Kelly Rohr
Customer Service/Dispatcher/Office Manager
Englewood
Summary
Dynamic Dispatch Operations Manager at NexGen HVAC, LLC, skilled in logistics management and customer communication. Achieved significant reductions in response times and improved satisfaction rates through effective complaint resolution and strategic route planning. Proven ability to foster strong relationships with drivers and vendors, enhancing operational efficiency and service quality.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Knowledgeable and dedicated customer service professional with extensive experience Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
25
25
years of professional experience
Work History
Dispatch Operations Manager
NexGen HVAC, LLC
03.2022 - 04.2026
- Reduced response times for customer inquiries with effective communication strategies and thorough knowledge of operations.
- Implemented a complaint resolution process to address driver and customer concerns, leading to improved satisfaction rates.
- Leveraged strong negotiation skills when working with vendors to secure cost-effective rates for transportation services.
- Facilitated cross-training initiatives among dispatchers in various departments leading to greater flexibility during peak periods.
- Assisted in hiring new employees by conducting interviews, evaluating candidates'' skills, and making recommendations based on company needs.
- Developed strong relationships with drivers to optimize routing, reduce delivery times, and improve overall customer satisfaction.
- Conducted regular review meetings with senior management presenting progress updates on key performance indicators related to the department.
- Assisted in recruiting, hiring and training of team members.
- Reported issues to higher management with great detail.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Tracked and reviewed charts, graphs, schedules and other statistics to to maximize on-time performance, minimize customer wait times and service disruptions.
- Collaborated with logistics teams to develop strategic plans for optimizing transport routes, reducing costs, and improving service levels.
Sales Associate/Cashier
Safeway
12.2021 - 12.2022
- Built relationships with customers to encourage repeat business.
- Solved customer challenges by offering relevant products and services.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Helped customers locate products and checked store system for merchandise at other sites.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Increased customer loyalty with personalized shopping experiences and attentive service.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Prioritized helping customers over completing other routine tasks in store.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Welcomed customers and helped determine their needs.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Streamlined checkout process, significantly reducing wait times and improving customer satisfaction.
7-11
Manager Assistant
02.2016 - 11.2021
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Managed time efficiently in order to complete all tasks within deadlines.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked effectively in fast-paced environments.
- Paid attention to detail while completing assignments.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Resolved problems, improved operations, and provided exceptional service.
- Organized and detail-oriented with a strong work ethic.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Worked flexible hours across night, weekend, and holiday shifts.
- Worked well in a team setting, providing support and guidance.
- Strengthened communication skills through regular interactions with others.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Sales Associate
7-11 Convenience Store
10.2016 - 04.2017
- Answered customer questions about sizing, accessories, and merchandise care.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Prepared merchandise for sales floor by pricing or tagging.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Assisted in inventory management tasks, such as stock replenishment and cycle counts, to ensure product availability.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Provided training to new staff on sales techniques and store procedures, ensuring consistent customer service experience.
- Implemented feedback from customer surveys to improve shopping experience and meet customer needs.
- Participated in visual merchandising, creating attractive displays that stimulated customer interest and sales.
- Monitored sales trends to adjust sales strategies and meet changing customer demands.
- Solved customer challenges by offering relevant products and services.
- Built relationships with customers to encourage repeat business.
- Wrapped, boxed and weighed bakery department products.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Helped customers locate products and checked store system for merchandise at other sites.
- Engaged with customers to build rapport and loyalty.
Customer Service Representative
Caddo Design and Office Products
01.2001 - 12.2016
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Managed timely and effective replacement of damaged or missing products.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Investigated and resolved accounting, service and delivery concerns.
- Increased efficiency and team productivity by promoting operational best practices.
- Cross-trained and provided backup support for organizational leadership.
Sales Associate
Subway
02.2013 - 03.2016
- Engaged with customers to effectively build rapport and lasting relationships.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Managed conflict resolution with dissatisfied customers professionally, resulting in improved customer retention rates.
- Managed inventory to ensure product availability, contributing to uptick in sales.
- Developed strong rapport with customers and created positive impression of business.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Used in-store system to locate inventory and place special orders for customers.
- Performed cash, card, and check transactions to complete customer purchases.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Answered customer questions about sizing, accessories, and merchandise care.
- Prepared merchandise for sales floor by pricing or tagging.
- Solved customer challenges by offering relevant products and services.
- Built relationships with customers to encourage repeat business.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Assisted in inventory management tasks, such as stock replenishment and cycle counts, to ensure product availability.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Streamlined checkout process, significantly reducing wait times and improving customer satisfaction.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Created inviting environment for customers by maintaining store organization and cleanliness.
- Recommended complementary purchases to customers, increasing revenue.
Education
No Degree - Office Specialist
Barnes Business College
150 S. Sheridan Blvd. 80026 05.2001 -
High School Diploma -
North High School
2960 Speer Blvd. Denver, CO06-1986
Skills
Route planning
Scheduling coordination
Transportation
Logistics management
Customer communication
Daily reports
Workflow planning
Schedule coordination
Employee performance reviews
Fleet maintenance
Phone dispatch
Employee time records
Order data entry
Excellent communication
Verbal and written communication
Time management abilities
Self motivation
Timeline
Dispatch Operations Manager
NexGen HVAC, LLC
03.2022 - 04.2026
Sales Associate/Cashier
Safeway
12.2021 - 12.2022
Sales Associate
7-11 Convenience Store
10.2016 - 04.2017
7-11
Manager Assistant
02.2016 - 11.2021
Sales Associate
Subway
02.2013 - 03.2016
No Degree - Office Specialist
Barnes Business College
05.2001 -
Customer Service Representative
Caddo Design and Office Products
01.2001 - 12.2016
High School Diploma -
North High School