Deanna Romero
San Leandro
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
20
20
years of professional experience
Work History
Customer Advocate
Safelite Auto Glass
02.2005 - Current
- Welcomes in-shop customers
- Handles incoming calls, e-mails from existing and new customers including service issues, pricing, warranties, commercial, dispatch, repair, cash, wholesale, same-day reschedules/cancellations
- Resolves customer problems (warranties, missed appointments, reschedules) in a courteous, professional, and timely manner
- Performs customer confirmation calls and ensures parts are correct.
- Invoices work orders
- Controls deleted work orders
- Processes credit memos and rebills
- Reviews orders from the national Contact Center
- Handles dealer part orders and special accounts
- Makes outbound reactivation contacts
- Reviews and completes work order information including insurance verification, additional parts and missing information
- Reviews work order sub-status in Safelite’s system, SV2
- Researches and sources hard to find parts for work orders
- Trains new associates
- Assists Managers with resolutions to customer concern's.
Dispatcher
02.2013 - 10.2016
- Operates computer systems to schedule, route, track and invoice the work performed by Safelite technicians
- Maintains proper radio communications with technicians
- Reviews completed work orders with installers for accuracy prior to invoicing
- Removes any unused inventory from completed work orders
- Maintains a high level of knowledge about glass parts that fit various makes and models of automobiles
- Maintains updated familiarity with local/assigned market (i.e., location of streets, subdivisions, businesses) and provides accurate directions for technicians when needed
- Ensures proper information is on routing manifest and work orders before technician leaves facility
- Maintains daily paperwork and technician files; ensures timesheets are printed, signed, and filed
- Tracks vehicle mileage and maintenance
- Updates truck maintenance files
- Identifies and handles inaccuracies in store parameter maintenance
- Calls customers to confirm appointments and notify them of any schedule changes
- Resolves customer problems (warranties, missed appointments, reschedules) in a courteous, professional and timely manner
- Works cooperatively with Store Managers in the market to facilitate the movement of Technicians between locations
- Works cooperatively with Customer Advocates in the market to facilitate the scheduling of jobs
Education
High School Diploma -
Sunset High
Hayward, CASkills
- Teamwork and collaboration
- Calm and professional under pressure
- Adaptability and flexibility
- Task prioritization
- Self motivation
- Administrative and office support
- Problem-solving skills
- Resourcefulness
- Time management abilities
Timeline
Dispatcher
02.2013 - 10.2016
Customer Advocate
Safelite Auto Glass
02.2005 - Current
High School Diploma -
Sunset High
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