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Hi, I’m
Veronica Freeman
Customer Service/Dispatch Manager
Jacksonville,AR
Never let yesterday use up too much of today.
Will Rogers
Summary
Goal-oriented Customer Service Manager with over 20 years of experience in leadership roles. Dedicated to helping employees succeed in meeting and exceeding sales goals. Detail-focused professional driven to provide best-in-class service through effective communication and collaboration. Skilled in building strong relationships with customers and delivering exceptional experiences.
Overview
30
years of professional experience
Work History
Sanders Plumbing, HVAC
Dispatch Manager
01.2025 - Current
Job overview
- Managed a team of dispatchers, fostering a collaborative work environment to ensure
smooth operations. - Enhanced customer satisfaction by addressing issues promptly and providing accurate delivery updates.
- Improved dispatch efficiency by implementing new scheduling and routing strategies.
- Managed over 1000 membership accounts and setup billing and future jobs and revenue.
Priority Plumbers
Customer Service Representative
10.2024 - 01.2025
Job overview
- Developed strong working relationships with clients, providing exceptional customer
service. - Gained and maintained department product knowledge to facilitate customer service.
- Setup existing CRM software (Service Titan) to be fully effective.
- Trained employees on software and best practices.
Titan N'tegrations Team (TNT)
Success Implementation Specialist
08.2024 - 10.2024
Job overview
- Managed multiple implementation projects concurrently, maintaining strict deadlines
without compromising quality or scope. - Assisted with data cleanup for customers.
- Contributed to a team of specialist that worked to complete customer projects in a timely manner.
Bowers Plumbing, Heating & Air Conditioning
Customer Service Manager/ Marketing Assistant
08.2022 - Current
Job overview
- Process & tracked all KPI reports for CSR department to maintain a 85% booking rate.
- Worked with Vendors and processed purchase orders for jobs.
- Managed social media and marketing to increase business volume.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Conducted regular performance evaluations for 4 team members, identifying areas for improvement and creating targeted action plans.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Managed Call Center that handled an average of 125-200 incoming calls daily.
Air Stars / Sky Heating & Air
Service Coordinator/ Dispatcher/ Install Coordinator
03.2019 - 04.2022
Job overview
- Scheduled all service calls by coordinating with the customer the technician schedules
- Oversaw the scheduling and dispatching of technicians, maximizing efficiency and minimizing delays in service delivery.
- Managed memberships with over 1000 customers and coordinate their bi-annual service contracts.
- Worked with local districts pulling mechanical permits and scheduling inspections.
- Managed a high volume of client requests, ensuring timely and effective service delivery.
- Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
Oldcastle Building Envelope
Commercial Estimator/ Customer Service Representative
03.2016 - 09.2018
Job overview
- Reviewed all incoming jobs for hardware compatibility and door design
- Processed an average of 10 new quotes daily for small commercial projects.
- Assisted customers in person and over the phone with what product best fits their needs
- Provided job takeoffs from simple drawings and complete blueprints
- Issued purchase orders for non-stock hardware and materials.
Hartung Glass Co.
Sr. Customer Service / Commercial Project Coordinator
06.2000 - 02.2016
Job overview
- Managed all commercial jobs from start to finish, including pre-liens, estimates, order entry, purchasing needed products, and handling any conflict resolution.
- Successfully processed an average of 100 new Customer purchase orders daily.
- Trained existing and new employees in Professional Customer Service Skills.
- Coordinated deliveries to jobsites and communicated directly with General Contractors, freight lines and vendors when necessary.
- Worked with outside sales force to create and maintain a pricing matrix for sales analysis.
Kawneer Co
Project Manager / Service Center Manager
06.1995 - 06.2000
Job overview
- Project manager for all orders for Midwest Area, National Accounts, and any Distribution accounts.
- Responsible for pro-active calls on all customers and follow up on quoting process.
- ISO auditor for maintaining ISO 9002 certification for company.
- Certified as Ergonomics Team Leader and Auditor.
- Proposed business plan to revitalize sales within the Northern California territory.
- Successfully put all aspects of approved business plan into action.
- Responsible for hiring and training all new employees in customer service, shipping, and fabrication departments.
- Increased sales volume by 7 times the prior year’s sales volume.
Skills
- 10 years of experience communicating with all levels of an organization
- More than 5 years of project management experience
- Over 10 years of Customer/Client Service experience
- Microsoft Outlook, Word, and Excel
- Service Titan
- Customer Relationship Management (CRM)
- Small Call Center Management
- 5 years of estimating experience
- 5 years of experience with Conflict Resolution
- 3 years of experience with budgeting and forecasting
Education
Pepperdine UniversityMalibu, CA
from Journalism
College of SequoiasVisalia, CA
from Business Admin
Green River Community CollegeKent
from Customer Service Management
10.1996 - 12.1996
Educationcertifications
- College of the Sequoias, Visalia, CA- General Education courses
- Pepperdine University, Malibu, CA -Undergraduate General Education
- Green River Community College, Kent, WA – Customer Service Skills Certificate
- Contractor Selling - Customer Service & Dispatching Certification
- Phone Doctor - Phone Etiquette Certification
Software
MS Excel
Outlook
Service Titan
Educationcertifications
- College of the Sequoias, Visalia, CA- General Education courses
- Pepperdine University, Malibu, CA -Undergraduate General Education
- Green River Community College, Kent, WA – Customer Service Skills Certificate
- Contractor Selling - Customer Service & Dispatching Certification
- Phone Doctor - Phone Etiquette Certification
Languages
English
Bilingual or Proficient (C2)
Certification
- Certified Administration Service Titan
- Phone Etiquette Certified by Phone Doctor
- Customer Service Management Certified by Green River Community College
- Certified ISO 9000 Auditor
- Certified Ergonomics Auditor
- Contractor Selling - Customer Service & Dispatch Certified
Hobbies
- Photography started as a hobby for me and then became a business doing portraits, landscapes, weddings, engagements, senior photos.
- Singing is something I started in growing up in church. We sang acappella music. I now sing for anyone that wants to listen.
- Creative writing has been a hobby since I was about 12 years old. I have written and even published poetry, short stories and some news articles professionally.
- Cooking is the hobby I do the most. I enjoy coming up with new recipes.
Accomplishments
- Member of Mensa
- Chosen as Who's Who
- Was proudly accepted to USC, Pepperdine University, and Linfield College.
- Member of the National Forensic's League.
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Interests
Singing
Creative writing
Travel
Photography
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Work-life balanceCompany CulturePersonal development programsWork from home optionCareer advancementAffiliations
- National Forensics League
- Mensa
Timeline
Dispatch Manager
Sanders Plumbing, HVAC
01.2025 - Current
Customer Service Representative
Priority Plumbers
10.2024 - 01.2025
Success Implementation Specialist
Titan N'tegrations Team (TNT)
08.2024 - 10.2024
Customer Service Manager/ Marketing Assistant
Bowers Plumbing, Heating & Air Conditioning
08.2022 - Current
Service Coordinator/ Dispatcher/ Install Coordinator
Air Stars / Sky Heating & Air
03.2019 - 04.2022
Commercial Estimator/ Customer Service Representative
Oldcastle Building Envelope
03.2016 - 09.2018
Sr. Customer Service / Commercial Project Coordinator
Hartung Glass Co.
06.2000 - 02.2016
Green River Community College
from Customer Service Management
10.1996 - 12.1996
Project Manager / Service Center Manager
Kawneer Co
06.1995 - 06.2000
Pepperdine University
from Journalism
College of Sequoias
from Business Admin
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