Kimberly Marroquin
Chicago,IL
Summary
Results-oriented leader with a proven track record at Economy Mechanical Services, skilled in QuickBooks and customer relationship management. Successfully streamlined operations to enhance customer satisfaction and drive team productivity. Expertise in financial oversight and conflict resolution led to significant operational efficiencies and improved customer retention. Career goals include further leveraging leadership skills to foster organizational growth.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Business Manager
Economy Mechanical Services
Mount Prospect, USA
01.2022 - Current
- Oversee the day-to-day operations of a growing mechanical services company, ensuring that all business functions run efficiently, and customer satisfaction is consistently met
- Manage weekly payroll processing for a team of technicians and office staff, ensuring accurate and timely compensation
- Utilize QuickBooks to manage company billing and payments, ensuring accurate invoicing and timely reconciliation of accounts
- Spearhead technician dispatching by optimizing service routes and schedules, significantly improving response times and operational efficiency
- Provide customers with accurate quotes for service and equipment replacement, maintaining high conversion rates by addressing customer concerns and offering tailored solutions
- Resolve complex customer service issues, including service delays or dissatisfaction, through proactive communication and timely resolutions
- Collaborate closely with the business owner to establish and implement Standard Operating Procedures (SOPs), contributing to a more organized and structured business environment
- Proactively identify areas for operational improvement and recommend changes that result in increased productivity and customer retention
Service Dispatcher
American Vintage Home, Inc
Evanston, USA
07.2021 - 01.2022
- Managed the scheduling and dispatching of HVAC and plumbing technicians, creating optimized routes that reduced travel time and increased efficiency
- Coordinated service orders, assigning them to the appropriate technician based on skill level, location, and priority, ensuring timely service delivery
- Managed parts inventory and coordinated the logistics of pick-up and delivery to ensure that technicians had the necessary tools and supplies for each job
- Facilitated clear communication between office staff and field technicians, ensuring all parties were informed of job status, customer needs, and special requests
- Played a key role in customer relations by addressing concerns and handling follow-up service requests, ensuring customer issues were resolved swiftly and to their satisfaction
- Assisted management in developing new procedures for service order tracking and follow-up, improving the customer experience and overall efficiency
Studio Manager
Elements Massage
Park Ridge, USA
08.2020 - 07.2021
- Managed a team of 20+ employees, including massage therapists, customer service representatives, and administrative staff, ensuring the studio ran smoothly and efficiently
- Administered payroll for all employees, maintaining accuracy in hours worked, tips, and bonuses
- Handled scheduling, balancing the needs of both clients and staff to ensure optimal coverage and customer satisfaction during peak hours
- Managed inventory, including purchasing supplies such as oils, linens, and other spa materials, to maintain a well-stocked and sanitized environment
- Promoted the massage studio's services through local networking, social media marketing, and referral programs, increasing client retention and attracting new clients
- Developed and maintained client relationships through personalized services and loyalty programs, resulting in improved customer retention and repeat business
Salon Director
Kossof Salons
Chicago, USA
04.2019 - 08.2020
- Led operations for six salon locations within senior living communities, overseeing day-to-day activities to ensure smooth operations and client satisfaction
- Managed payroll for a diverse team of stylists, manicurists, and front desk staff, ensuring accurate compensation and adherence to company policies
- Played a pivotal role in recruitment, interviewing, and onboarding new stylists and support staff, contributing to team growth and a positive work culture
- Designed and implemented training programs for new employees, ensuring high standards for service delivery and client interaction
- Developed strong partnerships with senior living community property directors to secure new business and enhance salon visibility within these communities
- Oversaw inventory management, ordering supplies, and maintaining a well-organized salon environment that aligned with company standards
- Increased revenue by identifying and pursuing new business opportunities, including special events and promotional activities targeted at senior residents
Dispatch Manager-Office Manager
AA Service Co. Heating & Cooling
Northbrook, USA
07.2014 - 04.2019
- Managed the dispatching and scheduling of HVAC technicians, ensuring timely service delivery based on skillset and customer priority
- Streamlined office operations by implementing efficient scheduling systems and processes, which significantly improved technician efficiency and reduced service delays
- Coordinated technician payroll, including timekeeping, overtime, and expense reporting, ensuring compliance with labor regulations and accurate compensation
- Oversaw invoicing and billing, ensuring clients were charged accurately for services rendered and any additional work completed
- Managed customer service contracts, ensuring that clients received timely reminders for scheduled maintenance visits and follow-up service
- Developed and maintained strong relationships with long-term customers, resulting in repeat business and increased referrals
- Took ownership of bi-annual maintenance visits, ensuring that clients were proactively contacted, and service appointments were scheduled in advance
Education
License - Esthetics
Ogle School of Hair
Arlington, TX05.2010
Skills
- Customer service
- Outlook
- Sales
- Customer Relationship Management
- Front Desk
- Accounts payable
- Analysis skills
- Clerical experience
- Leadership
- General ledger accounting
- P&L Statement Oversight
- Event Planning
- Logistics
- Conflict management
- Marketing
- Google Docs
- Millennium
- Upselling
- Management
- Relationship management
- Scheduling
- Interviewing
- Recruiting
- Account Management
- Research
- Payroll
- Operations
- Office management
- Administrative experience
- Strategic Development
- Sales Experience
- Proficient in QuickBooks
- Accounting software
- QuickBooks
- Retail Sales Expertise
- Executive Assistance Skills
- Medical Receptionist
- Bookkeeping
- Dispatch
- Business development
- Salon Management Software
- MS Office
- Human resources
- General ledger reconciliation
- Makeup Artistry Skills
- Guest Services
- Accounting
Certification
Esthetician License
Personal Information
Authorized To Work: US for any employer
Languages
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Business Manager
Economy Mechanical Services
01.2022 - Current
Service Dispatcher
American Vintage Home, Inc
07.2021 - 01.2022
Studio Manager
Elements Massage
08.2020 - 07.2021
Salon Director
Kossof Salons
04.2019 - 08.2020
Dispatch Manager-Office Manager
AA Service Co. Heating & Cooling
07.2014 - 04.2019
License - Esthetics
Ogle School of Hair
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