Overview
Work History
Education
Skills
Timeline
Generic

Kimberly Osheel

Mesa,AZ

Overview

12
12
years of professional experience

Work History

Dispatch Manager

Thomas Home Services
02.2021 - Current
  • Organized and coordinated dispatch training programs for new hires and refresher training programs for existing personnel to continuously promote company vision, values and culture.
  • Conferred with customers to address questions, problems and requests for service or equipment to allocate dispatch coverage during peak service times and during employee shortages.
  • Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.
  • Recruited, interviewed and selected employees in compliance with hiring practices and minimum standards of qualification and recommended personnel for promotion, demotion or reclassification to meet staffing requirements.
  • Reported to management operational activities and maintained current records.
  • Evaluated current operational processes to help develop, implement and improve practices.
  • Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
  • Coordinated repairs to vehicles to maintain fleet operations.
  • Dispatched for success ( Right tech right job)

Operations Manager

Home Smart Solutions
01.2019 - 01.2021
  • Was a master of pipeline timelines, processes, team capabilities, etc
  • Managed daily pipeline and execute to companies’ timeline and quality standard
  • Monitored solar projects and identify & escalate potential timeline delays
  • Communicated & outline plans and solutions to customers and other internal departments
  • Verifying solar installs are completed each day
  • Plan and coordinate installations of photovoltaic (PV) solar systems to ensure conformance to codes of company standards.
  • Made sure contracts and proposals were filled out correctly.
  • Submit contracts to financing company and followed the process to enure funding had gone through as well as tracking every solar projects PTO has been completed and submitted to Fiance company.

Customer Service/Dispatch Manager

Delta Mechanical Inc
01.2014 - 01.2019
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Followed through with client requests to resolve problems.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Monitored customer service operations to assess agent performance and provide feedback.
  • Monitored Dispatch operations to assess agent performance and provide feedback.
  • Monitored Dispatch Board to ensure best possible routing
  • Dispatched for success ( Right tech right job)
  • Managed and arranged employees schedules to enure maximum profitability.

Team Lead

IPacesetters
09.2010 - 01.2014
  • Coached team members in techniques necessary to complete job tasks.
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Directed and supervised team of 20 agents.
  • Managed schedules, accepted time off requests and found coverage for short shifts.

Education

S -

Rio Salado
Tempe, AZ

High School Diploma -

Valley Christian High School
Chandler, AZ
05.1998

Skills

  • Daily Reports
  • Employee Performance Reviews
  • Organizational Standards
  • Fleet Dispatching
  • Workflow Processes
  • Customer Experience
  • Effective Scheduling
  • Customer Communication
  • Route Planning
  • Schedule Coordination
  • Targeted Improvement Action Plans
  • Sales Support
  • Dispatch Procedures
  • Phone Dispatch
  • Order Data Entry
  • Call Center Software
  • Service Level Agreements
  • Handle Communications
  • Effective Communication

Timeline

Dispatch Manager

Thomas Home Services
02.2021 - Current

Operations Manager

Home Smart Solutions
01.2019 - 01.2021

Customer Service/Dispatch Manager

Delta Mechanical Inc
01.2014 - 01.2019

Team Lead

IPacesetters
09.2010 - 01.2014

S -

Rio Salado

High School Diploma -

Valley Christian High School

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Kimberly Osheel