Nicole Fornash
Hilliard,OH
Summary
Experienced HVAC Service Coordinator and Account Manager with a strong track record of performance in a fast-paced work environment. Expertise in account management and building and maintaining positive client relationships. Productive and communicative professional committed to delivering unparalleled client support and exceeding daily goals. Comfortable supporting and managing multiple clients.
Overview
8
8
years of professional experience
Work History
Lead Account Coordinator/Account Manager
Air Force One
01.2018 - Current
- Manage a team of 30 service technicians who generate 3.5 million dollars in service revenue and 3 million dollars in preventive maintenance revenue annually.
- Managed a team of 8 technicians specializing in Higher Education Accounts while doubling annual revenue in one year.
- Manage and schedule service calls, preventive maintenance and repairs to maximize earnings and minimize costs.
- Balance daily schedule and customer demands with team capabilities and available resources to meet performance goals.
- Maintain updated and detailed records of all service calls in company electronic database and customer portals.
- Generate reports to track productivity and ensure timely completion of tasks and projects.
- Train service coordinators on company operations, practices and procedures.
Client Relations Representative
Air Force One
11.2018 - 03.2020
- Managed a client portfolio of 700 clients with a focus on growth and retention.
- Communicated with customers to assess and address individual needs, providing timely and quality support.
- Created and nurtured impactful relationships with customers to cultivate loyalty and satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating positive experiences.
- Collaborated with multiple internal departments to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Renewed individual client contracts and performed in-depth performance analysis prior to contract renewal.
- Negotiated and finalized annual contract renewal terms with a 95% retention rate.
- Managed conflict resolution with customers and ensured follow up on resolved issues to maintain high standards of customer service.
- Monitored aging accounts and assisted with collections.
Customer Service Representative/Dispatcher
American Air Heating, Cooling, Electric & Plumbing
11.2015 - 11.2017
- Managed a team of thirteen service technicians in multiple trades including heating, cooling, plumbing and electric.
- Answered multiple phone lines with minimal wait times.
- Solely responsible for scheduling all Project Managers.
- Coordinated multi-trade jobs and projects.
- Sourced and ordered parts from multiple vendors.
- Processed Pivotal and HomeServe Billing.
- Resolved customer complaints.
Education
J.D. - Ohio Bar November 1997
Capital University Law School
Columbus, OH05.1997
Bachelor of Arts - English
West Virginia University
Morgantown, WV05.1994
Skills
- Excellent Listening, Verbal and Written Communication Skills
- Exceptional Attention To Detail
- Conflict Resolution
- Adaptability
- Problem-Solving
- Self-Motivated
- Time-Management
- Teamwork
- Decision-Making
- Organization
Additional Information
Professional References Available Upon Request
Timeline
Client Relations Representative
Air Force One
11.2018 - 03.2020
Lead Account Coordinator/Account Manager
Air Force One
01.2018 - Current
Customer Service Representative/Dispatcher
American Air Heating, Cooling, Electric & Plumbing
11.2015 - 11.2017
J.D. - Ohio Bar November 1997
Capital University Law School
Bachelor of Arts - English
West Virginia University
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