Sanford Fuller
Fairport,New York
Summary
Motivated Scheduling Coordinator experienced in managing administrative tasks and maintaining complex calendars for multi-person firms. Delivered results through strong computer skills, effective communication, and relationship-building abilities. Focused on enhancing production scheduling and materials management efficiency while ensuring timely project completion.
Overview
1
1
Certification
5
5
years of post-secondary education
14
14
years of professional experience
Work History
Associate 3 Regional Scheduling Coordinator
ADT Security Services
Boca Raton, Florida
10.2020 - Current
- Coordinated technician schedules for ADT Security Services service appointments and installations.
- Handled customer calls regarding scheduling changes and service windows, ensuring clarity and satisfaction.
- Updated dispatch calendars with field team availability and route changes.
- Monitored work orders through completion, maintaining operational efficiency for ADT Security Services.
- Communicated appointment details between customers, technicians, and branch staff.
- Rescheduled visits during cancellations and delays, prioritizing emergency service requests to minimize customer disruption.
- Communicated effectively with team members to ensure they are aware of their shifts and any changes that may occur.
- Organized customer appointments to facilitate timely service and enhance customer satisfaction.
- Collaborated with other departments to coordinate resources when necessary.
Customer Relations Assistant
ADT Security Systems
Boca Raton
09.2017 - 10.2020
- Resolved customer complaints efficiently, ensuring satisfaction and loyalty.
- Provided excellent customer service to ensure customer satisfaction.
- Assisted security customers with account questions and service requests at ADT Security Systems
- Scheduled technician appointments for alarm installations, repairs, and maintenance
- Documented customer interactions in CRM and account records
- Resolved billing inquiries and payment concerns for security system accounts
- Coordinated with dispatch teams to route service calls
- Updated contact information and alarm service details in customer files
- Guided customers through system activation, testing, and troubleshooting steps
- Supported retention efforts by handling cancellation requests and account concerns
- Collaborated with other departments to resolve customer issues quickly and effectively.
- Ensured compliance with company policies related to customer relations.
- Answered customer calls, emails and responded to inquiries in a timely manner.
- Handled escalated customer service issues in a calm, professional manner.
- Developed relationships with customers to ensure satisfaction with company products and services.
- Followed up regularly with customers regarding their satisfaction with the product and service.
- Assessed customer needs by listening actively to their requests for assistance.
- Generated detailed reports on customer interactions for management review.
- Provided clear information about products, services, warranties and pricing.
- Processed customer deposits to secure service agreements. or payments and arranged billing.
- Enhanced skills of junior team members to improve service quality and managed employee relationships.
- Boosted customer loyalty through strategic discount offerings by offering discount options.
Technical Assistance Specialist
ADT Security
Boca Raton, FL
06.2013 - 10.2017
- Provided technical assistance for ADT Security alarm systems and customer inquiries.
- Provided technical assistance and support to customers via phone, email and chat.
- Troubleshot security panel, sensor, and keypad issues over phone and chat.
- Conducted troubleshooting sessions with customers to resolve technical issues quickly and efficiently.
- Guided customers through system testing, arming, disarming, and basic setup steps.
- Explained ADT Security account details, service options, and troubleshooting procedures.
- Escalated complex hardware and network issues to specialized support teams.
- Investigated escalated cases from customers involving more advanced technical questions or issues.
- Researched complex problems to determine the root cause for resolution.
- Documented service requests in CRM and case management systems.
- Created detailed documentation of customer interactions and resolutions for future reference.
- Analyzed customer feedback to identify areas where additional product and service knowledge was needed.
- Assisted in the development of system specifications, user requirements, workflow designs and process improvements.
- Maintained up-to-date knowledge of the latest technologies related to the client's products and services.
- Participated in meetings, providing technical insights and updates.
- Handled user inquiries to ensure effective resolution of technical problems. to resolve computer software or hardware operating problems.
- Maintained composure and patience in the face of difficult customer situations, applying de-escalation techniques and positive customer support.
Customer Care Representative
ADT Security
Boca Raton, FL
01.2013 - 06.2013
- Managed customer calls for ADT Security alarm service and account support
- Resolved billing questions and payment concerns using ADT customer records
- Explained alarm features, account changes, and protection options to customers
- Scheduled service appointments for security system maintenance and installations
- Reviewed customer accounts and updated contact, password, and emergency information
- Documented customer interactions in ADT systems with clear service notes
- Escalated technical issues to ADT Security teams for further resolution
- Maintained calm, professional communication during sensitive security-related situations
Education
Bachelor of Science - Theatre-Acting
SUNY Brockport
Brockport, NY 09.1998 - 05.2001
Associate of Applied Science - Music- Vocal Performance
Monroe Community College
Rochester, NY 09.1995 - 05.1998
Skills
- Dispatch scheduling
- Route coordination
- Work order management
- CRM documentation
- Calendar management
- Appointment scheduling
- Customer relations
- Escalation handling
- Customer engagement and support
- Quality assurance
- Problem solving
- Time management skills
- Attention to detail
- Effective communication
- Conflict resolution
- Team collaboration
- Account support
Accomplishments
- Eagle Scout class of 1995
- Den Leader and Assistant Scoutmaster
- Formally Trained EMT-D
- IOLS Instructor
Affiliations
- Member of Egypt Volunteer Fire Department
- Assistant Scoutmaster for Troop 325 and 2019
- Merit badge Counselor
Certification
- CPR issued by American Heart Association including 2 person and AED
- Wilderness First Aid
Timeline
Associate 3 Regional Scheduling Coordinator
ADT Security Services
10.2020 - Current
Customer Relations Assistant
ADT Security Systems
09.2017 - 10.2020
Technical Assistance Specialist
ADT Security
06.2013 - 10.2017
Customer Care Representative
ADT Security
01.2013 - 06.2013
Bachelor of Science - Theatre-Acting
SUNY Brockport
09.1998 - 05.2001
Associate of Applied Science - Music- Vocal Performance
Monroe Community College
09.1995 - 05.1998