Mary-Lynn Silva

• Resolved customer inquiries and complaints efficiently, enhancing overall satisfaction.
• Trained new team members on customer service protocols and systems.
• Implemented process improvements to streamline service delivery in busy periods.
• Assisted in managing daily operations, ensuring adherence to company policies.
• Collaborated with cross-functional teams to improve product availability and customer experience.
• Monitored service metrics and provided feedback for continuous improvement initiatives.
• Facilitated communication between customers and management to resolve escalated issues effectively.
• Resolved customer service issues using company processes and policies and provided updates to customers.
• Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
• Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
• Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
• Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
• Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
• Greeted customers and listened closely to problems described to determine solutions.

I maintained all incoming dispatch of service calls for HVAC/Refrigeration and all invoicing and customer care. I also did Accounts Payable and Receivable. I managed all of the Technicians in the field on all jobs being dispatched out and opening/ in process/ and closing of work orders. Our biggest account was Wal-Mart and all HVAC/Refrigeration dispatched calls.

• Supervised daily operations, ensuring compliance with safety and quality standards.
• Coordinated scheduling of maintenance and repair services for optimal workflow.
• Resolved customer inquiries and concerns, maintaining high satisfaction levels.
• Handled customer complaints and inquiries.
• Managed daily operations of the service department, maintaining a high level of organization and productivity.
• Monitored team's performance and gave feedback when necessary.
• Ensured all safety protocols were followed, resulting in a safe working environment for employees and customers alike.