Rebeca Rivas
Ocala,FL
Summary
Detail-oriented and highly organized Dispatcher and Customer Service Professional with 4+ years of experience coordinating field service operations, managing high-volume customer interactions, and optimizing scheduling efficiency. Proven ability to prioritize urgent requests, streamline workflows, and enhance customer satisfaction through clear communication and problem resolution. Bilingual in English and Spanish, with strong technical proficiency in CRM and dispatching systems.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Delivery Driver
GOFO
Ocala, Florida
11.2025 - Current
- Navigated delivery routes to ensure on-time arrivals, enhancing customer satisfaction.
- Transported and safely delivered items to prevent damage or loss.
- Confirmed delivery details and addressed customer concerns to ensure smooth delivery experiences.
- Delivered exceptional customer service through friendly interactions, fostering positive relationships.
- Loaded and unloaded packages with care to prevent damage.
- Navigated routes with relevant map programs and GPS systems.
Dispatcher/Customer Service Representative
Quality 1st Plumbing
Sebastian, USA
03.2025 - 09.2025
- Answer and manage high-volume inbound calls from residential and commercial customers requesting plumbing services, emergency repairs, and maintenance.
- Schedule and dispatch plumbers to job sites based on skill set, job urgency, location, and availability.
- Acted as first point of contact for customers, delivering accurate information, addressing concerns, and de-escalating stressful situations.
- Maintain detailed records of service calls, technician notes, and job statuses in dispatching and CRM software (FieldEdge).
- Tracked and adjusted technician schedules in real-time for emergency calls, cancellations, and service delays.
- Communicate job details clearly to field technicians, including service history, parts needed, and customer expectations.
- Followed up with customers post-service to confirm satisfaction and schedule future appointments.
- Support invoicing and payment processes by verifying job completion and time logs.
- Work closely with warehouse staff to confirm availability of plumbing materials before dispatching technicians.
- Manage part ordering by creating and processing purchase orders (POs).
- Coordinate with vendors to confirm order status and delivery timelines.
Dispatcher Coordinator
Service Experts Heating, Air Conditioning & Plumbing
Melbourne, USA
02.2024 - 03.2025
- Coordinated dispatch schedules for technicians across service areas to ensure timely service delivery.
- Managed incoming service calls, prioritizing requests to enhance customer satisfaction.
- Utilized scheduling software to optimize technician routes and reduce delays.
- Communicated with customers to confirm appointments and service details.
- Coordinated with suppliers to order parts for repairs in a timely manner.
- Ordered parts and materials from vendors, ensuring timely availability for repairs and maintenance activities.
- Managed day-to-day operations of the department including scheduling tasks and assigning duties.
Legal Assistant
Hightower & Hightower, P.A
04.2023 - 02.2024
- Supported personal injury, workers’ compensation, and social security disability cases by managing documentation and facilitating attorney-client communication.
- Assisted attorneys by managing calendars, scheduling appointments, organizing files, preparing correspondence, filing court documents, and obtaining signatures to ensure legal processes ran smoothly.
- Assisted attorneys with legal research using online databases and resources.
- Coordinated attorney and client schedules to optimize time management and meeting effectiveness.
- Maintained confidentiality of sensitive information throughout all processes.
Dispatcher Coordinator
Service Experts Heating, Air Conditioning & Plumbing
Ocala, USA
09.2021 - 02.2023
- Scheduled and dispatched HVAC technicians to residential and commercial service calls.
- Coordinated 15-25 daily service appointments, optimizing routes for efficiency and technician availability.
- Maintained real-time updates in dispatching software (STARS, ServiceTitan) for job statuses, reschedules, and emergencies.
- Prioritized emergency calls and adjusted technician schedules accordingly to meet urgent service requests.
- Provided accurate job details, work orders, and part requirements to technicians before dispatch.
- Ensured all customer data, service notes, and time logs were entered accurately into CRM systems.
- Supported billing and invoicing teams by verifying job completion and technician time tracking.
Customer Service Representative
Ansafone Contact Centers
09.2020 - 08.2021
- Handled inbound and outbound calls to address customer inquiries and resolve issues.
- Managed customer interactions and data using CRM software to enhance service quality.
- Resolved conflicts by actively listening to customer concerns and providing effective solutions.
- Call Documentation.
- Escalation Management.
- Multitasking.
- Bilingual Communication.
Retail Cashier/Customer Service
keyfood supermarket
09.2019 - 07.2020
- Cash Handling.
- Customer Service Excellence.
- Conflict Resolution.
- Sales & Upselling.
- Team Collaboration.
- Time Management.
- Multitasking.
- Basic Math Skills.
Education
High school diploma -
Westport High School
Ocala, FL06-2018
Upper secondary education -
Skills
- Administrative experience
- Customer service
- Dispatching
- Phone etiquette
- Productivity software
- Ambition
- Adobe Acrobat
- Teamwork
- Project coordination
- Microsoft Outlook
- Calendar
- Analysis skills
- Computer operation
- Interpersonal skills
- IVR
- Windows
- Attention to detail
- Email management
- Microsoft Office
- Google Docs
- English
- Personal injury law
- Conflict resolution
- Computer skills
- Microsoft Excel
- Appointment scheduling
- Filing
- Executive administrative support
- Multitasking
- Multi-line phone systems
- Driving
- Customer service problem-solving
- Typing
- Customer support
- Microsoft Powerpoint
- Project scheduling
- Service dispatcher
- Word processing
- Order shipping
- Customer retention
- 24/7 scheduling
- Problem solving
- Professional email communication
- Plumbing
- Task prioritization
- Client meetings
- Schedule management
- Phone communication
- HVAC sales
- Outbound sales
- Data entry
- Office experience
- Bilingual
- Logistics
- Time management
- Inside sales
- Serving
- Microsoft Word
- Relationship management
- Organizational skills
- AS400
- Communication skills
- Parts ordering
- Dispatch schedulin
- Route navigation
Certification
- Certified Phlebotomy Technician, 04/01/25, 04/30/27
- Driver's License
Languages
Spanish, Bilingual
Additional Information - Work Authorization
Authorized to work in the US for any employer
Timeline
Delivery Driver
GOFO
11.2025 - Current
Dispatcher/Customer Service Representative
Quality 1st Plumbing
03.2025 - 09.2025
Dispatcher Coordinator
Service Experts Heating, Air Conditioning & Plumbing
02.2024 - 03.2025
Legal Assistant
Hightower & Hightower, P.A
04.2023 - 02.2024
Dispatcher Coordinator
Service Experts Heating, Air Conditioning & Plumbing
09.2021 - 02.2023
Customer Service Representative
Ansafone Contact Centers
09.2020 - 08.2021
Retail Cashier/Customer Service
keyfood supermarket
09.2019 - 07.2020
High school diploma -
Westport High School