Summary
Overview
Work History
Education
Skills
Timeline
Generic

Karla Sylva

Las Vegas,NV

Summary

Dynamic professional with a proven track record at Quality Towing, excelling in service excellence and customer relations. Adept at multitasking and organization. Equipped with strong problem-solving abilities, willingness to learn, and attention to detail fostered positive client relationships and enhanced overall satisfaction. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Overview

24
24
years of professional experience

Work History

Dispatcher / Customer Service Representative

Quality Towing
12.2020 - Current
  • Coordinated towing operations for 3 Tow Companies, ensuring timely responses to customer requests and service calls.
  • Resolved customer inquiries and complaints promptly, fostering positive relationships and satisfaction levels.
  • Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
  • Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
  • Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
  • Maintained updated and detailed records of calls in physical and electronic database.
  • Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
  • Promoted teamwork among colleagues by proactively assisting others when needed.
  • Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
  • Processed invoices and payments for dispatched orders to provide proof of transaction.
  • Maintained high levels of confidentiality and discretion with sensitive information.
  • Monitored vehicle locations to coordinate timely arrivals.
  • Tracked and monitored vehicle performance and maintenance.
  • Managed customer accounts and invoicing.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Managed dispatch systems effectively, optimizing routes for efficiency and reducing response times.
  • Communicated with drivers to relay instructions and provide real-time updates on job status.
  • Created Inventory cards using data collected from vehicles to keep track of incoming & outgoing impounds.
  • Data entry, scanning, copying, filing, verifying all paperwork to ensure accuracy for vehicles to be released, towed to & from & vehicles to be auctioned.

Manager / Pest Control Specialist

Keoni Pest Management
08.2001 - 10.2020
  • Led team in implementing effective pest management strategies, enhancing service quality and customer satisfaction.
  • Developed training programs for staff, improving knowledge of pest control techniques and compliance standards.
  • Streamlined operational processes to increase efficiency and reduce response times for service requests.
  • Conducted regular performance reviews, providing constructive feedback to foster professional development among team members.
  • Accomplished multiple tasks within established timeframes.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Cross-trained existing employees to maximize team agility and performance.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Established team priorities, maintained schedules and monitored performance.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Implemented pest management strategies to effectively eliminate infestations in residential and commercial properties.
  • Conducted thorough inspections to identify pest issues, recommending tailored treatment plans for clients' needs.
  • Developed and maintained strong client relationships through exceptional customer service and follow-up consultations.
  • Educated clients on preventative measures, reducing the occurrence of future infestations.
  • Improved client satisfaction with thorough and timely pest control treatments.
  • Ensured proper storage and handling of chemicals, minimizing environmental impact and maintaining regulatory compliance.
  • Expanded company clientele through positive word-of-mouth referrals from satisfied customers due to exceptional service delivery.
  • Developed customized treatment plans tailored to each client''s specific needs and concerns.
  • Optimized scheduling efficiency by coordinating appointments in geographically strategic routes, maximizing time utilization for multiple jobs daily.
  • Applied pesticides to inside and outside of structures utilizing company protocols.
  • Drove to customer residences and places of business to inspect for pests.
  • Inspected commercial and residential buildings and structures for pest issues.
  • Performed general pest control solutions such as bed bug and roach inspections and treatments.
  • Responded to customer phone calls and emails quickly to maximize service and improve retention rates.
  • Deployed physical baits, glue boards, and traps to catch and eliminate interior pests.
  • Wrote detailed reports for each job, noting sanitation, and structural issues that could potentially lead to pest activity.
  • Used integrated pest management (IPM) treatments to eliminate pests from residential and commercial properties.

Education

Vocational Certificate - Culinary Arts

Le Cordon Bleu
Las Vegas, NV
09-2005

Skills

  • Service excellence, Multitasking and organization
  • Detail-oriented data management, paperwork processing
  • Collaborative decision-making
  • Focused listening, Attention to detail
  • Stress tolerance, Time management
  • Dispatching procedures, Prioritizing calls
  • Customer relations, Problem-solving
  • Route planning & adjusting, map reading & tracking
  • Call handling, Driver communication, Dispatching field personnel

Timeline

Dispatcher / Customer Service Representative

Quality Towing
12.2020 - Current

Manager / Pest Control Specialist

Keoni Pest Management
08.2001 - 10.2020

Vocational Certificate - Culinary Arts

Le Cordon Bleu

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