Susan Pace
Charlotte,NC
Summary
Dynamic professional with a proven track record at Patterson Heating and Air Conditioning, adept in dispatch software and stress tolerance. Excelled in optimizing dispatch schedules and enhancing customer relations, leading to significant efficiency improvements. Skilled in critical thinking and multitasking, consistently delivering results by prioritizing customer needs and streamlining operations.
Overview
25
25
years of professional experience
Work History
Dispatcher
Patterson Heating and Air Conditioning
02.2018 - Current
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely services.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Provided exceptional customer service to callers, remaining empathetic and patient.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Maintained/Updated customer database.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Streamlined the dispatch process by organizing resources and routes, optimizing efficiency.
- Demonstrated adaptability in evolving situations by adjusting strategies in real-time as new information became available.
- Directed dispatching, routing, and tracking of 6 fleet vehicles.
- Negotiated with vendors for better rates on equipment, improving budget efficiency.
- Answered phone calls (first on phons) and responded to customer emails.
- Gathered part pricing and availability to provide repair quotes to customers
- Scheduled Residential and Commercial PMs
- Reviewed all tickets each morning for follow ups, lead generation, material entry, and accurate flat rates.
- Provided customers with information on products and services.
Homemaker
Self
02.2006 - 02.2018
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
Service Coordinator/ Administrative Assistant
Lundberg Windows & Siding
03.2004 - 02.2006
- Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
- Managed a high volume of client requests, ensuring timely and effective service delivery.
- Maintained accurate records of all service activities, facilitating smooth communication between clients and technicians.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
- Assessed customer needs and developed solutions to meet needs.
- Oversaw the scheduling and dispatching of technicians, maximizing efficiency and minimizing delays in service delivery.
- Managed VP schedule for roofing estimates.
- Oversaw Canvas Team and followed up on all leads generated.
Office Manager
LeafGuard Gutters
04.2000 - 06.2004
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Maintained scheduling of all sales appointments
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Managed all HR aspects
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained and updated customer database.
- Reconciled Credit Cards
- Generated financial reports for owners
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
Education
Associate of Science - Physical Therapist Assistant
CPCC
Charlotte, NC05.2013
Skills
- Dispatch software
- Stress Tolerance
- Prioritizing calls
- Customer Relations
- Dispatch Schedule Coordination and Management
- Closing tickets
- Database Management/ Updates
- Customer Service
- Critical Thinking
- Multitasking and Organizational Skills
- Attention to Detail
- Time Management
Timeline
Dispatcher
Patterson Heating and Air Conditioning
02.2018 - Current
Homemaker
Self
02.2006 - 02.2018
Service Coordinator/ Administrative Assistant
Lundberg Windows & Siding
03.2004 - 02.2006
Office Manager
LeafGuard Gutters
04.2000 - 06.2004
Associate of Science - Physical Therapist Assistant
CPCC
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