Karla Ochoa
Okeechobee,FL
Summary
Highly motivated individual with extensive customer service and sales experience focused on sales goals with a track record of driving increased revenue. Exemplary team-building and project management while developing strong collaborative relationships and delivering impressive results.
Overview
8
8
years of professional experience
Work History
Service Coordinator/Assistant Manager
ProTech AC & Plumbing Service
04.2022 - 06.2023
- Closely monitored dispatch board to triage and prioritize over 50 daily calls
- Directed dispatching, routing, and tracking of 10 plumbers daily
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards
- 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
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect
- Generated reports to track deliveries and maintain proper records and documentation
- Received new orders, prepared documentation, and assigned personnel
- Minimized cost of operations by optimizing routes for drivers to align with budget.
HVAC/Plumbing Dispatcher
Bayonet Plumbing, Cooling & Heating
01.2021 - 04.2022
- Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals
- Recorded and secured archives of customer requests, services performed and other dispatch information to maintain accurate records and appropriate filing systems
- Tracked and reviewed charts, graphs, schedules and other statistics to to maximize on-time performance, minimize customer wait times and service disruptions
- Closely monitored dispatch board to triage and prioritize over 100 daily calls
- Oversaw route and condition of field units to manage, daily schedule and maintain organized shifts
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
Bookkeeping and Dispatcher Assistant
Uplifting Air
11.2019 - 12.2020
- Prepared and mailed account statements to vendors and kept meticulous correspondence documentation
- Validated and recorded invoices and resolved discrepancies with vendors
- Maintained inventory of office supplies and placed orders
- Input data into accounting system and maintained integrity of system information to alleviate potential breaches
- Updated financial records using various software programs for current, accurate accounts
- Managed invoices, payments and deposits, maintaining accurate expenditure records
- Managed complex problem-solving for upper management in order to complete projects on-time and within budget
- Implemented Service Titan software and provided training to all AC installers at multiple locations.
Sales Associate/Cashier
Canterbury Farms
06.2015 - 02.2018
- Helped customers complete purchases, locate requested items and suggest new plants and trees
- Promoted customer loyalty and consistent sales through friendly service and knowledgeable assistance
- Assisted the spanish speaking employees and customers to facilitate that needs were meet successfully
- Replenished sales merchandise both inside the store and outside in the nursery for optimal appearance
- Processed credit card and debit payments via POS systems, providing accurate charges and credits
- Worked closely with shift manager to solve problems and handle customer concerns
- Greeted all customers warmly to build welcoming and positive atmosphere within the nursery
- Reconciled daily totals to POS systems vs end of day
Education
Associate of Arts -
Pasco-Hernando State College
Spring Hill2025
High School Diploma -
Central High School
Brooksville2018
Skills
- Interpersonal Communication
- Multitask and Time Management
- Flexible and Reliable
- Bilingual: English/Spanish
- Excellent Leadership and Problem-solving abilities
- Highly organized and Efficient
Timeline
Service Coordinator/Assistant Manager
ProTech AC & Plumbing Service
04.2022 - 06.2023
HVAC/Plumbing Dispatcher
Bayonet Plumbing, Cooling & Heating
01.2021 - 04.2022
Bookkeeping and Dispatcher Assistant
Uplifting Air
11.2019 - 12.2020
Sales Associate/Cashier
Canterbury Farms
06.2015 - 02.2018
Associate of Arts -
Pasco-Hernando State College
High School Diploma -
Central High School
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