Larré Hodge
Laurel,MD
Summary
Dedicated customer service representative focused on applying + years of experience to contribute and grow within an organization. Exceptionally hard worker well-versed in customer relations, call center, and office management. Highly proficient in working with people of diverse cultural ethnicities and backgrounds. Proven leadership abilities in working as a team and acting as liaison with customers, vendors, and other departments within the company, managing multiple tasks, and great ability to deescalate and resolve customer concerns. Willing to relocate: Anywhere
Overview
11
11
years of professional experience
1
1
Certification
Work History
Administrative Assistant
HVAC Service Manager/Dispatcher
Sila Heating & Air Conditioning
11.2022 - Current
- Managed a team of XX HVAC technicians, overseeing their daily activities and ensuring efficient operations
- Implemented preventive maintenance programs to minimize equipment downtime and extend the lifespan of HVAC systems
- Developed and implemented standard operating procedures (SOPs) for HVAC installation, repair, and maintenance processes
- Oversaw the scheduling of service calls, ensuring prompt response times and high customer satisfaction levels
- Developed training programs to enhance technical skills of HVAC technicians, resulting in improved efficiency and customer satisfaction ratings
- Evaluated existing processes regularly to identify areas for improvement in terms of efficiency, productivity, or cost-effectiveness
- Conducted performance evaluations for HVAC technicians, providing constructive feedback and identifying areas for improvement
- Managed multiple projects simultaneously, prioritizing tasks based on urgency and resource availability
- Developed maintenance schedules for clients' HVAC systems, resulting in improved system reliability and reduced downtime
- Dispatched technicians to customer locations based on urgency and availability, optimizing efficiency and minimizing response time
- Collaborated with field technicians to ensure they have the necessary equipment and resources to complete assigned tasks
- Resolved scheduling conflicts or issues that arose during the day in a professional and efficient manner
- Developed strong relationships with field technicians through regular communication and support in order to maximize productivity levels
- Maintained open lines of communication between customers and technicians throughout the duration of each job assignment
- Managed a high volume of incoming calls, prioritizing urgent requests and providing accurate information to customers
- Participated in regular team meetings to discuss challenges, share best practices, and identify areas for improvement
Administrative Asst. / Receptionist
All About Taxes
01.2023 - 09.2023
- Managed multiple customer accounts independently and conducted tax audits for thousands of clients
- Collaborated with team members by providing support, knowledge, and resources required to maintain customer relationships, Managed client financial information
- Ensured accuracy and reported results, identify any discrepancies found, and correct errors immediately
- Proficiently and professionally responded to customer with questions pertaining to appointments, price, products and services, procedures and policy
HVAC Inside Sales/Dispatcher
Michael & Sons Services
03.2016 - 10.2022
- Received outbound calls for the call center, addressing customer inquiries, resolving concerns and providing information on services offered
- Scheduled and assigned appointments for route technicians daily itinerary, accounting for time and travel to ensure efficient delivery of services
- Cross-trained staff members regarding customer service training and provided post-training support
- Performed all administrative duties including answering phones, responding to emails, reviewing mail, and preparing and distributing materials and processing POs
- Documented follow up contact with customers via email or telephone after the technician completed assignment to ensure customer’s needs were met
- Conducted on site tours for potential guests and corporate accounts to assess needs and preferences for promotional events, business meetings, in areas of space requirements, and amenities
- Sourcing new sales opportunities through inbound lead follow-up and outbound cold calls and emails
- Routing qualified opportunities to the appropriate sales executives for further development and closure
- Close sales and achieve quarterly quotas, completed credit check for customers and completed finance processing with Wells Fargo/Greensky/Atwood
- Tracked sales prospects, following up with clients, submitting of proposals, closing contracts, and ordered HVAC equipment and parts for techs/customers
Activities Assistant
Dulles Health & Rehab Center-Part
08.2016 - 10.2018
- Working with the elderly activities department creating various ways of interaction with arts and crafts, performing intellectual and education activities that are relatable to all, sensory stimulation and keeping records on evaluation sheets
- Using log books to track the arrival and departing of visitation with residents, community coming and goings
- Updated MDS, completing initial and annual assessments, using data to produce
- Assisting residents to and from planned events, musicals, happy hour, social events, birthdays, cookouts, etc. in ways that will helping residents live a happy and productive life
- Time-
- Quarterly documentation
Human Resources -Metro Test & Balance
GSA
09.2014 - 03.2016
- Prepared and maintained accurate filing system and call log/database for all customer inquiries
- Established professional working relationships with vendors, customers, and employees
- Scheduled new clients, managed vehicle fleet & maintenance, Secured client records & Contracted Negotiations
- Organized and kept records of inventory filed or removed, using a database(Intuit/QuickBooks) to pay for orders and invoice customers for payment
- Provided Administrative support with work such as: Accounts Payable, Accounts Receivable, DLLR Payroll, Union dues, GSA security forms, Employee Background & Verification
- Ensured invoices were on time for company payouts, employee payouts, and all other invoicing inquires
Education
High school diploma or GED - undefined
Skills
- Human resources
- QuickBooks
- POS
- Customer service
- Project coordination
- Titan
- Computer skills
- Office Management Human Resource & Administration
- Supply chain
- Complaint handling
- Account management
- Detail Oriented & Organized Problem Solving skills
- Conflict management
- Word
- Typing
- Cash register
- Service Titan
- Microsoft Office
- Cold calling
- Sales
- Time management
- Security Trax
- PowerPoint
- Communication skills (9 years)
- CRM software
- Customer Relations
- Crew Management
- Warehouse experience
- Inside sales
- Front desk
- Outlook
- Leadership (10 years)
- Management Experience
- Telemarketing
- Analysis skills
- Sales Builder
- Plumbing
- Loss prevention
- Negotiation
- CRM
- Technical MS Office
- Supervising experience (6 years)
- Excel
Certification
CPR Certification
Languages
English
Timeline
Administrative Asst. / Receptionist
All About Taxes
01.2023 - 09.2023
HVAC Service Manager/Dispatcher
Sila Heating & Air Conditioning
11.2022 - Current
Activities Assistant
Dulles Health & Rehab Center-Part
08.2016 - 10.2018
HVAC Inside Sales/Dispatcher
Michael & Sons Services
03.2016 - 10.2022
Human Resources -Metro Test & Balance
GSA
09.2014 - 03.2016