Michelle Ruvalcaba
Vacaville,CA
Summary
Organized and dependable candidate successful at managing multiple priorities, Strong problem solving skills who readily adapts to change, with a willingness to take on added responsibilities to meet team goals. Ability to meet tight deadlines in a fast paced environment. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
13
13
years of professional experience
Work History
Mobile Router/Specialist - Service Advisor
Tesla
Vallejo, CA
01.2015 - 04.2024
- Coordinated with a dedicated Customer-centric team consisting of Mobile/Service Technicians, Parts Advisors, and Service Managers
- Streamlined the process of translating customer-reported service-related problems into work orders/estimates for technicians
- Fulfilled role as a reliable resource in guiding customers through the process of warranty repairs, ensuring adherence to Manufacturer's guidelines.
- Utilized effective problem-solving techniques to ensure consistent delivery of quality service to customers
- Implemented quality control measures to verify proper recording of parts, diagnosis, and repair plan in appointments.
- Efficiently coordinated and scheduled service appointments for a wide range of customers, optimizing Technician productivity and customer satisfaction.
- Fostered strong relationships with Service operations, Sales, Delivery and Field Service teams to optimize communication and coordination.
- Deliver an exceptional customer experience on a daily basis while motivating team members to do the same.
- Assessed and suggested innovative routing technologies, improving overall network performance.
- Optimized route and Technician scheduling by proactively adjusting or rescheduling appointments for maximum efficiency.
- Enhanced customer satisfaction by promptly addressing questions, providing updates, coordinating part deliveries, and scheduling appointments.
AAA/CSAA Emergency Road Service Supervisor
DNS Dispatch Network Solutions
Sunnyvale, CA
07.2011 - 01.2015
- Handled and responded to a high volume of customer concerns.
- Contributed to the training and development of team members.
- Succeeded in handling challenging scenarios with composure and efficiently resolving intricate issues.
- Successfully managed daily operations of the service department, maintaining an optimal level of organization and productivity.
- Ensured effective performance monitoring for the team with timely feedback when needed.
- Aided in evaluating candidate suitability by providing valuable input on their experience and its alignment with the requirements for new hires within the service department.
- Facilitated collaborative problem-solving and open communication among service team members, fostering a culture of continuous improvement.
- Implemented streamlined procedures to enhance productivity and minimize operational costs.
- Managed the performance of a team comprised of 10-20 Dispatchers.
- Evaluated employees' performance through detailed 6/12 month Performance Reviews to identify deserving candidates for merit increase
- Developed and implemented Corrective action plans, Performance Improvement plans, and Individual Development plans for enhanced employee performance in line with company targets.
- Managed a large volume of incoming calls related to road service requests from stranded motorists, including Customers, Public Agencies, and the California Highway Patrol.
- Simultaneously dispatched to multiple tow truck stations using a computer aided dispatch system and 2-way radio communication.
- Impacted operational effectiveness by leveraging extensive familiarity with local highways, primary roads, and multiple geographical zones within the bay area to enhance accuracy and efficiency in equipment routing.
- Dispatched resources based on expertise in determining priority, jurisdiction, and equipment.
Education
Some College (No Degree) - Criminal Justice
Napa Valley College
Napa, CA01-1991
GED -
Napa Valley College
Napa, CA06.1990
Skills
- Customer service
- Strong work ethic
- Software configuration
- Performance Optimization
- Invoice Preparation
- Route Management
- Workflow Planning
- Quality Control
- Written Communication
- Team Collaboration
- Problem-solving aptitude
- EV Specialist
- Detail Oriented
Timeline
Mobile Router/Specialist - Service Advisor
Tesla
01.2015 - 04.2024
AAA/CSAA Emergency Road Service Supervisor
DNS Dispatch Network Solutions
07.2011 - 01.2015
Some College (No Degree) - Criminal Justice
Napa Valley College
GED -
Napa Valley College