Yoselin Tapia
Operations Coordinator
Miami,FL
Summary
Professional Dispatcher with proven experience in towing and HVAC operations, specializing in logistics coordination, customer support, and team leadership. Skilled in managing high-volume service requests, optimizing routes, and ensuring safety compliance. Experienced with Towbook and ServiceTitan software, and backed by 4+ years in customer service management at U-Haul Corporate. Recognized for staying composed under pressure, driving efficiency, and fostering strong client and team relationships.
Overview
7
7
years of professional experience
2
2
Languages
Work History
HVAC Dispatcher
Air Solutions & Repairs
Miami Lakes, FL
01.2025 - Current
- Scheduled and assigned jobs to technicians, optimizing routes, and ensuring efficient workflow.
- Used ServiceTitan dispatch software to manage appointments, track jobs, and support billing and record-keeping.
- Coordinated daily operations between customers and technicians, providing real-time updates, and handling emergency service requests.
- Monitored safety compliance and company standards while maintaining accurate data entry.
- Assisted with sales of service memberships, educating customers on the benefits, and increasing company revenue.
- Delivered excellent customer service by resolving issues quickly, and maintaining strong communication with clients.
Dispatcher
Alpine Towing
Miami, FL
11.2023 - 12.2024
- Received and prioritized incoming calls for towing services, ensuring quick and accurate assessment of each situation.
- Delivered exceptional customer service by answering questions, providing updates, and resolving issues with professionalism.
- Coordinated with law enforcement and emergency services to guarantee safety and compliance with local regulations.
- Used Towbook dispatch software and GPS tracking to assign jobs, monitor driver progress, and assist with any issues en route.
- Handled emergency calls, accidents, and impounds calmly and efficiently, while maintaining accurate documentation.
Reservations Manager
Uhaul Regional Office
02.2019 - 09.2023
- Managed daily operations of the reservations department, including scheduling and assigning duties.
- Developed and implemented customer service standards.
- Investigated customer complaints, and provided solutions.
- Managed a team of five Reservations Agents to ensure the delivery of quality customer service.
- Tracked and reported daily, weekly, and monthly performance metrics.
- Monitored and evaluated customer feedback to ensure that customer service standards were met.
Education
High School Diploma -
Miami Southridge High School
Miami, FL06.2014
Skills
- Proficient in call coordination
- Multi-tasking
- Verbal Communication
- Written Communication
- Fluent in two languages
- Detail-oriented data management
- ServiceTitan software
- Scheduling & logistics
- HVAC terminology
- Problem-solving
- Towbook dispatch software
- GPS tracking
Emergency Response
Timeline
HVAC Dispatcher
Air Solutions & Repairs
01.2025 - Current
Dispatcher
Alpine Towing
11.2023 - 12.2024
Reservations Manager
Uhaul Regional Office
02.2019 - 09.2023
High School Diploma -
Miami Southridge High School
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