Luis Amely

*Managed approximately 50 to 60 customers phone calls and emails on a daily basis concerning issues with online banking, bill pay and debit card.

• Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results.
• Set team goals and collaborated with staff members
  to implement customer service initiatives.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Oversaw customer service operations, ensuring adherence to organizational policies and procedures.

• Successfully managed a large, diverse staff to meet service department and company objectives.
• Monitored employees to ensure accurate prioritization of service calls .
• Monitored calls and gave effective and constructive feedback to individual employees.
• Created schedules for preventative maintenance inspections and seasonal changes, A/C and heat start ups.
• Trained team members on performance metrics and consumer behavior identification.
• Served as liaison for customers, field personnel and management team.
• Fostered a positive work environment by consistently treating all employees and customers with respect and consideration.

• Monitored and maintained shop inventory by restocking materials, supplies and parts to ensure proper response to emergencies.
• Maintained consistent communication with stores and suppliers to confirm and track orders and verify price revisions on purchase orders.
• Communicated with vendors regarding backorder availability, future inventory and special orders.
• Responded to customer requests with information about service, parts availability, shipping information and status updates
• Ordered OEM parts from vendors such as HeatCraft, Hussmann, KeepRite, Heat Transfer Products and many others.
• Served as the primary liaison between company and vendors.
• Managed and processed warranty orders and returns.
• Coordinated, accepted and sorted incoming deliveries, routing to appropriate personnel.

• Scheduled and dispatched technicians to locations in Tri-State and Eastern Pennsylvania areas.
• Monitored dispatch board and prioritized calls.
• Dispatched more than 50 service calls each day.
• Monitored traffic and weather conditions and alerted technicians of potential issues in order to safely and promptly achieve daily objectives.
• Created team rotations to ensure 24-hour seven day a week emergency service.
• Implemented technicians' notes into the computer system during and after each service call.
• Communicated with customers to ensure that service expectations were met and effectively resolved issues and complaints.
• Established long-term customer relationships through prompt and courteous service.
• Developed reputation as an efficient service provider with high levels of accuracy.
• Coordinated daily dispatch operations to ensure timely service delivery.

• Kept track of all personnel in the field and confirmed completion of service issues.
• Maintained updated records of service calls placed, parts ordered, parts received and parts installed.
• Maintained accurate stock records and schedules.
• Communicated all delays and emergencies to customers and supervisors.
• Earned management trust by serving as key holder, responsibly opening and closing building.