Shawnean Murphy
Everett,WA
Summary
- Driven Dispatcher with excellent leadership and problem-solving abilities. Highly organized and proactive with solid understanding of scheduling actions, adjusting routes and prioritizing issues. Dedicated to efficiency and reliability in personal work and collaborative projects.
- Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
25
25
years of professional experience
Work History
Dispatcher/CSR
Brennan Heating & Air Cond
10.2014 - Current
- Organize dispatch board, assess situation, prioritize calls and routing.
- Assist technicians with routing directions and directs them to perform special services when required.
- Assist and communicate with both customers and technicians. Schedule service and followup appointments as needed.
- Answer the phone quickly and professionally for service calls and respond to voicemails, emails and chats.
- Schedule service, repair and maintenance appointments.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Ordered parts for all types of equipment and brands.
- Skilled with repairs and time needed.
- Maintain detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provide coaching and mentoring to new hires, contributing to their successful integration into the team.
- Manage high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Update account information to maintain customer records.
Office Assistant
Brennan Heating & Air Cond
03.1999 - 09.2007
- Completed clerical tasks such as filing, copying, and distributing mail.
- Interacted with customers by phone, email, or in-person to provide information.
- Maintained and updated office records, both digital and physical.
- Informed customers by mail or telephone of additional steps needed to obtain rebates.
- Applied for and obtained permits needed from each jurisdiction, scheduled inspections and corrections if needed.
- Answered all incoming phones lines and directed to appropriate staff or department.
Education
GED -
Charles Francis Adams High School
Clarkston, WA05.1989
Skills
- Work Order Management
- Service Coordination
- Route Navigation
- Database Management
- Customer Relations
- Schedule Management
- Geographical Knowledge
- Dispatch Coordination
- Prioritizing Calls
- Attention to Detail
- Organizational Skills
- Problem Solving
Software
Currently using Service Titan. Previously used Service CEO and MSI. Proficient in Microsoft Office and Outlook.
Timeline
Dispatcher/CSR
Brennan Heating & Air Cond
10.2014 - Current
Office Assistant
Brennan Heating & Air Cond
03.1999 - 09.2007
GED -
Charles Francis Adams High School
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