- Adhered to company scripts during customer interactions to ensure consistency in service delivery., booking procedures, guidelines, and policies.
- Prioritize scheduling work orders based on urgency, the nature of the service request, and technician availability.
- Ensure that all technicians receive the necessary documentation and information for each work order. This will help them efficiently complete their tasks and ensure proper payment for services rendered.
- Effective strategies and best practices for utilizing Service Titan software to dispatch, create estimates and work orders, and conduct proper follow-up with customers to leverage these functions to successfully obtain sales on estimates or schedule recurring maintenance services, all while adhering to company guidelines.
- Coordinating scheduling and setting up meetings based on cross-functional availability for both internal and external stakeholders.
- Ability to transition onto different dispatching programs including; Field-Edge, Service Titan, GPS systems, memorization of individual account guidelines to ensure customer satisfaction and payment for services rendered for commercial accounts.
- Keep proper records for maintaining records for all Certificates of Insurance generated for subcontractors and customer accounts, as well as the process for updating them accordingly.
- Maintained follow-up log on Google Sheets to track proposed work from estimators and technicians, educating customers on services to enhance product longevity and facilitating agreements based on plumber recommendations.
- Follow up with customers after work order has been closed to ensure customer satisfaction and collect payment due, if applicable.
- Ability to educate customers on products and services offered by our company. Including but not limited to tankless water heater install and services, tank water heater installation and services (gas & electric), RO System installation and Maintenance, Whole house filtration system and maintenance, hydro jetting services and maintenance.
- Collaborate cross-functionally. Work closely with the sales team to achieve quotas while keeping clients satisfied and engaged with products and services.
- Manage subcontractor and plumber deadlines on projects while maintaining records for subcontractor payments and invoice payments.
- Assumed on-call responsibilities to address urgent scheduling needs for plumbing emergencies outside regular hours. for scheduling emergencies on weekends and nights.
- Trained new dispatch staff on operational procedures and software usage.
- Implemented scheduling adjustments based on real-time service needs and technician availability.
- Trained employees on triaging and dispatching procedures to properly handle daily calls.
- Participated in meetings with senior management to discuss upcoming projects or initiatives related to the dispatch department.
- Assisted in developing policies and procedures related to the dispatch department activities.
Dispatcher / Accounts Receivables / Operations
Xtreme Drainworks INC.
01.2018 - 01.2022
- Efficiently schedule and dispatch plumbing technicians for both residential and commercial jobs. A key part of the role is maintaining clear communication between customers and our field staff to ensure prompt and effective service.
- Demonstrating multi-tasking ability to maneuver multiple programs to accurately coordinate technicians to job sites, assign purchase orders based on technician skill set, and generate invoices to meet individual client expectations for commercial and residential properties.
- Prioritize scheduling work orders based on urgency, the nature of the service request, and technician availability.
- Ensure that all technicians receive the necessary documentation and information for each work order. This will help them efficiently complete their tasks and ensure proper payment for services rendered.
- Maintained follow-up log in Google Sheets to track proposed work from estimators, office staff, and technicians, including estimates for product replacements, service and repair attempts, and beneficial services.
- Ability to manage various software programs effectively to ensure smooth communication and efficient processing of vital information among office staff, technicians, and customers. Throughout my employment, I have successfully transitioned between different software platforms, including BreezeWorks, Housecall Pro, QuickBooks, and Converge.
- Performed administrative tasks and coordinated schedules for preventative and recurring services for residential and commercial accounts.
- Additionally, educate and sell customers on services that help maintain their products, either due to warranties or to sustain product longevity. Agreements can be proposed on an annual, quarterly, or monthly basis, depending on the plumber's recommendations.
- Process camera inspection reports and video footage, ensuring all company guidelines are met before release.
- Assist the Chief of Finances with accounts receivable and accounts payable tasks.
- Ensure the accuracy of all credit card transactions and submit payments on QuickBooks.
Education
Some College (No Degree) - Business Administration And Management
San Diego Mesa College
San Diego, CA08-2026
Skills
- Scheduling management
- Dispatching procedures
- Work order generation
- Client relationship management
- Data analysis
- Performance tracking
- Resource allocation
- Critical thinker
- Project management
- Workflow prioritization
- Time management
- Multitasking and organization
- Customer service
- Customer support
- Client follow-up
- Team scheduling
- Monitoring field personnel
- Record management
- Data entry
- New hire training
- Strong leadership
- Business management and sales
- Team collaboration
- Stakeholder engagement
- Problem-solving
- Conflict resolution
- Quick decision making
- Technical knowledge
- [Software] proficiency
- Listening skills
- Communication skills
- Critical thinker
- Account management
- Account management
- Stakeholder engagement
Timeline
Lead Dispatcher / Accounts Receivables/ Operations
Powers Plumbing
01.2022 - Current
Dispatcher / Accounts Receivables / Operations
Xtreme Drainworks INC.
01.2018 - 01.2022
Some College (No Degree) - Business Administration And Management
San Diego Mesa College