Summary
Overview
Work History
Skills
Assessments
Certification
Timeline
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Kristi Reca

Kristi Reca

San Antonio,TX

Summary

To Whom It May Concern:

I am submitting my resume for your open position and appreciate your consideration. With 20 years of success in administrative, operations, and leadership roles, I bring extensive experience in scheduling, coordinating service teams, managing maintenance records, and ensuring tasks are completed on time and within budget. I have overseen high-value accounts and excel at streamlining processes, improving efficiency, delivering excellent customer service, and supporting reliable operations. I’m highly organized, detail-oriented, and skilled at balancing multiple priorities to help your team meet its goals. I welcome the opportunity to discuss how my background can meet your needs and exceed your expectations. Thank you for your time and consideration. I am authorized to work in the US for any employer.

Overview

33
33
years of professional experience
1
1
Certification

Work History

Preventive Maintenance Coordinator

MTech Comfort Systems USA
11.2023 - Current
  • Coordinated maintenance schedules and activities to optimize equipment uptime and operational efficiency.
  • Developed and implemented preventive maintenance programs to enhance reliability of systems and reduce downtime.
  • Managed inventory of maintenance supplies, ensuring adequate stock levels for timely repairs.
  • Led team meetings to discuss workflow improvements and address maintenance challenges proactively.
  • Analyzed work orders to identify trends, facilitating targeted training initiatives for improved performance.
  • Collaborated with vendors to negotiate service agreements, enhancing service quality while controlling costs.
  • Implemented key performance indicators to track maintenance effectiveness, driving continuous improvement initiatives.
  • Maintained detailed records of all maintenance activities performed, allowing for effective tracking of progress over time.
  • Tracked maintenance activity using Type software to confirm compliance with industry requirements.

Scheduler II/ CS Team Lead

Marathon Petroleum
03.2019 - 11.2023
  • Coordinate and optimize safe, efficient fuel deliveries, including scheduling, inventory tracking, demand forecasting, route planning, order processing, incident resolution, and contract compliance, while ensuring exceptional customer service.
  • Developed and documented new delivery procedures for Copper mine sites; built tracking tools, dashboards, and interactive logs to monitor performance, trends, and issues in real time.
  • Process customer orders, provide updates, manage scheduling data, and maintain optimal site inventory levels; handle delivery incidents and communicate with stakeholders to resolve issues promptly.
  • Assist with workflow coordination and expediting within Marathon Logistics; review production and shipment orders, monitor inventory, and generate custom reports to track KPIs and cost data.
  • Lead and coach teams to deliver outstanding customer service, provide training for new hires, document processes and manuals, and proactively improve workflows and quality assurance.
  • Communicate daily with clients, handle data entry for compliance, and drive continuous improvement through process mapping and implementation of new tools and procedures.

Quality Assurance Analyst

Home Depot Technical Center-K Force
02.2016 - 08.2018
  • Performed quality performance-based call monitoring and ticket quality audits.
  • Additionally, researched, designed, developed, and facilitated training courses, job aids, and reference manuals to convey quality standards.
  • Responsible for executing multiple small projects and/or rollouts simultaneously.
  • Shared responsibility and accountability with the project leadership team for the successful delivery of the entire project.
  • Supported the IT Support Desk management team by providing daily metrics information as necessary.
  • Provided customer support by answering agent questions and identified question trends for improvements.
  • Provided agent training and coaching on processes to maximize agent efficiency and increased speed and accuracy of customer service.
  • Lead the development of the Customer Service Highlight program.

Manager, Customer Service - HVAC Parts Distribution

JOHNSON CONTROLS YORK PARTS
01.2006 - 01.2014
  • Provide insightful strategic leadership to daily Customer Service operations, including management of Customer Service Representatives for both Refrigeration and Engineered Systems. Oversee customer service group in Louisville with accountability for HVAC and Controls Parts sales to End Users, GSA, and Non-ABCS Contractors. Develop and implement annual departmental goals, communicate with customers on daily basis, and ensure timely and accurate delivery of orders and shipments. Monitor 300 invoices / day for Baltimore Accounting Department, including credits, returns, and warranties. Facilitate monthly conference calls with four international hubs regarding guidance and training on key customer service issues. Implement promotional programs, special pricing, and sales incentives.
  • Supervise 21 employees at two locations, including two Supervisors, three Team Leaders, and 1 Accounting Representative, and 15 Customer Service Representatives.
  • Apply outstanding leaderships and organizational management skills to simultaneous supervision of multiple departments, including International Customer Service, Johnson Control Domestic Customer Service, Contractor Customer Service, Frick Refrigeration Customer Service in all Baltimore locations, and North American Parts Center for end users and building owners in Louisville, KY.
  • Provide flawless management of inbound and outbound sales with $10 million account base.
  • Developed process maps for all processes within customer service and accounting and implemented numerous improvements to reduce duplication and time wasters within processes.
  • Drive sales within team through relationship maintenance with Top Performing, Low Performing, and Target Accounts.
  • Delivered presentations on customer service and continuous improvement activities at the Global Parts International Team Meetings.
  • Effectively enhanced service levels through adjustment of staffing needs based on identification of peak calling times.
  • Successfully resolved ongoing software performance issues by efficiently collaborating with Call Center software team.

Executive Administrative Assistant

JOHNSON CONTROLS YORK PARTS
01.2000 - 01.2006
  • Assisted Director of Parts Operations with management of 60-member department and functioned as human resources liaison by processing employee documentation / files and communicating policy and benefit information to staff members. Maintained OSHA log, policy requirements, and workman's comp claims. Developed and maintained organizational charts, including detailed employee information and headcount tracking. Functioned as IT liaison for facility.
  • Created internal injury reporting procedures from scratch.

Front Office Manager

Chesapeake Communications
01.1993 - 01.1999
  • Spearheaded Lawson training manual development along with Lawson testing, implementation, and employee training.
  • Served as Team Leader of Appreciation Team, Physical Inventory Data Entry Team, Customer for Life Team, and Renovation Team.

Skills

  • Customer service
  • Management
  • Administrative
  • Continuous Improvement
  • Process documentation
  • Training development and implemention

Assessments

  • Spreadsheets with Microsoft Excel — Proficient March 2023 Knowledge of various Microsoft Excel features, functions, and formulas Full results: Proficient
  • Administrative assistant/receptionist — Proficient February 2023 Using basic scheduling and organizational skills in an office setting Full results: Proficient
  • Attention to detail — Proficient March 2023 Identifying differences in materials, following instructions, and detecting details among distracting information Full results: Proficient
  • Scheduling — Proficient October 2023 Cross-referencing agendas and itineraries to avoid scheduling conflicts Full results: Proficient
  • HR: Compensation & benefits — Proficient March 2023 Knowledge of compensation and benefits programs Full results: Proficient
  • Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

Certification

Greenbelt Six Sigma

Timeline

Preventive Maintenance Coordinator

MTech Comfort Systems USA
11.2023 - Current

Scheduler II/ CS Team Lead

Marathon Petroleum
03.2019 - 11.2023

Quality Assurance Analyst

Home Depot Technical Center-K Force
02.2016 - 08.2018

Manager, Customer Service - HVAC Parts Distribution

JOHNSON CONTROLS YORK PARTS
01.2006 - 01.2014

Executive Administrative Assistant

JOHNSON CONTROLS YORK PARTS
01.2000 - 01.2006

Front Office Manager

Chesapeake Communications
01.1993 - 01.1999

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Kristi Reca