Open To Work
Melissa M. Kleckner
Gilbert
Work Preference
Summary
Detail-oriented professional excelling in customer service and project coordination. Proven ability to manage diverse tasks, from scheduling to compliance oversight, contributing to efficient operations and high customer satisfaction rates across multiple service channels.
Overview
8
8
years of professional experience
Work History
Coordinator
Benson Systems (Fire & Life Safety - Low Voltage)
Gilbert
03.2024 - 07.2026
- Answered all incoming sales and service-related phone calls for the company.
- Monitored and managed multiple customer support inboxes, including live chat and service requests, to ensure timely responses and customer satisfaction.
- Oversaw compliance with safety regulations in low voltage system projects.
- Maintain multiple databases and calendars, ensuring a seamless customer experience from first touch.
- Coordinated project schedules for fire and life safety system installations, facilitating on-time delivery and adherence to project timelines.
- Update CRM with accurate customer data.
- Managed communication between clients and installation teams, ensuring clarity and efficiency in project execution.
Installation Coordinator
Precision Air & Plumbing
Chandler
10.2020 - 12.2023
- Coordinated HVAC installations, managing project logistics from scheduling to completion.
- Register equipment, process warranty claims, and apply for rebates on the customers' behalf.
- Performing call audit, invoicing, and routing the dispatch board with the goal of dispatching for profit.
- Processed purchase orders for timely fulfillment.
- Answer incoming calls, book sales calls and assign the representative best fit for the call.
- Create and manage multiple calendars, keep inner-office documents up to date.
- Managed inventory of tools and materials to ensure timely project execution.
Owner/Operator
GoGet My Laundry
Phoenix
01.2019 - 01.2022
- Dispatch, Customer Service, Social Media Networking, Accounts Payable, Accounts Receivable, Supervisory, Minimal Bookkeeping.
- Responsible for answering all incoming callings to the business 24 hours a day, calling outbound leads.
- Set a route for the drivers, and log their weights, manage a night shift wash crew, keep a running inventory, update the database, keep the business compliant with AZ laws, and run payroll biweekly.
Customer Care Representative
Quality Home Maintenance
Phoenix
09.2018 - 09.2020
- Scheduled routine maintenance by contacting the current customer base.
- Responsible for contacting the current customer base to schedule routine maintenance.
- Resolved customer complaints and conducted quality assurance calls to enhance service satisfaction.
- Resolved scheduling concerns with customers when appointments needed to be rescheduled.
- Operated under the names George Brazil HVAC and Patrick Riley HVAC & Plumbing.
- Repeatedly made it to the 'NO ERRORS' list for having zero mistakes made on appointments set.
- Worked after hours from home as a backup on a regular basis.
- Managed and updated customer accounts, maintaining accurate records to support efficient operations.
- Resolved complaints through active listening and problem-solving techniques.
Education
General Studies - Applied Mathematics
Phoenix College
Phoenix, AZ01-2007
Diploma - General Studies
Westview High School
Goodyear, AZ01-1996
Skills
- Database management
- CRM updating
- Telephone communication
- Project coordination
- Quality assurance
- Time management
- Windows programs
- Team collaboration
- Phone skills
- Leadership training
- Rapport building
- Quality control
- CRM management
- Logistics coordination
- Project management
- Customer relationship management
Additional Information
Competent with Windows programs, multiple databases. Very computer literate., 7 years of Supervising experience., 10+ years Customer Service experience., Great phone skills and multitasking capabilities., Ability to learn quickly and apply what I've learned., Quick at establishing rapport with clients; along with very effective communication., Excellent communication skills in person or over the phone., Experience with ServiceTitan, Teams, HubSpot., Multiple awards and leadership certifications through ADP., Over 70 ServiceTitan Academy Completed.
Timeline
Coordinator
Benson Systems (Fire & Life Safety - Low Voltage)
03.2024 - 07.2026
Installation Coordinator
Precision Air & Plumbing
10.2020 - 12.2023
Owner/Operator
GoGet My Laundry
01.2019 - 01.2022
Customer Care Representative
Quality Home Maintenance
09.2018 - 09.2020
General Studies - Applied Mathematics
Phoenix College
Diploma - General Studies
Westview High School