I am currently employed at a Plumbing and Electric contracting company called Tioga Contractors, LLC based out of Hurst Texas. My role at Tioga started as a Dispatcher for the Service Technicians. I also provided my skills as a Business Analyst and Project Manager by helping the company I work for in many areas:
-Developing the company’s Policies and Procedures for operations, training, and Project Management.
-Working with the company’s website developer to maintain the website
-Developing standard operating procedures for utilizing the company’s Customer Service Management web based software and their Dispatching software utilized for managing performance of service technicians in the field.
-Conducting analysis of Business Processes and Procedures in order to determine inputs, processes, and outputs for the creation of clear cut Systems and Policies for future growth.
-Development of a Customer Membership plan and policy to support business operations, promote customer loyalty, and expand the capabilities of the company.
-Development of a Training Program for employees both within their profession as well as for the use of the Customer Management Software and Service Management software that the company uses.
My primary duty as Dispatcher included the following:
-Answering customer calls, working directly with customers in identifying problems, scheduling, and maintaining communication with the customer.
-Assigning Service Technicians to job opportunities and coordinating their daily operations in the field.
-Acting as the Customer Service Representative for customers through out long term service projects.
-Creating and sending estimates and invoices.
-Managing customer information in the Customer Management and Service web based software.
-Assisting Service Technicians with maintaining their schedules and working with customers.
-Managing long term Project scheduling and tracking completed work.