Cropp-Metcalfe, Fairfax, VAHome of the 5 Star Technician an industry leader with highly trained professionals in Residential Contracting for HVAC, Plumbing, Pest Control, and Home Performance5/2016-Present Customer Service/Dispatcher (Call Center)Current Certificate of Excellence for outstanding performance as Best Friendly CSR 20165/2013-12/2015 Customer Service/Dispatcher (Call Center)2/2013-5/2013 Customer Service (Call Center)Present a professional image of Cropp-Metcalfe in all methods of communication. Determine & schedule services according to urgency in all areas of HVAC, Plumbing, Pest Control and Home Performance.Fill out required forms relating to the svc dept. (time sheets, dispatch tickets, parts orders, sales leads, installation forms, etc.)Receive check in calls from technicians by radio, telephone or in person. Determine & schedule services according to urgency. Inform techs of location type, location of work to be performed and dispatch techs to the job. Keep records of repairs & hours, set schedule for each days calls at least a week in advance and finalized each schedule the day before. Issue the first call for the next day to the techs the night before. Know the whereabouts of each tech at all times and be sure each tech has a minimum of 8 hours of work per day. Schedule calls with prompt efficient service to discourage unapplied time (standby, travel, pickup up parts).Maintain& update all service changes in the computer. Make customer calls to schedule maintenance checks, repairs (parts & installations) and sell future work and/or add'l services turned in by the technicians. Handle complaints & filled out Customer Response Forms for all customer concerns and follow-up to see that they are handled properly. Perform any add'l duties or special projects that may arise which are related to the service and installation departments.

Safelite Autoglass, Alexandria VAWith more than 65 years of service, Safelite knows auto glass. Our company was founded at a single location in Wichita, Kansas in 1947 and has grown to become the largest auto glass specialist in the United States with more than 550 locations. 12/2015-5/2016 Customer Advocate/Dispatcher (Call Center)Professionally answers incoming phone calls from policy holders, insurance agents, and/or auto glass shopsAccurately enters auto glass loss information into the production databaseVerifies customer insurance coverage and deductible amounts for the vehicle involved, and communicates the information to the customerUsing the production/shop locator system, locates an auto glass vendor that can service the customer's vehicle quickly and convenientlyUsing knowledge of auto glass parts qualifies the damage for a windshield repair or selects the appropriate glass part for replacementUses the appointment scheduling system in production to schedule appointments for service at Safelite store locations, or contacts non-Safelite vendors to arrange an appointment for the customerUses knowledge of other accounts to assist in answering phone calls if calls are holdingAssists in the training and orientation of new associates upon request

Primescape Solutions, Herndon , VA CMMI Level 2 assessed business providing IT services to government agencies. Under the direction of the Human Capital Business Partner, assisted in the coordination of all aspects of the day-to-day operations of HR functions & duties including coordination of recruiting, hiring, terminations, leaves, transfers, or promotions, maintenance of personnel records, communication to employees about policies & procedures, compliance with all government regulations & other legal requirements, user training, & other activities necessary for improving the effectiveness & efficiency of HR.Monitored & managed the HR database: Deltek GCS Premier, Deltek Time & Expense, IBM Cognos Impromptu, Sharepoint, Paychex, E-Verify, ADP-Cobra, Cyber Recruiter, Skillsoft E-Learning softwareCreated & prepared new employee folder, scheduled & conducted orientations with new hires. Handled employee tax info changes & direct deposits. Processed, maintained, audited, filed & monitored the I-9 form. Set up & maintained employee personnel benefits. Calculated & processed payroll deductions for monthly premiums, calculated adjustments pertaining to plan changes based on qualifying events. Assisted with processing of terminations. Maintained & updated accounting records of the 401(k) administration forms with American Funds/Fidelity – updated accounting records to include new vesting % and prepared monthly contribution reports) & compensation. Lead the Open Enrollment process for health & dental benefits. Served as liaison with Guardian/Anthem Blue Cross & Blue Shield, Metlife vision (Eyemed) insurance company reps & the FSA (TASC-Flexible Spending Account) reps. Administered Short & Long Term disability & FMLA when needed. Used IBM COGNOS Impromptu for AAP/EEO-01 monitoring & support & compliance reporting. Prepared AAP Data, EEO Data & Vets 100a reports – created, collected & maintained employee data.

DHL Same Day, Sterling, VA Managing more than half a million high-profile same day shipments annually, proactively monitoring each one from origin to destination. 7/2010-3/2012 Dispatcher (Call Center)2/2008-7/2010 Senior Customer Service Representative (Call Center)8/2004-2/2008 Customer Service Representative (Call Center) Handled all incoming calls and dealt directly with DHL Sameday clients. Took all necessary information and route shipments based on established policies and procedures. Monitored all packages and shipments to insure arrivals and deadlines were met. Notified clients of changes to routings. Updated the system with all job related information. Provided additional administrative support for the department. Completed all duties as assigned to meet company and department objectives.Trained departmental employees as needed. Handled irate customers or situations with customers that a CSR may not be comfortable or capable of handling. Helped maintain adequate shift coverage for department. Helped maintain positive attitudes toward customers, company and co-workers on the floor. Assisted management with projects as requested. Corrected employee mistakes and showed them how and why procedures must be followed. Assisted management in establishing and meeting department and company goals.