Summary
Overview
Work History
Education
Skills
Timeline
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Michael Dillard

Jefferson,North Carolina

Summary

Dynamic Service Coordinator and Supervisor at Blue Ridge Energy Systems with a proven track record in client advocacy and team leadership. Enhanced customer satisfaction through effective problem-solving and meticulous recordkeeping. Skilled in needs assessment and relationship building, consistently optimizing service delivery and operational efficiency.

Overview

10
10
years of professional experience

Work History

Service Coordinator

Blue Ridge Energy Systems
04.2020 - Current
  • Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
  • Managed a high volume of client requests, ensuring timely and effective service delivery.
  • Maintained accurate records of all service activities, facilitating smooth communication between clients and technicians.
  • Resolved customer complaints and issues to drive satisfaction and loyalty.
  • Enhanced client satisfaction by addressing service requests and concerns promptly.
  • Assessed customer needs and developed solutions to meet needs.
  • Optimized technician schedule management, increasing overall operational effectiveness.
  • Enhanced customer satisfaction by efficiently addressing and resolving service issues.
  • Coordinated and monitored service activities to confirm work met all requirements.
  • Maintained accurate records and full compliance with government regulations and agency guidelines.
  • Communicated with clients and service providers to provide updates on work progress.
  • Developed comprehensive service plans tailored to individual client needs, resulting in high levels of satisfaction.
  • Initiated contact with appropriate service providers to request referrals and followed up to confirm appointments.
  • Coordinated with vendors and suppliers to maintain optimal inventory levels of tools, equipment, and parts required for services rendered.
  • Managed and coordinated service teams to achieve successful completion of service projects.
  • Reduced client wait times by implementing an effective system for prioritizing urgent or time-sensitive requests.
  • Enhanced team efficiency by coordinating service schedules and reducing downtime between appointments.
  • Analyzed service data to identify trends and areas for improvement, contributing to strategic planning.
  • Facilitated team meetings to discuss performance metrics, leading to unified approach towards service goals.
  • Addressed and resolved service-related issues, restoring client confidence and preventing potential loss of business.
  • Collected, arranged, and input information into database system.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.

Service Supervisor

Blue Ridge Energy Systems
08.2015 - 04.2020
  • Handled customer complaints and inquiries.
  • Assisted with training and development of team members.
  • Successfully managed high-pressure situations, maintaining composure while finding solutions to complex problems quickly.
  • Managed daily operations of the service department, maintaining a high level of organization and productivity.
  • Established strong relationships with clients, ensuring their needs were met and promoting long-term loyalty.
  • Ensured all safety protocols were followed, resulting in a safe working environment for employees and customers alike.
  • Enhanced team performance by implementing effective training programs and regularly evaluating staff progress.
  • Responded to customer requests for products, services, and company information.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures.

Education

High School Diploma - BASIC STUDY

Ashe Central High School
Jefferson, NC
06.1992

Skills

  • Telephone communication
  • Accurate recordkeeping
  • Client advocacy
  • Notetaking and documentation
  • Team leadership
  • Needs assessment
  • Organizational skills
  • Relationship building
  • Attention to detail
  • Excellent communication

Timeline

Service Coordinator

Blue Ridge Energy Systems
04.2020 - Current

Service Supervisor

Blue Ridge Energy Systems
08.2015 - 04.2020

High School Diploma - BASIC STUDY

Ashe Central High School

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Michael Dillard