Morgan Garrigus
Bradenton,FL
Summary
Dedicated and detail-oriented professional with 6 years of experience in plumbing and HVAC dispatching. Adept at providing exceptional customer service and leveraging strong communication skills to effectively coordinate and schedule service technicians. Experienced in utilizing dispatching software, such as Service Titan, to optimize workflow and ensure timely response to customer needs. Known for maintaining accurate customer repair records and demonstrating a solid understanding of plumbing and HVAC systems. Proven ability to multitask, prioritize, and make sound decisions in fast-paced environments. A collaborative team player with a track record of fostering positive relationships with both technicians and customers.
Overview
13
13
years of professional experience
Work History
Lead Software Onboarding Specialist
Fyxify
01.2021 - 06.2023
- Worked closely with the development team to ensure that the end product meets quality standards, is fully functional, is user-friendly, and new releases meet deliverable deadlines as needed.
- Operated as the primary point of contact for customer onboarding and technical support.
- Introduced subscribers to the fyxify system, delivering consistent and competent training sessions designed to improve service adoption, and providing customers with a deeper knowledge of the fyxify system and its functionality, educating them on best practices.
- Reduced roadblocks through clear communication with customers and other key stakeholders.
- Managed customer expectations and developing a rapport with customers through meaningful relationships built on trust, empathy, and clear communication.
- Demonstrated a mastery of knowledgeable support by instructing and guiding customers through tasks, resolving tickets, responding to correspondence, and reviewing the pertinent case information.
- Provided accurate and timely reporting on case resolution, onboarding completion, and other relevant data.
- Collected product feedback from customers and sharing it with relevant team members and communicating product changes.
Plumbing Coordinator
Unique Services
07.2020 - 01.2021
- Scheduled and monitored daily schedule for up to 15 technicians to ensure optimal efficiency and timely completion of tasks.
- Dispatched work orders to field technicians based on priority and location, ensuring prompt response to customer needs.
- Entered data, generated reports, and produced tracking documents.
- Gathered and organized materials to support operations.
- Proactively contacted customers to confirm next-day appointments, enhancing customer satisfaction and service reliability.
- Coordinated parts scheduling to ensure timely availability for field technicians, minimizing downtime and delays.
- Facilitated the coordination of warranty installations with other divisions, promoting efficient cross-functional collaboration.
- Responded to general inquiries from customers regarding rebates, system operations, warranties, and related topics, providing clear and helpful information.
- Coordinated scheduling of jobs with third party vendors to accommodate flooring and countertop installations
- Obtained permits as required for installation jobs and scheduled final inspections with customers and municipalities
Permit Coordinator
Badger Bob's Services
12.2019 - 07.2020
- Coordinated permit inspections with homeowners and municipalities.
- Obtained permits for HVAC installation projects.
- Responded to requests for information from customers and multiple municipalities
- Performed routine data entry or document management.
- Utilized Service Titan, Microsoft and Google products to maintain and update customer information, job and permit statuses, and communicate with employees, customers, and municipalities
- Informed customers by mail or telephone of additional steps needed for inspection scheduling.
- Created documents with applicant information and verified data against county database information.
- Created and maintained daily and weekly reports for upper management.
- Registered and purchased extended warranty for newly installed HVAC equipment.
Sales and Installation Coordinator
Unique Services
09.2017 - 12.2019
- Set up sales appointments with potential and current customers to promote new products and services.
- Dispatching all sales and installation calls.
- Reduced errors during sales and scheduling processes by devising and deploying template responses.
- Provided exceptional customer service to foster customer loyalty and satisfaction.
- Monitored sales team performance and provided constructive feedback.
- Responsible for tracking and reporting revenue of all HVAC sales and installations.
- Kept detailed track of sales and customer information in the company system/CRM.
- Scheduled and monitored sales team members' workloads to meet customer needs as well as sales goals.
- Kept detailed records of sales and customer information in CRM software, updating the database regularly to maintain top-notch service.
- Directed dispatching, routing, and tracking of up to 30 fleet vehicles.
- Trained new employees on software functions, processes, and procedures
- Obtained permits for installation projects
- Scheduled permit inspections with customers and municipalities
Catering Coordinator
Panera Bread
01.2010 - 09.2017
- Produced and delivered catering orders.
- Departmental marketing and customer relations.
- Maintained customer database and familiarity with POS systems, as well as internal software.
- Managed food operations for special events.
- Handled incoming company phone calls, addressing customer needs, concerns and deadlines to promote retention and satisfaction.
- Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
- Oversaw food preparation and monitored safety protocols.
Education
High School Diploma -
Skills
- Dispatch Coordination
- Maintaining Call Metrics
- Time Management
- Telephone Etiquette
- Geographical Knowledge
- Decision Making
- Customer Service
- Conflict Resolution
- Record Keeping
- Effective Communication
- Problem Solving
- Organizational Skills
Timeline
Lead Software Onboarding Specialist
Fyxify
01.2021 - 06.2023
Plumbing Coordinator
Unique Services
07.2020 - 01.2021
Permit Coordinator
Badger Bob's Services
12.2019 - 07.2020
Sales and Installation Coordinator
Unique Services
09.2017 - 12.2019
Catering Coordinator
Panera Bread
01.2010 - 09.2017
High School Diploma -
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