Karen Molinar

Directed dispatching, routing, and tracking of 15 fleet vehicles.

• Monitored vehicle locations to coordinate timely arrivals on Samsara software.
• Managed patient accounts by processing invoices and collecting payments for all scheduled trips to provide proof of transaction.
• Minimized cost of operations by optimizing routes for drivers to align with budget.
• Trained new team members to apply best practices and comply with company protocols and regulations.
• Communicated with drivers and medical facility personnel to coordinate timely and safe patient arrivals.
• Assisted in resolving patient/case management complaints and grievances.
• Answered phone calls and responded to emails from patient case managers.
• Tracked and scheduled vehicle maintenance through Samsara software.
• Utilized Routing Box and Tevvo dispatch software to enter and schedule patient transportation services.
• Collaborated alongside other dispatchers to maintain seamless workflow during shift changes.
• Reduced errors in dispatch logs by double-checking and calling patient case managers daily to confirm all scheduled trips
• Consistently met daily performance metrics averaging 98% On-Time percentage during assigned shift, contributing to overall success of department.

• Coordinated schedules for over 10 (HVAC / Plumbing) service technicians based on abilities, sales skillset, and location for optimal coverage of daily workload and changing demands.
• Monitored technician's locations to coordinate timely arrivals to service calls, solved discrepancies to keep technicians on track, and control costs by creating optimized route plans for technicians to minimize time and field waste.
• Scheduled regular vehicle inspections and preventive maintenances.
• Closely monitored all service calls booked by customer service representatives to ensure all information in job summary is accurate for technicians and company records.
• Communicated with customers to provide any appointment updates needed and appropriate technician ETAs.
• Answered phone calls and responded to customer emails assisting them with questions or concerns on estimates / invoices sent after service visits, complaints about prior service visits, and new service or estimate requests.
• Conducted close out process for each service call technicians ran to ensure all necessary pictures, technician notes, and pricing / balances collected are accurate. Also added internal notes for upper management's use including tech's performance on site and customer comments for future reference.
• Scheduled and organized all repairs sold with customers to ensure all materials necessary to complete work are in stock and payments are collected prior to work.
• Worked and communicated daily with warehouse team to ensure correct parts were ordered for projects and status on parts for pending repairs.
• Managed customer accounts and invoicing.
• Followed up with customers after service calls were completed for quality assurance check and to ensure technician didn't miss anything on site.
• Assisted accounting department in identifying and contacting customers with overdue balances to collect payments
• Researched billing errors and discrepancies to initiate corrective action.
• Maintained updated and detailed records of service technician KPIs for upper management to easily view weekly productivity, revenue, and ensure all technicians are achieving their set goals.
• Attended and led weekly operations meetings to solve relevant issues and bring forward employee concerns.
• Cross-trained existing office employees and provided guidance to new office team members to provided exceptional dispatch support.
• Approved service technician timecards including commissions / bonuses claimed and handled any discrepancies with employees.
• Assisted Human Resources and Accounting by processing payroll, and performing pay adjustments.
• Worked with Service Titan, Service Fusion, QuickBooks, Geotab, Paycom, Callrail, and Dialpad daily.

• Answered high volume of phone calls and helped answer questions from potential customers
• Made over 200 outbound calls to new and existing clients to potentially sell services, previous recommended repairs, and memberships.
• Responded to customer requests for products, services, and company information via phone call, text, or email in both English & Spanish.
• Acted as first point of contact and set appointments for new and existing clients.
• Closely monitored dispatch board while making outbound/taking inbound calls to ensure schedule is not overbooked.
• Worked with dispatch department closely to ensure all service demands are met.
• Maintained up-to-date knowledge of product and services provided by company to educate customers on offerings and upsold products/services to increase revenue.
• Input new customer information into Service Titan database to create account for future outbound marketing campaigns.
• Identified customer issues to resolve product or service complaints delegated to management when customer issues escalated and worked together to find resolutions.
• Processed debit and credit card payments, set up monthly payments for membership agreements and management approved in-house payment plans.

• Successfully managed embroidery production activities to achieve aggressive production goals, minimize product defects, and assure on-time shipment of orders.
• Answered incoming calls, processed requests and relayed messages to appropriate personnel daily.
• Created and updated digital files to maintain current and accurate customer documentation.
• Reviewed embroidery production processes for work quality, design specifications, and compliance with company standards.
• Resolved machinery malfunctions and production defect issues promptly to maintain daily productivity goals.
• Tested new materials and embroidery designs in sample production runs.
• Authored clear and professional company emails and messages.

• Operated computerized embroidery machine to complete work to order specification.
• Determined size and thread requirement to load machine bobbins.
• Calibrated machine settings for stitch length, tension and spacing to create designs efficiently.
• Observed operation to align stitching and monitor equipment for malfunction.
• Tracked and restocked production supply and inventory of thread and material.
• Examined materials and compared to documentation for accuracy and quality.
• Analyzed sale order to determine design and location of embroidery.
• Collaborated with supervisor to obtain special instructions on work patterns and new designs.