MAURA E. WHITAKER

• Followed all company policies and procedures to deliver quality work.
• Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information. Averaging 75-100 calls ,text and emails per day.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Strengthened relationships with clients by conducting and Scheduling follow-up visits to ensure continued satisfaction with services provided.
• Coordinated seamless transitions from older HVAC systems to newer models through expert removal of existing equipment and precise installation of replacements.
• Improved installation processes by streamlining coordination efforts and enhancing communication among team members.
• Monitored progress of permit applications through various stages, efficiently resolving any issues that arose during the process.
• Maintained a strong working knowledge of local, state regulations pertaining to permits, ensuring that all applications were in compliance.
• Coordinated schedules and timelines for events. Seasonal Company events to build Employs moral
• Processed credit card payments, entry of Invoices and statements for accuracy in accounting process.
• Maintained strict confidentiality of sensitive financial data, protecting company integrity and privacy rights of individuals involved.
• Maintained payroll information by calculating, collecting, and entering data.
• Updated employee files with new details such as changes in address or salary levels.
• Verified timekeeping records and handled any discrepancies with employees.

• A comfort advisor is a sales position at an HVAC company
• As a comfort advisor, developing marketing strategies to reach new customers and maintain relationships with current customers to determine any other needs
• Consult homeowners on best options to achieve home comfort and improve air quality through their HVAC system
• Functioned with the HVAC Installation Department gather information for replacement installation of HVAC equipment
• Acquiring pictures and measurements of all HVAC equipment and the environment surrounding equipment
• Contributed this information the Installation Manager and Home Warranty Companies if needed
• Quoted Proposal of new HVAC equipment to the customers via E-mail or phone
• Submitted Permit information to the proper county permitting offices and followed up with the permits until the county permitting offices were completed with the inspection
• Optimized customer experience by promptly resolving any issues or complaints related to service or installation work.
• Worked with commercial clients to assess current systems and needs and build advantageous proposals.
• Handled over 50-75 residential contacts per week with tailored presentations showcasing features such as energy efficiency advantages, unit quietness and control systems.
• Managed paperwork with high accuracy, preparing strong proposals and obtaining necessary signatures for work to proceed.

As the Accounts Receivable Specialist was responsible for collecting payments for the company; using skills in project management, organization and communications to collect payments from clients and customers handling 100-150 calls, emails and text a day.

• Provided administrative support to all the Residential and Commercial Service Managers, with concerns to Account Receivables
• Pursuing invoices that are Past Due, reconcile payments to outstanding accounts; on the daily ageing report
• Operated with Service Coordinators, Billing Specialist and Controller to ensure that the Invoices and Payments are accurate
• Respond to emails regarding Accounts Receivable and Billing Issues follow up with the Billing Specialist for any alterations to invoices
• Statements and Past Due Notices sent on a monthly basis
• Monitor Past Due Invoices; phone calls and emails
• Conducted mailing of Certified letters to non-responsive customers to begin the collection process

• Residential Heating and Air Conditioning Department; Duties to include: Customer Assurance for HVAC Residential Services Department, including 100-150 incoming and outgoing calls, emails on a daily basis.
• Scheduling the day-to-day residential service/ maintenance calendar
• Supported the Technical Supervisor to quote, troubleshoot, order and schedule residential parts and equipment for repairs
• Accounts Receivable: responsible for collecting payments for a company; sending certified letters to start the collection process if need be
• Responding to emails regarding web inquiries about service or repairs in a timely manor
• Maintaining Preventative Service Agreements and renewals on a monthly basis; distributing postcards, calling /E-Mailing customers for scheduling maintenance calls
• Maintaining customer records

• Delivered support to ensure the smooth functioning of the Operations Department
• Dispatch for fuel oil & propane delivery services and HVAC services
• Daily processing of customers work orders, tracking various activities of department personal, Create work orders for HVAC & Propane Service calls, assist with department projects, assist with shipping and receiving orders as needed
• Interact with vendors and suppliers
• Supported HVAC customers with troubleshooting and processing of work orders and invoices
• Coordinate daily with line managers to assist in meeting the goals of the departments and the needs of the customers
• Uni-first lead contact, for departmental uniforms & apparel, including invoicing/ Special Requests
• Verizon Wireless - Department contact for phones & 2-way radio’s
• Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.

• Duties included: answering customer inquiries, entering and successfully processing orders (50-100 daily) via AS400
• Investigating customer problems and/or complaints to successful resolution
• Maintaining relationships with both internal and external customers with exceptional service
• Function as a liaison between customer service and other branch departments, National Accounts and/or Sales Representatives to provide product pricing and product research
• Producing monthly order guidelines
• Expedite orders as required
• Working effectively in a team environment to meet business goals and objectives

• Responsible for clinical data services activities related to the processing of clinical trials, databases and data
• Assisted in all areas of Clinical Data Services department
• Provided numerous services to support deliverables and timelines
• Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
• Completed data entry database QC/audits with accuracy and efficiency.
• Organized, sorted, and checked input data against original documents.