Norma Ximena Jimenez
Fresh Meadows,NY
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
6
6
years of professional experience
Work History
Dispatch Coordinator
Glen Oaks Village
Glen Oaks, NY
02.2023 - 10.2024
- Managed scheduling of appointments and service calls to meet tenants and shareholders needs.
- Coordinated with on-field technicians to ensure a smooth flow of operations.
- Confirmed, completed, and closed the work order by reviewing notes and following up on pending items.
- Dispatched personnel and vehicles in response to telephone or radio reports of emergencies.
- Communicated schedule changes effectively throughout the organization when necessary.
- Performed data entry into computer systems for tracking purposes.
- Developed and maintained scheduling procedures to ensure the timely completion of projects.
- Provided excellent service and attention to customers when face-to-face, or through phone conversations.
- Worked effectively in team environments to make the workplace more productive.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Service Supervisor
SOS Maintenance
Queens, NY
09.2019 - 01.2023
- Supervised team of [7] employees from the Philippines, delegated duties and responsibilities to each member.
- Addressed areas that needed improvement and observed team's performance.
- Handled inquiries and complaints, fast-tracking for problem resolution.
- Aided onboarding team members with one-on-one training sessions including company policies and procedures.
- Made outbound calls to obtain account information and retrieve required documents.
- Answered inbound calls, chats and emails to facilitate customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Maximized corporate customer satisfaction by updating the Web portals with job details and required documentation.
- Prepared estimates used by vendors for approvals, budgeting and scheduling work.
- Proficient in Salesforce, facil-IT, Service channel, Verisae, Facility source, and Aramark
Quality Assurance Specialist
Atlantic Energy Co
, NY
05.2018 - 06.2019
- Performed frequent QA product quality evaluations for Atlantic Energy, including commercial and residential.
- Boosted productivity by maintaining strong call control and quickly working through scripts to welcome new customers.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services
- Documented conversations with customers in new voice media to track requests, problems and solutions offered
- Explained key information regarding products and services to customers to encourage informed decision making.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Managed a minimum of 800 calls per week.
Education
High School Diploma -
Queens Academy High School
Flushing, NY06.2017
Some College (No Degree) -
Plaza College
Queens, NYSkills
- Excel in PowerPoint, Microsoft (eight years)
- Strong customer service
- Attention to detail
- Employee training and supervision
- Excellent multitasking and organization
- Audit, documentation, and record-keeping
- Reliable and punctual
- Fast pace
- Complex problem solving
- Verbal and written communication
- Adaptable and resilient
- Phone and email etiquette
Languages
English and Spanish
Timeline
Dispatch Coordinator
Glen Oaks Village
02.2023 - 10.2024
Service Supervisor
SOS Maintenance
09.2019 - 01.2023
Quality Assurance Specialist
Atlantic Energy Co
05.2018 - 06.2019
High School Diploma -
Queens Academy High School
Some College (No Degree) -
Plaza College
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