• Plan, organize, lead, and control the flow of service work through the service department in a professional, timely manner while ensuring quality repairs for the customer.• Receive and appropriately triage incoming customer service calls• Prioritize and dispatch technicians as service calls come in from customers• Create a dispatch ticket for each service call• Keep organized and updated customer files in a database• Maintain technician schedules• Provide professional, confident customer service to all callers• Deescalate and resolve customer concerns • Deliver exceptional phone-based support

• Responsible for photographing, printing photos, accounting and customer service.• Provide customer services to clients regarding scheduling appointments and photo shoots.• Order supplies and maintain inventory for office and photographic needs.• Process photos, edit and retouch images and restore photos using Adobe Photo programs.

Manage and direct VIRSIG Operational initiatives including installations, deployments, service, and presentations. Manage projects from sales handoff to completion, ensuring 100% customer satisfaction. Assist in the development and maintenance of an active database of VIRSIG vetted and approved nationwide sub-contractors. Inclusive of contact information, Sub-Contractor Agreements, Insurance documentation, rate sheets, and dispatch protocols. Schedule and dispatch of sub-contractors and VIRSIG field personnel to client sites (installations, service calls, site walkthroughs, etc.) Dispatch of VIRSIG Service Technicians and VIRSIG Sub-Contractors under VIRSIG Service & Installation ticketing process and program. Act as subject matter expert in support of Company sales efforts including pre-sales design assistance, scope review, staffing allocations, scheduling, and logistical planning. Order, stage, storage, and schedule delivery of all equipment and supplies for project, service, and house-stock. Monthly inventory reporting required.Project level customer interaction for scheduling, incident resolution, and financial matters as needed. Advise VIRSIG leadership team on mission-critical matters. Gather feedback from customers to share with internal teams. Provide daily, weekly, and monthly reporting as required by VIRSIG. Attend all scheduled meetings/conferences on-time and in person, as required. Accurate track in-process projects. Track and submit expense receipts and attaching to specific project costs.

Direct all work for seven (18) in-house technicians and over 50 subcontractors nationally. Also oversee large-scale projects with JPMorgan Chase at company providing kiosks, ATMs, other electronic-banking / bank automation products. Report directly to Similar client service manager and company President.• Answer and direct customer calls, manage orders, technician-related issues, and installations. Dispatch technicians for service call across 30+ states. • Sustain high-profit margins by monitoring subcontractors’ performance.• Negotiate the lowest possible labor rate with subcontractors to maintain and or increase the profit margin.• Utilize Silent Passenger GPS, QuickBooks, ESC dispatch software, Windows, Microsoft Office suite, ACS Enterprise software daily.• Meet all timelines and turnover dates established by JPMorgan Chase, Bank of America and other clients.• Follow up on overnight service calls, verify upcoming installations, update the database with all pertinent information, answer queries from technicians.• Oversee troubleshooting of all Chase, Bank of America, Capital One, Sun (key client) installations, and service calls.• Orchestrated implementation of new service call procedure: outfitted all technicians with iPhone smartphones and send all updates directly to phones in real-time. Generated extensive costs/time savings for maintenance, billing, closeouts.• Serve as liaison between client's project managers and subcontractors, coordinate meetings.• Provide technical support for customers on ACS Enterprise Software: verify installations and service tickets for accuracy prior to billing. Download bin files monthly to all Access control sites.

Dispatched 60+ drivers across Long Island and oversaw scale operation at this sanitation firm acquired by Winter Bros. and later, IESI.  Reported to Branch Operations Manager.  Used Microsoft Office daily.As Dispatcher:• Ensured all drivers were present for pick-ups, roll-offs, residential and commercial routes, broadcasted daily safety messages to all drivers, opened all open tickets and investigated all instructions.• Fulfilled carryover process with customers, addressed all customer service & sales calls pertaining to roll-offs.• Ensured all regulations were met: performed auto-ticket management, ensured DOT time standards were maintained,• Coordinated with pick-ups / roll-offs with drivers and customers, reviewed tickets, check-ins, cover sheets, dump tickets, batting order, etc.• Assigned calls in accounts, missed stops and new customers to drivers based upon designated route and driver location• Courteously interacted with customers and/or the general public• Updated, prepared, and dispensed the daily route schedule• Reported driver problems to appropriate department or supervisor for resolution• Maintained dispatch or service log to document pick-ups (i.e. scheduled, missed and extra) route completions, and driver locationsAs Scale Operator:• Opened scale house at transfer station, prepared deposit from previous day’s collection, tracked the total amount of materials entering the facility, accepted/rejected loads based on content, suggested possible alternatives.• Received payment from customers, answered phones, answered general queries, accounted for all monies at the end of the day, and deposited to safe / bank.• Overhauled dispatching process to include real-time updates: improved productivity, cut expenses, and reduced carbon footprint.

Led 12-man AT&T dispatching team and all quality assurance (QA) efforts at this national contractor with 50 NYC-area technicians, 150 national technicians, and $1M monthly revenue.  Reported directly to Operations Manager.• Opened office daily, ensured all technicians reported in, supervised all closeouts happened in a timely/effective manner, assigned all escalations, and covered for absent dispatchers.• Led hiring of 50+ local full-time technicians: screened candidates, conducted interviews, made recommendations on hiring/firing to executive management, conducted performance reviews.• Reported weekly data to AT&T on the number of calls, completed projects and any ongoing issues.• Provided wide-ranging customer service: assisted with explanation / filling out of service agreements, contracts.• Performed backup support for all AT&T functions as needed.• Ensured timely, effective solutions to emergencies/disaster recovery.• Optimized technician productivity and cultivated timely, effective communications companywide.• Oversaw contractors from multiple global vendors working on the national service area.