Melanie Carter
Wildomar,CA
Summary
Dynamic professional with a proven track record at Blalock Electric and Solar, excelling in customer relationship management and problem-solving. Expert in utilizing Microsoft Excel for efficient service coordination and inventory management, significantly enhancing operational procedures. Skilled in de-escalating customer concerns, ensuring satisfaction, and fostering strong customer relations.
Overview
11
11
years of professional experience
Work History
Service Coordinator
Blalock Electric and Solar
Lake Elsinore, CA
08.2021 - 04.2023
- Coordinated all service requests to be dispatched according to urgency and service location.
- Designed and registered array maps with locations to ensure shading and objects did not block energy production, and set up all monitoring for customers in the assigned portal.
- Diagnosed and remotely repaired solar/service panels, when possible, using Enphase and SolarEdge monitoring systems.
- After solar installation, the technician will close out with the service department to ensure that the equipment is ready to be turned on remotely once Permission to Operate is issued by the city.
- Once PTO is issued, the service will remotely turn on the solar panels and monitor them for 48 hours. Service will notify the homeowner if an issue is detected. A service technician is scheduled for a warranty check.
- Processed all warranty claims according to technician diagnosis and pictures for replacement parts and equipment.
- Submitted warranty information for solar equipment to distribution company for processing of future claims.
- Provided prompt responses/solutions in escalated issues while giving customer satisfaction via phone and/or email.
- Independently managed the service department and implemented successful ideas.
Inventory Manager / Customer Service
One Stop Plumbers
Corona, CA
07.2017 - 08.2021
- Answered incoming calls and diagnosed plumbing issues over the phone to ensure the technician had necessary tools before being dispatched.
- Reviewed each call on the dispatch board and assigned them according to location and technician's experience. Also, making sure the technician took necessary tools and replacements to prevent callbacks.
- Monitored inventory levels and ordered additional supplies as needed for warehouse and service trucks.
- Developed strategies to improve operational procedures and reduce costs.
- Ensured that all customer inquiries were responded to in a timely manner.
Dispatch Supervisor
We Care Plumbing, Heating and Air
Murrieta, CA
01.2012 - 07.2017
- Answered incoming calls and emails, providing frontline customer support or assistance while upselling services.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Routed and dispatched technicians according to their experience.
- Scheduled, assigned, and monitored the work of dispatchers.
- Resolved customer complaints in a timely and professional manner.
- Supervised the training of new hires in dispatching protocols and processes.
Education
Associate of Science - Business Management
Remington College
San Diego, CA05-2005
Skills
- Customer Relationship Management (CRM)
- Focused on customer satisfaction
- Research ability
- Excellent time management skills
- Microsoft Outlook, Word, and Excel
- Problem-Solving
- Customer Relations
- Call Center Operations
- Handling Escalations
Timeline
Service Coordinator
Blalock Electric and Solar
08.2021 - 04.2023
Inventory Manager / Customer Service
One Stop Plumbers
07.2017 - 08.2021
Dispatch Supervisor
We Care Plumbing, Heating and Air
01.2012 - 07.2017
Associate of Science - Business Management
Remington College
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