Kristina Mendoza
Costa Mesa,California
Summary
Dedicated professional with experience leading dispatching activities using team management and complex problem-solving skills. Resourceful at juggling multiple tasks when scheduling jobs, optimizing travel and prioritizing service calls. Practiced in opening, delegating and closing tickets with speed and accuracy.
Overview
19
19
years of professional experience
Work History
Operations Dispatch Supervisor
CoolSys
Fullerton
01.2023 - Current
- Organized weekly KPI meetings with staff members to discuss branch PM completion rate, aging ticket concerns and first time fix rate.
- Drafted standard operating procedures for dispatch operations and trained staff accordingly.
- Monitored the performance of staff to ensure compliance with company policies and procedures as well as corporate goals for PM completion and days open for work orders.
- Created detailed reports on daily operations and presented them to upper management on a weekly basis.
- Provided assistance in resolving conflicts between departments or customers.
- Conducted training sessions for new employees regarding dispatch operations.
- Evaluated current systems and processes, identified areas of improvement, and implemented changes accordingly.
- Analyzed customer complaints and provided appropriate solutions to resolve issues.
- Performed administrative tasks such as payroll processing, time keeping.
San Diego Regional Support Dispatch
CoolSys / Source Refrigeration
10.2018 - 01.2022
- Driving process improvement in Texas area resulting in 100% improvement in backlog reduction
- 200% continuous improvement resulting from training in Texas
- Ensuring customer satisfaction limiting risks to the business by effectively maintaining a 14 average days old for an average of 4 months
- Monitor and route technicians in field to coordinate work orders, reduce travel time by effectively dispatching by location
- Prioritize calls according to urgency and importance, meeting SLA dates and times
- Address problems and requests with customers providing effective solutions.
Project Management
Hussmann Corp
Chino, CA
04.2007 - 03.2016
- Schedule the project in logical steps and budget time required to meet deadlines
- Prepare contracts and negotiate revisions, changes and additions to contractual agreements with architects, consultants, clients, suppliers and subcontractors
- Prepare and submit budget estimates, progress reports, or cost tracking reports
- Take actions to deal with the results of delays, bad weather, or emergencies at construction site.
Sales Coordinator
Tyler Refrigeration
Brea, CA
04.2005 - 03.2007
- Resolve customer complaints regarding sales and service
- Monitor customer preferences to determine focus of sales efforts
- Direct and coordinate activities involving sales of manufactured products, services, commodities, real estate or other subjects of sale
- Took daily inbound calls
- Data entry orders
- Consolidated Freight Shipments.
Education
MBA - Business Science
University of Phoenix
Tempe, AZ06-2013
BA in Business -
University of Phoenix
06.2011
AA in Business -
University of Phoenix
05.2009
Skills
- Oracle
- MS Office Suite
- MS Project
- Effective Delegation
- Scheduling and planning expertise
- Dispatch system knowledge
- Process improvement knowledge
Timeline
Operations Dispatch Supervisor
CoolSys
01.2023 - Current
San Diego Regional Support Dispatch
CoolSys / Source Refrigeration
10.2018 - 01.2022
Project Management
Hussmann Corp
04.2007 - 03.2016
Sales Coordinator
Tyler Refrigeration
04.2005 - 03.2007
MBA - Business Science
University of Phoenix
BA in Business -
University of Phoenix
AA in Business -
University of Phoenix
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