Terri Phillips
Summary
Detail-oriented professional with extensive experience in managing service inquiries, optimizing workflows, and enhancing operational efficiency. Proven ability to collaborate across departments and implement strategic planning initiatives. Achievements include significant improvements in service delivery and customer satisfaction metrics.
Overview
11
11
years of professional experience
Work History
Warranty, Start Up & Connection Specialist
Carrier Commercial Service
Cleveland
03.2025 - Current
- Managed service inquiries to provide timely HVAC solutions.
- Reviewed warranty and startup jobs to identify out-of-scope work for cost transfer and additional quoting.
- Collaborated with branch personnel on monitoring chiller alarm cases for effective service execution.
- Streamlined service delivery processes through enhanced team collaboration.
- Coordinated cross-departmental efforts to improve workflow efficiency.
- Contributed to strategy development that boosted customer satisfaction levels.
- Implemented strategies to seize new business growth opportunities.
- Ensured document accuracy prior to submission.
Service Coordinator
Carrier Commercial Service
Cleveland
07.2023 - 03.2025
- Coordinated HVAC maintenance schedules to ensure timely service delivery and efficiency.
- Communicated with clients to ascertain service expectations and address inquiries promptly.
- Managed work order documentation, ensuring accuracy and enabling quick access.
- Monitored communication channels for quick response and issue resolution.
- Facilitated technician updates, keeping stakeholders informed of project status.
- Provided management with feedback on service failures and customer concerns for improvement.
- Collaborated with departments to support seamless project execution.
- Expedited parts shipments and repair processes for timely resolution of emergency requests.
Scheduling Team Leader
Mettler Toledo
Columbus
01.2019 - 07.2023
- Directed scheduling activities to meet service level agreements and productivity goals.
- Monitored performance of scheduling analysts, aligning efforts with daily KPIs.
- Assisted scheduling analysts in developing work schedules to maximize efficiency.
- Prepared monthly workloads to manage productivity across service regions effectively.
- Collaborated with regional service leaders to achieve operational targets.
- Evaluated continuous improvements to prevent performance loss during system upgrades.
- Oversaw tracking of open order status and billing information receipt.
- Collaborated with scheduling analysts and field leaders to provide accurate billing information.
Service Scheduling Analyst
Mettler Toledo
Columbus
04.2015 - 01.2019
- Coordinated field service technicians' activities, ensuring adherence to service level agreements.
- Analyzed and planned work schedules to minimize travel distances, maximize productivity, and increase operating profit.
- Reviewed and adjusted schedules based on real-time operational feedback to enhance efficiency.
- Streamlined communication to resolve scheduling conflicts among teams effectively.
- Provided insights on capacity planning to optimize resource utilization across departments.
- Conducted root cause analysis to identify underlying factors causing scheduling issues.
- Supported continuous improvement initiatives through data analysis of scheduling practices.
- Led regular stakeholder meetings to review progress and address potential challenges.
Education
High School Diploma -
Beechcroft High School
Columbus06-1987
Skills
- Project coordination
- Process optimization
- Operational efficiency
- Workflow management
- Continuous improvement
- Expert problem solving
- Root-cause analysis
- Cross-departmental collaboration
- Stakeholder engagement
- Customer relationship management
- Leadership experience
- Effective communication
- Adaptability and flexibility
Timeline
Warranty, Start Up & Connection Specialist
Carrier Commercial Service
03.2025 - Current
Service Coordinator
Carrier Commercial Service
07.2023 - 03.2025
Scheduling Team Leader
Mettler Toledo
01.2019 - 07.2023
Service Scheduling Analyst
Mettler Toledo
04.2015 - 01.2019
High School Diploma -
Beechcroft High School