Emma Serrano
Virginia Beach
Summary
Versatile and results-driven professional with extensive experience at R.S. Andrews of Tidewater, adept in dispatch coordination and fostering customer relations. Demonstrates exceptional organizational skills and problem-solving abilities, significantly enhancing operational efficiency and customer satisfaction. Proven track record in leading teams to exceed targets through innovative solutions and effective communication.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Install Coordinator
R.S. Andrews of Tidewater
03.2023 - Current
- Fostered a positive work culture by recognizing individual achievements, promoting collaboration, and encouraging ongoing professional development.
- Coordinated installation schedules, ensuring optimal use of resources and minimizing downtime.
- Proactively identified potential roadblocks during the installation process and collaborated with team members to devise creative solutions.
- Established strong communication channels between the installation team and other departments, fostering better collaboration.
- Resolved any installation issues promptly, maintaining positive relationships with customers and vendors alike.
- Adapted scheduling strategies based on seasonal fluctuations in demand or unexpected staff shortages.
- Streamlined reporting procedures by introducing standardized templates that effectively communicated project updates to stakeholders at various levels within the organization.
- Maintained detailed records of all installations, providing a valuable resource for future reference and continuous improvement efforts.
- Oversaw inventory management to guarantee the availability of materials necessary for scheduled installations without delays or excess costs.
- Enhanced customer satisfaction with timely and accurate installations for various projects.
- Trained new Install Coordinators on company procedures, contributing to a more cohesive team environment.
- Scheduled and oversaw maintenance, repair and installation activities.
- Managed efficient teams of up to 8 employees.
- Evaluated final results to determine quality levels and isolate root causes of any identified faults.
- Monitored and analyzed job costs to identify trends or discrepancies, leading to proactive problem-solving measures.
- Supported the preparation of monthly financial statements by providing accurate job cost information to accounting teams.
- Trained junior staff members in proper job cost tracking techniques, helping them become proficient administrators themselves over time.
- Maintained detailed records of all job costs, providing valuable data for future project planning efforts.
- Enhanced interdepartmental communication, resulting in more accurate job costing reports.
- Managed multiple projects simultaneously.
- Contributed to the development of standardized procedures and best practices for efficient job cost administration processes across the organization.
- Gathered data on materials, labor and equipment costs to determine total costs of projects.
- Analyzed plans and specifications to identify scope and cost of projects.
- Provided excellent customer service, resolving inquiries and issues on spot.
- Provided exeptional customer service, addressing concerns promptly and ensuring satisfaction.
- Enhanced company reputation through excellent customer service and professional demeanor.
- Provided excellent customer service while meeting challenging time goals.
- Improved customer service by projecting friendly and knowledgeable attitude.
- Increased customer retention through exceptional technical support and customer service.
- Delivered personalized customer service, fostering positive brand image.
- Demonstrated versatility in skillset by proficiently servicing a wide range of HVAC makes and models.
- Completed projects on schedule due to strong organizational skills and effective time management practices.
- Worked overtime, holidays and weekends to accommodate company needs.
- Kept accurate records of work activities, time, materials and faults on work orders.
- Educated customers on proper maintenance and care practices to minimize warranty claims and improve product longevity.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Registered HVAC equipment with their respective manufacturers.
- Coordinated and problem solved warranty issues directly with manufacturers and local distributors. (Carrier, York, Ruud, Rheem, Daikin)
- Used HVAC service knowledge to best order parts, explain diagnostics to customers, and schedule specific repairs.
Dispatcher
R.S. Andrews of Tidewater
12.2022 - 03.2023
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with technicians and personnel to coordinate timely arrival.
- Directed dispatching, routing, and tracking of 30 fleet vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Managed conflict resolutions with customers, technicians and other personnel to encourage professional relationships and promote respect.
- Managed high call volume, prioritizing urgent requests to ensure prompt assistance.
- Provided exceptional customer support by addressing inquiries, resolving concerns, and escalating issues when necessary.
- Monitored technician performance and provided feedback for continuous improvement initiatives.
- Assessed internal processes regularly, implementing changes that led to improved resource allocation and overall operational efficiency.
- Proactively addressed potential scheduling conflicts, making adjustments as needed to maintain efficient workflow patterns.
- Coordinated emergency services during after-hours shifts, ensuring prompt responses to critical situations.
- Supported inventory management efforts by tracking parts usage patterns among field technicians in order to optimize stock levels.
- Facilitated smooth transitions between shifts by maintaining detailed logs of ongoing service requests and pending tasks.
- Consistently met or exceeded company targets for response times, customer satisfaction ratings, and team productivity levels.
- Served as a key point of contact between field staff, management, and customers to ensure seamless communication throughout the service process.
- Developed strong relationships with clients and technicians to foster a positive work environment.
- Answered phone calls and responded to customer emails.
- Scheduled and organized service routes.
- Communicated with customers to provide parts delivery updates.
- Received new orders, prepared documentation, and assigned personnel.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Preserved accurate records of dispatched orders, deliveries and receipts.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Communicated with warehouse staff to facilitate proper loading and unloading of orders.
- Provided customers with information on products and services.
HVAC Technician
Michael And Son Services
06.2021 - 12.2022
- Troubleshot complex HVAC problems, identifying root causes and implementing effective solutions.
- Utilized diagnostic equipment effectively in order to identify malfunctioning components within HVAC systems accurately.
- Conducted maintenance service on HVAC systems to increase life expectancy of equipment and prevent costly repair work.
- Repaired and replaced motors, bearings and belts.
- Worked overtime, holidays and weekends to accommodate company needs.
- Enhanced customer satisfaction by providing prompt and professional service for all HVAC-related issues.
- Investigated major malfunctions and breakdowns of heating and air-conditioning systems and used troubleshooting to determine causes.
- Developed strong relationships with clients through exceptional communication skills, leading to repeat business opportunities.
- Filled out detailed work orders for each job completed.
- Contributed to a safer work environment by adhering to industry safety standards and regulations during all tasks performed.
- Kept up-to-date with the latest advancements in the HVAC field through continuing education courses and workshops, ensuring top-quality services for customers.
- Traveled to job sites for both scheduled and emergency appointments.
- Recommended appropriate upgrades to clients'' existing systems, resulting in increased energy efficiency and cost savings.
- Inspected and tested refrigeration systems, safety devices and controls to determine proper functionality.
- Kept accurate records of time and materials used for each job to compile into service reports.
- Routinely calibrated thermostats for accurate temperature control settings that maintained comfortable environments in clients' properties.
- Participated in team meetings to discuss project progress, challenges encountered, and strategies for overcoming any obstacles.
- Closed out work orders after verifying completion with customers and reporting discrepancies discovered on job site.
- Implemented digital record-keeping system for maintenance and repair work, improving organizational efficiency.
- Increased customer retention by offering knowledgeable advice on HVAC system care and maintenance.
- Delivered customized heating and cooling solutions to meet unique client needs, improving comfort levels.
- Conducted detailed diagnostics to identify and fix complex HVAC system faults, improving operational reliability.
- Boosted system longevity by implementing comprehensive preventive maintenance plans.
- Worked in strict compliance with applicable OSHA regulations and safety requirements.
- Used technical skills, tools, and techniques like brazing to repair parts.
Server
The Cracker Barrel
09.2020 - 06.2021
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
Hostess
The Classic Diner
06.2019 - 09.2020
- Answered customer questions about hours, seating, and menu information.
- Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls and greeting guests simultaneously.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Took to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Reduced wait times for guests by effectively coordinating with other team members during peak hours.
- Completed daily side work and opening and closing duties without fail.
- Organized, stocked and cleaned establishment's front lobby during shifts to maintain welcoming appearance.
- Backed up servers by checking on tables and retrieving items for guests.
- Minimized customer service complaints by expertly managing customer expectations during busy periods.
- Cross-trained to handle different restaurant roles, including bar, kitchen and to-go stations.
- Assisted customers with delivering orders, carrying additional trays and helping dish out items.
- Collected credit card, cash and gift certificate payments and dispensed change for cash transactions.
- Maintained balanced cash drawer with correct money values and accurate documentation.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Processed cash, credit and touchless transactions to fulfill customer orders.
Education
High School Diploma -
Tallwood Highschool
Virginia Beach, VA06-2021
No Degree - HVAC/R
Virginia Beach Technical And Career Center
Virginia Beach, VA06-2021
Skills
- Dispatch coordination
- Installation and warranty scheduling
- Health and safety compliance
- FSA navigation
- Microsoft Excel navigation
- Power BI utilization
- Microsoft Outlook utilization
- Work order management
- Progress reporting
- Teamwork and collaboration
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Dependable and consistent
- Reliability
- Excellent communication
- Organizational skills
- Active listening
- Job prioritizing
- Decision-making
- Customer relations
- Conflict resolution
- Professionalism
- Materials and labor costing
- Warranty registration
Accomplishments
- Achieved accessible install documentation by creating a fully digital hard drive for important accounting and managerial tasks.
- Supervised team of 8 staff members.
- Helped achieve ARS Branch of the Year by completing install coordination with accuracy and efficiency.
Certification
- Heating, Ventilation, Air Conditioning, and Refrigeration (HVAC/R) Universal Certification - Environmental Protection Agency (EPA).
- OSHA Certified
- Virginia Driver's License
- NATE Core Certification
Timeline
Install Coordinator
R.S. Andrews of Tidewater
03.2023 - Current
Dispatcher
R.S. Andrews of Tidewater
12.2022 - 03.2023
HVAC Technician
Michael And Son Services
06.2021 - 12.2022
Server
The Cracker Barrel
09.2020 - 06.2021
Hostess
The Classic Diner
06.2019 - 09.2020
- Heating, Ventilation, Air Conditioning, and Refrigeration (HVAC/R) Universal Certification - Environmental Protection Agency (EPA).
- OSHA Certified
- Virginia Driver's License
- NATE Core Certification
High School Diploma -
Tallwood Highschool
No Degree - HVAC/R
Virginia Beach Technical And Career Center
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