Lizeth Cruz
Barrington ,IL
Summary
Professional Dispatch Manager with considerable experience working in busy environment. Efficiently works with Technicians, Dispatchers and management to create most effective service routes and schedule to maximize Tech efficiency and revenue per call. Enjoy working in challenging situations, remaining calm and level-headed in stressful situations. Hardworking Dispatch Manager with strong workload coordination and task delegation skills. Outgoing personality
Overview
17
17
years of professional experience
Work History
Dispatch Manager
ABC Plumbing, Heating, Air Conditioning, And Electrical
2021.02 - Current
- Dispatched nine different divisions- Plumbing, Electrical, Sewer, HVAC (Service, Sales and Installations) with 300 Technicians including Tampa Fl location.
- 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.
- Reported to management operational activities and maintained current records.
- Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.
- Organized and coordinated dispatch training programs for new hires and refresher training programs for existing personnel to continuously promote company vision, values and culture.
- 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.
- Tracked and reviewed charts, graphs, schedules and other statistics to to maximize on-time performance, minimize customer wait times and service disruptions.
- Evaluated current operational processes to help develop, implement and improve practices.
- Drove sales by delivering expert customer service support for escalated ongoing or specialized issues.
Account Manager
Trinity Warranty
2017.01 - 2021.02
- Managed Hertz and Walgreens HVAC and Refrigeration maintenance, repairs and new unit installations.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Educated clients on new products or services to increase customer engagement with brand.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Coordinated with internal teams to facilitate prompt delivery of client projects.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals
- Developed and implemented strategies to increase client retention.
- Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue.
- Set clear sales goals to identify activities and behaviors to advance sales process and close deals.
Talro Insurance Auto Agency
Office Manager
2015.12 - 2016.12
- Generated quotes and proposals for clients to match individual needs.
- Provided comprehensive product knowledge and guidance to help clients on product selection.
- Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.
- Followed up promptly with interested clients to close sales.
- Sought out new clients and developed client relationships through networking, direct referrals, lead databases, and cold calling.
- Met with prospective clients to discuss insurance needs and provide solutions.
- Sold auto, home, life, and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
- Developed sales strategies to increase sales of insurance policies.
Customer Service Manager/Renewals Account Manager
Xpert Insurance Agency
2012.09 - 2015.11
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- 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.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Followed through with client requests to resolve problems.
- Kept accurate records to document customer service actions and discussions.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
Logistics Administration Specialists
FedEx Trade Network
2007.01 - 2012.10
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Maintained personnel records and updated internal databases to support document management.
- Collected, validated, and distributed information to employees.
- Computerized office activities, maintained customer communications, and tracked records through delivery.
- Entered and maintained departmental records in company database.
- Troubleshot employee concerns and recommended corrective actions to resolve issues.
- Completed forms and reports to facilitate admission, transfer or discharge.
- Generated reports to suggest corrective actions and process improvements.
- Evaluated operational practices and identified improvement opportunities to develop revisions for systems and procedures.
- Managed company schedule to coordinate calendar and arrange travel.
- Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
Education
Associate of Science - Criminal Justice
ITT Technical Institute
Oakbrook Terrace, IL12.2012
Skills
- Mentoring and Coaching
- Workflow Planning
- Manpower Planning
- Training and Development
- Sales Support
- Route Planning
- Labor Cost Control
- Multiple Project Coordination
- Employee Performance Reviews
- Daily Reports
- Customer Relationship Management
- Work Crew Dispatch
- Resource Monitoring
- Maintaining Call Metrics
- Strategy Development
- Service Coordination
- Critical Thinking
- Prioritizing Calls
- Decision-Making
- Creative Thinking
Languages
Spanish
Native or Bilingual
Timeline
Dispatch Manager
ABC Plumbing, Heating, Air Conditioning, And Electrical
2021.02 - Current
Account Manager
Trinity Warranty
2017.01 - 2021.02
Talro Insurance Auto Agency
Office Manager
2015.12 - 2016.12
Customer Service Manager/Renewals Account Manager
Xpert Insurance Agency
2012.09 - 2015.11
Logistics Administration Specialists
FedEx Trade Network
2007.01 - 2012.10
Associate of Science - Criminal Justice
ITT Technical Institute
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