Serena Stephens
Tucson,AZ
Summary
Diligent dispatcher with two years of experience in customer service and operations management within the service industry. Proven ability to prioritize urgent requests, assign tasks effectively, and maintain clear communication between customers and field staff. Skilled in problem resolution and utilizing dispatch software to ensure timely job completion and compliance with safety regulations. Committed to enhancing operational efficiency and customer satisfaction.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Dispatcher/Customer Service
Rite Way Heating, Cooling & Plumbing
Tucson, US
08.2023 - Current
- Answer incoming phone calls or messages from customers, clients, or field workers.
- Determine the urgency of each request and prioritize accordingly.
- Assign jobs, tasks, or service calls to field technicians or drivers based on location, availability, and skills.
- Provide clear instructions, addresses, and job details to the field staff.
- Ensure jobs are being completed within expected timelines.
- Make adjustments to schedules in real-time based on delays, emergencies, or cancellations.
- Serve as the communication bridge between customers, management, and field personnel.
- Relay updates, changes, and instructions throughout the day.
- Keep accurate records of calls, service requests, job statuses, and outcomes.
- Find solutions to keep operations running smoothly and meet customer expectations.
- Communicate with customers about estimated arrival times, delays, or rescheduling.
- Proficient in Service Titan with extensive experience in daily use and workflow management.
- Professionally handle customer complaints or concerns.
- Ensure that dispatch decisions comply with company policies, safety regulations, and legal requirements.
- Monitor working hours, breaks, and overtime to ensure compliance.
Assistant Community Manager
Platinum Management Inc.
Tucson, US
01.2023 - 06.2023
- Oversee and assist with over 10+ residential communities.
- Answer phones and direct them to the corresponding person.
- Build and maintain relationships with vendors and homeowners.
- Answer any calls/emails from homeowners regarding complaints, violations received, CC&R and Design Guideline questions, etc.
- Familiarity with each communities' CC&R's and Design Guidelines.
- Send violations via mail and or certified mail.
Education
Full Stack Web Development -
University of Arizona Coding Boot
Tucson, AZ07.2019
High school diploma -
Santa Rita High School
Tucson, AZ05.2015
Skills
- ServiceTitan expertise
- Dispatch management
- Organizational abilities
- Microsoft Outlook proficiency
- Problem-solving skills
- Phone etiquette
- Customer service excellence
- Machine learning knowledge
Certification
- Chiropractic Assistant, Present
- Full Stack Web Development, 07/31/19 to Present, University of Arizona Coding Boot Camp is a 24-week, part-time web development course. The fullstack curriculum includes HTML5, CSS3, JavaScript, jQuery, Node.js, Responsive Design, Heroku, Git, User Authentication, React.js, MySQL, MongoDB, and more. Students have access to participate in experiential learning opportunities. Students receive career-planning services, portfolio reviews, and 1:1 coaching to position students for success in the field.
Timeline
Dispatcher/Customer Service
Rite Way Heating, Cooling & Plumbing
08.2023 - Current
Assistant Community Manager
Platinum Management Inc.
01.2023 - 06.2023
Full Stack Web Development -
University of Arizona Coding Boot
High school diploma -
Santa Rita High School
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