Melinda Wickham
Front Royal,VA
Summary
Dynamic Field Service Coordinator with a proven track record at James River Equipment, excelling in scheduling coordination and client advocacy. Enhanced operational efficiency through streamlined processes and effective communication, resulting in improved customer satisfaction. Skilled in logistics planning and adept at problem-solving, ensuring timely service delivery and fostering long-term client relationships.
Overview
24
24
years of professional experience
Work History
Field Service Coordinator
James River Equipment
08.2021 - Current
- Coordinated field service schedules to optimize technician dispatch and enhance customer satisfaction.
- Maintained schedule of up to 50 service calls.
- Created repair estimates.
- Developed and maintained relationships with clients to facilitate effective communication and service delivery.
- Streamlined processes for service requests, improving response times and operational efficiency.
- Handled escalated customer complaints professionally and efficiently while maintaining a focus on achieving long-term customer satisfaction and retention.
- Assisted in training new staff on company policies, procedures, and software tools used in field services.
Service Writer
James River Equipment
10.2019 - 08.2021
- Managed service writing and documentation for customer repairs and maintenance requests.
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Streamlined workflow processes, enhancing communication between departments for improved efficiency.
- Addressed customer concerns promptly and professionally, fostering trust and loyalty among clientele.
- Process revenue and warranty field work orders.
- Manage field department's portion of the service store's work in progress.
- Backup field dispatch responsibilities when needed.
Key Account Specialist
Alban CAT
08.2019 - 10.2019
- Managed key account relationships, ensuring alignment with client expectations and company objectives.
- Analyzed market trends to identify opportunities for improving service delivery and product offerings.
- Coordinated cross-functional teams to resolve client issues efficiently and effectively.
Service Administrator
Alban CAT
09.2001 - 08.2019
- Managed a high volume of service work orders, prioritizing tasks to meet deadlines consistently, managing department's work in progress.
- Enhanced customer satisfaction by promptly addressing service inquiries and providing accurate information.
- Developed and maintained comprehensive documentation for internal processes.
- Proactively identified recurring issues from customer feedback data analysis which informed process improvements benefiting both clients' experience and operational efficiency.
- Collaborated closely with technicians to ensure proper billing for services performed.
Education
High School Diploma -
Warren County High School
Front Royal, VASkills
- Scheduling coordination
- Field operations
- Logistics planning
- Proficiency in office programs
- Client advocacy
- Accurate recordkeeping
- Detail orientation
- Customer expectation management
- Problem-solving
Timeline
Field Service Coordinator
James River Equipment
08.2021 - Current
Service Writer
James River Equipment
10.2019 - 08.2021
Key Account Specialist
Alban CAT
08.2019 - 10.2019
Service Administrator
Alban CAT
09.2001 - 08.2019
High School Diploma -
Warren County High School