Microsoft Word
Michelle Irvin
Jacksonville,FL
Summary
Proven track record in enhancing customer service and organizational efficiency, notably at MD Repair and Services, Inc and MD Towing, Inc. Expert in utilizing Excel, Word, Towbook and RO Writer to streamline operations. Skilled in fostering client relationships and adept at schedule coordination, achieving a significant improvement in service delivery and customer satisfaction. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
11
11
years of professional experience
Work History
Service Writer
MD Repair and Services, Inc
08.2023 - 09.2024
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Conferred with mechanics to schedule and price repair requirements for used and new vehicles.
- Produced accurate customer estimates and clearly articulated charges to customers to minimize complaints.
- Orchestrated efficient service schedules to meet need of multiple customers per day in fast-paced mechanic environment.
- Resolved issues by coordinating with Management department.
- Consulted with customers and mechanics to assess service requirements and produce accurate orders. Presented different repair and/or transportation options to customers to help each person make appropriate choices.
- Created and maintained detailed database to develop customer relations .
- Provided excellent customer care by responding to requests, assisting with mechanical needs.
- Managed timely and reliable fleet of trucks while maintaining cost effective priorities for company
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services and cross-trained and provided backup support for organizational leadership.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved accounting, service and delivery concerns. Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients.
- Identified and resolved discrepancies and errors in customer accounts.
- Delivered prompt service to prioritize customer needs.
- Orchestrated efficient service schedules to meet need of 50+ customers per day in fast-paced repair facility.
Dispatcher
MD Towing, Inc.
08.2013 - 09.2024
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Maintained updated and detailed records of calls in physical and electronic database.
- Generated reports to track deliveries and maintain proper records and documentation.
- Directed dispatching, routing, and tracking of up to 25 fleet vehicles.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Processed invoices and payments for dispatched orders to provide proof of transaction.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Communicated with drivers and clients to coordinate timely delivery vehicles and equipment.
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
- Received new orders, prepared documentation, and assigned personnel.
- Answered phone calls and responded to customer emails.
- Tracked and monitored vehicle performance and maintenance. Monitored vehicle locations to coordinate timely arrival.
- Monitored flow of paperwork and directed information to appropriate departments.
- Scheduled deliveries and pickups according to customer needs.
- Monitored and tracked dispatch communication systems.
- Utilized customer feedback to improve customer service. Assisted in resolving customer complaints and grievances.
- Utilized dispatch software (TOPS and Towbook) to enter customer orders, deliveries and receipts.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Preserved accurate records of dispatched orders, deliveries and receipts.
- Managed customer accounts and invoicing. Worked on collections, receiving payments, customizing customer statements and receiving required information for timely payment.
Education
High School Diploma -
First Coast Sr. High School
Jacksonville, FL06.1995
Skills
- Vast general computer knowledge and experience in Excel, Word, Towbook, TOPS, RO Writer
- Customer service expertise
- Strong Organization & Schedule Coordination
- Appointment Scheduling
- Technical knowledge
- Customer Service & communication with Clients
- Communicating with clients
- Invoice Verification and payment Billing
Software
Microsoft Excel
Towbook
RO Wrter
Timeline
Service Writer
MD Repair and Services, Inc
08.2023 - 09.2024
Dispatcher
MD Towing, Inc.
08.2013 - 09.2024
High School Diploma -
First Coast Sr. High School
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