Open To Work
Sandra Kovalik
Poughkeepsie,USA
Overview
30
30
years of professional experience
1985
1985
years of post-secondary education
Summary
Administrative Assistant with extensive experience in customer service and all office procedures.
Seasoned lead customer service representative with demonstrated history of providing top-notch service. Strong background in creating and implementing strategies to improve client satisfaction rates, manage large teams effectively, and resolve complex problems swiftly. Notable skills include communication, leadership, problem-solving, and adaptability. Success in elevating company reputation through commitment to customer satisfaction.
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteSalary Range
$52000/yr - $64000/yrEducation
Mahopac High School
Mahopac, NYWork History
Lead Customer Service Representative /Lead Dispatcher
Aire Serv Heating & Cooling of the MHV
Pleasant Valley, NY
11.2018 - Current
- Provide customer service to each and every customer of the MHV of NY for heating and cooling installations, repairs, tune up maintenance, no heat, no ac, whole house humidifier installations.
- Make all appointments for 10 technicians and home comfort advisor for estimates.
- Work with the Service Titan software and Dialpad software for all phones.
- Take in Account payables and write up payment agreements.
- Managed scheduling of appointments to optimize technician availability and service efficiency.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Answered customers' questions and addressed complaints in-person or by phone to immediately rectify issues.
- Directed inbound calls in phone queues to improve call flow.
- Identified opportunities to enhance customer satisfaction levels through process improvements.
- Coordinated with other departments to ensure a smooth workflow across all channels of communication.
- Managed key account service, providing exceptional support to foster loyalty and retention.
- Analyzed customer feedback surveys and implemented changes accordingly.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Collected deposits or payments and arranged for billing.
- Coordinated daily schedules for technicians across service areas.
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements, and service needs.
- Processed accounts receivable, accounts payable and payroll, utilizing in-house software.
Office/Dispatch Manager
SWAT Environmental
Mahopac, NY
09.2014 - 11.2017
- Provided residential and commercial radon mitigation for real estate professionals, business owners, home buyers/sellers, and private homeowners.
- Dispatch and schedule all technicians for installations, service calls and site visits of Radon Mitigation systems.
- Track the schedule for all appointments made for the technicians.
- Process and expedite all building, construction and electrical permits with the state of New Jersey and Rhode Island.
- Build quotes and submit Proposals.
- Confirm all Radon Mitigation installations, service calls and site visits.
- Accounts Receivables.
- All standard filing.
- Keep DMV information and all service for technician work vans up to date.
- Book hotels for technicians when they are scheduled to go out of town for work.
- Keep electrical and mitigate licensing up to date for technicians.
- Stay up to date with all OSHA and employee rights.
Executive Administrator and Logistics Manager
Aircraft Charter Solutions
02.2011 - 08.2013
- Tracked and monitor all parts and shipments, through Avtrak Maintenance Software.
- Responsible for all shipments (aircraft parts) going and coming from Afghanistan, South Africa, UK, and United States.
- Process reports for aircraft parts for COO.
- Work with customs of shipments if they are held up.
- A global provider of aircraft charters offering, private jet charter, cargo aircraft charter & group air charters & helicopter services
Skills
- Customer service
- Appointment scheduling
- Service Titan software
- Payment processing
- Account management
- Customer relationship management
- Technical dispatching
- Residential HVAC knowledge
- Communication skills
- Issue resolution
- Time management
- Attention to detail
- Problem solving
- Credit card processing
- Complaint handling
- Interpersonal communication
- Service recommendations
- Complaint resolution
- Customer correspondence
Timeline
Lead Customer Service Representative /Lead Dispatcher
Aire Serv Heating & Cooling of the MHV
11.2018 - Current
Office/Dispatch Manager
SWAT Environmental
09.2014 - 11.2017
Executive Administrator and Logistics Manager
Aircraft Charter Solutions
02.2011 - 08.2013
Mahopac High School