MICHELLE NORRIS
Spring,Texas
Summary
Strategic and results-driven Operations Manager with 20+ years of progressive experience in HVAC operations, logistics, dispatch, customer service, and personnel management. Proven success leading cross-functional teams, implementing operational efficiencies, and driving top-line revenue growth. Expert in HVAC equipment sales, maintenance contracts, inventory control, compliance, and CRM software systems. Strong leadership in both commercial and residential environments.
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Operations Manager
Airsimplicity Mechanical Services
08.2017 - 04.2025
- Managed operations for a $2.5M HVAC company with 15 employees, aligning team performance with organizational goals.
- Spearheaded sales initiatives for HVAC equipment and service contracts, generating consistent revenue growth.
- Directed scheduling, dispatch, and technician assignments to optimize efficiency and customer response times.
- Oversaw inventory and procurement for all HVAC units, parts, and truck stock.
- Coordinated crane services and high-dollar project installs across commercial job sites.
- Developed internal SOPs and ensured full OSHA/DOT compliance across field and office operations.
- Partnered with company president on business development and market expansion strategies.
Centralized Dispatcher
United Rentals
04.2014 - 07.2017
- Dispatched OTR trucks, flatbeds, and rollbacks, ensuring full DOT compliance and on-time deliveries.
- Managed 400+ daily customer and driver communications, resolving routing and service inquiries.
- Coordinated all repair tickets and equipment service scheduling, reducing asset downtime.
- Leveraged centralized dispatch systems to optimize routing and trailer movement.
Dispatcher & Logistics Coordinator
Package Express
06.2011 - 03.2015
- Managed emergency medical deliveries for clients such as Patterson, Kindred Hospital, and FedEx.
- Used FedEx Portal daily for real-time order tracking, uploading, and delivery verification.
- Oversaw full hiring and termination process for logistics staff and delivery drivers.
- Trained drivers on dispatch protocol and operational procedures.
- Directed dispatching for 60+ fleet vehicles and ensured timely, compliant delivery execution.
- Processed Medicare and CarePoint documentation in accordance with federal standards.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Received new orders, prepared documentation, and assigned personnel.
- Managed customer accounts and invoicing.
- Monitored flow of paperwork and directed information to appropriate departments.
- Assisted in resolving customer complaints and grievances.
- Monitored performance of logistics operations to identify areas for improvement.
Customer Service Manager
ABC Home & Commercial Services
06.2009 - 03.2011
- Consistently generated $5K–$10K in monthly service agreement sales through proactive outbound calling and upselling strategies.
- Led a high-volume inbound/outbound call center and responded to diverse client needs with urgency and professionalism.
- Handled escalated customer complaints and billing disputes, maintaining a strong focus on customer retention and satisfaction.
- Recruited, onboarded, and trained new team members, establishing performance standards and service KPIs.
- Monitored CSR performance metrics and implemented corrective coaching to improve service outcomes.
- Streamlined service processes and introduced call scripts and CRM protocols to standardize client communications.
- Collaborated with field technicians to resolve complex service issues, ensuring quality service delivery and customer follow-up.
- Supported inventory requests, technician dispatching, and scheduling for routine and emergency pest control services.
Dispatcher & Accounting Specialist
Service Refrigeration
01.2005 - 05.2009
- Routed 45+ HVAC/R technicians daily and utilized GPS tracking systems to monitor field operations in real-time.
- Increased revenue on key accounts from deficit to over $40K through strategic financial reconciliation and proactive client engagement.
- Managed enterprise-level commercial accounts including Brookshire Brothers, Whole Foods, and Target, maintaining strict service level agreements.
- Administered full-cycle invoicing, collections, and revenue tracking with high accuracy and timeliness.
- Implemented workflow enhancements that improved dispatch efficiency, service delivery timelines, and internal communication.
- Assisted in preparing regulatory compliance documentation, ensuring adherence to OSHA and EPA guidelines.
- Provided cross-functional support across dispatch, billing, and service teams to ensure unified operational performance.
- Monitored vehicle locations to coordinate timely arrivals.
- Managed customer accounts and invoicing.
- Tracked and monitored vehicle performance and maintenance.
- Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
- Processed payments and documents such as invoices, journal vouchers, employee reimbursements, and statements.
- Used accounting software to issue tax returns and prepare consolidated reports.
- Prepared working papers, reports and supporting documentation for audit findings.
Customer Service Manager
Gallery Furniture
02.1998 - 01.2005
- Managed the day-to-day operations of a high-volume customer service department, supervising a team of 9 customer service representatives and 14 field service technicians.
- Oversaw a 22-line call center, managing over 200 customer interactions daily related to delivery coordination, service inquiries, and post-sale support.
- Served as the primary liaison between executive leadership, vendors, and clients, ensuring seamless communication and timely resolution of escalated service issues.
- Led the successful implementation of an online vendor ordering system, improving inventory availability by 70% and streamlining procurement processes.
- Developed and administered comprehensive training programs to onboard new staff, enhancing team productivity and improving overall service quality.
- Optimized delivery scheduling, warranty tracking, and service workflows to improve operational efficiency and customer satisfaction.
- Executed customer retention strategies and handled complex complaint resolutions with a focus on professionalism, brand reputation, and customer loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Defined clear targets and objectives and communicated to other team members.
Education
Associate of Science -
North Harris Community College
Houston, TXHigh School Diploma - undefined
Aldine Senior High School
Houston, TXSkills
- Operations & Workflow Optimization
- Fleet Dispatch & Logistics Coordination
- HVAC Equipment Sales & Upselling
- Project Management & High-Value Installs
- Inventory Control & Supply Chain
- Staff Hiring, Training, & Performance Management
- Regulatory Compliance (DOT, OSHA, Medicare)
- Financial Reporting & Revenue Growth
- CRM/ERP Platforms: QuickBooks
- CRM/ERP Platforms: Peachtree
- CRM/ERP Platforms: Wintac
- FieldEdge CRM expertise
- CRM/ERP Platforms: PestPac
- CRM/ERP Platforms: Fireline
- Proficient in RentalMan CRM/ERP
- CRM/ERP Platforms: GPS Systems
- Account recordkeeping
- Contract management
- Logistics oversight
- Data evaluation
- Invoice processing
- Delegation
- KPI tracking
- Customer relationship management (CRM)
- Process improvements
- Supply chain logistics
- Vendor sourcing
- Microsoft office expertise
- Oracle database management
- Process flows
- Revenue generation
- Quality assurance and control
- Performance monitoring
- Marketing
- Incidents management
Certification
- Texas Notary
- Certified NATE Proctor, Airsimpicity - 4 years
Timeline
Operations Manager
Airsimplicity Mechanical Services
08.2017 - 04.2025
Centralized Dispatcher
United Rentals
04.2014 - 07.2017
Dispatcher & Logistics Coordinator
Package Express
06.2011 - 03.2015
Customer Service Manager
ABC Home & Commercial Services
06.2009 - 03.2011
Dispatcher & Accounting Specialist
Service Refrigeration
01.2005 - 05.2009
Customer Service Manager
Gallery Furniture
02.1998 - 01.2005
High School Diploma - undefined
Aldine Senior High School
Associate of Science -
North Harris Community College
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