Alma Avalos
San Jose
Summary
Organized Dispatcher Operations and Customer Service professional experienced in supporting fast-paced field service teams through effective scheduling coordination and customer communication. Achieved operational efficiency by optimizing dispatch operations, managing CRM systems, and enhancing client relations. Committed to delivering high standards of performance and ensuring customer satisfaction through strong problem-solving and communication skills.
Overview
5
5
years of professional experience
Work History
Senior Dispatcher
Pacific Coast Home Services
San Jose, CA
12.2022 - Current
- Manage high-volume scheduling and dispatch operations for 40+ field technicians across multiple service departments.
- Coordinate real-time routing and logistics using GPS systems and regional knowledge of the Bay Area, improving response times and operational efficiency.
- Handled high volume of inbound calls, emails, and text inquiries, providing accurate information and promptly resolving customer concerns to enhance satisfaction.
- Conducted outbound calls for service confirmations, follow-ups, and renewals, contributing to customer retention efforts.
- Collaborate closely with technicians, managers, and customer service teams to ensure seamless daily operations.
- Maintained detailed and accurate records of customer interactions and job updates within CRM systems to support effective communication and service delivery.
- Conduct outbound calls for service confirmations, follow-ups, renewals, and customer retention efforts.
- Maintain detailed and accurate records of customer interactions, job updates, and service notes within CRM systems.
- Demonstrate strong multitasking abilities in a fast-paced, high-pressure environment while maintaining attention to detail.
- Develop and execute monthly communication campaigns across text, email, direct mail, and social media platforms.
Dispatcher
Comfort Energy
Milpitas, CA
09.2021 - 06.2022
- Scheduled and dispatched technicians for service calls, installations, and maintenance appointments.
- Handled high call volume (inbound and outbound) while ensuring customer service standards were met.
- Coordinated daily routes to enhance service delivery and minimize travel time.
- Communicated effectively with field technicians to ensure clear job expectations and updates.
- Addressed customer concerns, rescheduled appointments, and resolved conflicts quickly and professionally.
- Updated job statuses and customer records in CRM systems with accuracy and timeliness.
- Balanced workload and prioritized urgent service requests for timely technician dispatch.
- Supported team operations in a fast-paced environment requiring strong multitasking and problem-solving skills.
Education
High School Diploma -
Modesto Gospel Mission
Modesto, CA06-2010
Skills
- Conflict resolution
- Verbal communication
- High-volume call management
- Task prioritization
- Data documentation
- Team collaboration
- Software proficiency
- Effective Task Prioritization & Quick Decision-Making
- Client support
- Cross-Team Collaboration & Operational Coordination
- Judgment skills
- Listening skills
- Typing Speed: 40wpm
- Decision-making
- Problem-solving
- Attention to detail
- Time management
- Call prioritization
- Customer service
- Dispatch management
- Bilingual: Fluent in Spanish (spoken, reading)
- Schedule coordination
- Route navigation
Timeline
Senior Dispatcher
Pacific Coast Home Services
12.2022 - Current
Dispatcher
Comfort Energy
09.2021 - 06.2022
High School Diploma -
Modesto Gospel Mission