Kendra Hanan
Shawnee,KS
Summary
I’m an experienced Service Dispatcher and Operations Coordinator with a strong track record of keeping fast-paced technical teams moving, informed, and equipped to deliver exceptional service. I currently support a field force of 30–50 HVAC service technicians, coordinating daily operations for more than 500 contracted customers representing over $24M in annual value. In my role, I partner closely with our Customer Service Support Team Manager to ensure that every customer interaction is handled with professionalism, urgency, and care.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Service Coordinator
US Engineering
2023.06 - Current
- HVAC dispatcher/coordinator for 42 technicians, Vendor management, Payroll, and Portal management are included in daily tasks. Work order management, Scheduling, Customer service, and Creating purchase orders occur hourly. Team member relationships are incredibly paramount.
Project Coordinator
Central Surfaces, Kansas City, MO
2021.07 - 2023.06
- Ensures job, as quoted, finishes to completion within industry standards, managing deadlines and workflow with scheduling meetings and appointments, Identifies and plans for risks. Understanding client needs and creating estimates.
Project Manager, Estimator, Office Manager
The Installer Group, Sacramento, CA
2015.10 - 2021.07
- Executing & Monitoring Projects, Responsible for vendor management/material ordering, Accounting (QB), White glove customer service, Scheduling, Reconciliation
Kitchen Sales
IKEA, Sacramento, CA
2011.06 - 2015.10
- Closing and opening duties for cash office and store, Customer service, Kitchen cabinet/countertop design, Accounting/Receiving payments
Education
High School Diploma - Wine & Spirits and Catering
Le Cordon Bleu
Sacramento, CA2011-02
High School Diploma -
Sacramento High School
Sacramento, CA2006-05
Skills
- Incredible work ethic
- Organized
- Critical Thinker/Problem Solver
- Great Communication Skills
- Client Partnership
- Efficient
- Active listener
- Adaptability
Websites
Accomplishments
Resolved customer issues on first contact in over 90% of cases, improving overall satisfaction.
Recognized for delivering calm, clear communication during high‑stress or emergency situations.
Built strong relationships with drivers/technicians, improving trust and operational flow.
Maintained detailed records that supported compliance, audits, and performance reporting.
Certification
Customer Service- Home Depot
recognized me on three
different occasions for
exceptional customer service
Employee of the Month- IKEA
recognized me as their July
employee of the month
Languages
English
Timeline
Service Coordinator
US Engineering
2023.06 - Current
Project Coordinator
Central Surfaces, Kansas City, MO
2021.07 - 2023.06
Project Manager, Estimator, Office Manager
The Installer Group, Sacramento, CA
2015.10 - 2021.07
Kitchen Sales
IKEA, Sacramento, CA
2011.06 - 2015.10
High School Diploma - Wine & Spirits and Catering
Le Cordon Bleu
High School Diploma -
Sacramento High School
AWARDS
Customer Service- Home Depot recognized me on three different occasions for exceptional customer service, Employee of the Month- IKEA recognized me as their July employee of the month