Kathryn Shutter
Rochester,New York
Summary
Passionate, hard working and proficient in customer service, I am seeking to bring my skills to the sky. Safety-oriented with attention to detail and eager to problem solve. Adept in managing and de-escalating high-stress situations and conflicts. Dependable, dedicated and would be honored to be a part of your team.
Overview
8
8
years of professional experience
Work History
HVAC Dispatcher Coordinator/Customer Service Representative
Ryan Plumbing, Heating & Fire Protection
09.2021 - Current
- Coordinated responses to emergencies by dispatching the appropriate technicians for the job while maintaining overall efficiency.
- Managed conflict resolutions with both customers and technicians to encourage dependable and professional relationships.
- De-escalated customers in stressful situations by providing them with helpful information and reassurance.
- Analyzed customer feedback and provided solutions to improve customer service.
- Worked closely with colleagues, customers, and contractors to resolve problems.
- Balanced schedule and customer demands against team capabilities and available resources to meet performance objectives.
- Processed invoices and payments for dispatched orders.
- Maintained safe work environment and confirmed current compliance with OSHA and other governmental regulations.
- Communicated with customers and technicians to coordinate timely delivery of service.
Service Dispatcher
Kennedy Mechanical
06.2021 - 09.2021
- Developed and implemented customer service policies and procedures.
- Answered phone calls and responded to customer emails.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Managed customer accounts and invoicing.
- Monitored and tracked technicians to provide detailed reports of each work order.
Server
Don's Original Restaurant & Pub
06.2015 - Current
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Served food and beverages efficiently and enthusiastically with focused attention to customer needs.
- Resolved customer complaints promptly and professionally to maintain positive reputation and customer experience.
- Maintained clean and organized dining room and kitchen to uphold restaurant hygiene standards.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Carried out complete opening and closing duties to keep restaurant working efficiently.
- Trained and supervised new employees
Education
No Degree - Undeclared
Monroe Community College
Rochester, NYNo Degree - Nursing
Niagara University
Niagara Falls, NYHigh School Diploma -
Penfield High School
Penfield, NY06.2017
Skills
- Customer Service
- Interpersonal Communications
- Stress management
- Problem-solving abilities
- Strong work ethic
- Time management and flexibility
- Physical stamina
- Detail-oriented
- Flexible and dependable
References
John Cipro (Employer: Don's Original)
john@donsoriginal.com
(585)377-1040
Jacob MacConnell (Service Manager: Ryan Plumbing, Heating and Fire Protection)
jmacconnell@ryanservice.com
(585)721-4804
Diane Cassidy (General Manager: Ryan Plumbing, Heating and Fire Protection)
dcassidy@ryanservice.com
(585)219-3440
Stephen Cassidy (President: Kennedy Mechanical)
scassidy@kennedymechanicalinc.com
(585)303-6312
Timeline
HVAC Dispatcher Coordinator/Customer Service Representative
Ryan Plumbing, Heating & Fire Protection
09.2021 - Current
Service Dispatcher
Kennedy Mechanical
06.2021 - 09.2021
Server
Don's Original Restaurant & Pub
06.2015 - Current
No Degree - Undeclared
Monroe Community College
No Degree - Nursing
Niagara University
High School Diploma -
Penfield High School
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