Ian Hughes
Fresno,CA
Summary
Results-driven Service Coordinator with a robust background in managing and optimizing service operations. Expertise in effective scheduling, personnel dispatching, and inventory management ensures peak performance and enhanced customer satisfaction. Known for exceptional organizational abilities and a collaborative approach, fostering teamwork and clear communication across all levels. Committed to driving operational efficiency and delivering outstanding service outcomes.
Overview
9
9
years of professional experience
Work History
Service Coordinator
Midstate Automotive Equipment
09.2022 - Current
- Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
- Oversaw the scheduling and dispatching of technicians, maximizing efficiency and minimizing delays in service delivery.
- Managed a high volume of client requests, ensuring timely and effective service delivery.
- Maintained accurate records of all service activities, facilitating smooth communication between clients and technicians.
- Gathered, organized and input information into digital database.
- Maintained comprehensive records of service requests and resolutions, contributing to database for future reference and training.
- Assessed customer needs and developed solutions to meet needs.
Alarm Dispatch Operator
GEIL ENTERPRISES, INC
09.2021 - 09.2022
- Managed high call volumes while maintaining exceptional customer service standards during peak times.
- Oversaw shift handovers, guaranteeing seamless continuation of service without disruptions or delays.
- Reduced response times for emergency services with efficient dispatching of appropriate units.
- Utilized GPS technology effectively to monitor fleet locations and ensure optimal route planning.
- Streamlined communication channels between departments resulting in more efficient problem resolution.
- Maintained strong relationships with clients by addressing concerns promptly and professionally.
- Monitored Burglary, Fire and camera operations for customers.
Alarm Dispatcher
Kimberlite Corporation (DBA Sonitrol Security)
10.2019 - 06.2021
- Responsibilities included monitoring of burglary, fire, and access control for customer facilities and dispatching appropriate law enforcement or security to fit customer needs I.E. Police, Fire and or medical.
- Troubleshooting of fire, burglary and access control systems with customers. Facilitating communications between customers and field technicians/Customer service representatives to coordinate service visits. Including setting up work tickets/updating customer contact information.
- Quickly adapted to new technology systems implemented within the dispatch center for improved operations.
- Streamlined alarm monitoring processes for increased efficiency and accuracy in identifying emergencies.
- Participated in ongoing training sessions and workshops to remain current on industry advancements and enhance professional skills.
- Maintained accurate records of alarm incidents, ensuring all necessary information was documented for review and analysis.
- Improved communication between emergency responders and the public by efficiently dispatching alarms and relaying critical information.
Patrol Officer
Element Security Solutions
08.2019 - 10.2019
- Maintaining proper care of a company vehicle, equipment and client sensitive information.
- Making sure that any maintenance issues were properly documented and informing client/property managers.
- Prepared detailed reports documenting daily patrols, incidents encountered, and actions taken during shifts.
- Patrolled designated areas in patrol vehicle and on foot to identify security and safety issues.
- Access control and confirming that lockdown and unlock procedures were done within the parameters the clients had requested and done correctly.
Dispatcher - Promoted to Senior Lead Dispatcher
STC Security/Element Security
12.2016 - 08.2019
- Scheduling for employees as well as auditing clock ins, outs and break times for up to 80+ employees.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- 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.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
Education
High School Diploma -
Yosemite Adult School
Oakhurst, CA06.2018
Skills
- Attention to detail
- Analytical thinking
- Telephone communication
- Detail orientation
- Notetaking and documentation
- Accurate recordkeeping
- Client advocacy
- Problem-solving
- Team building
- Customer relationship management
- Process improvement
- Time management
- Task prioritization
- Excellent communication
- Adaptability and flexibility
Timeline
Service Coordinator
Midstate Automotive Equipment
09.2022 - Current
Alarm Dispatch Operator
GEIL ENTERPRISES, INC
09.2021 - 09.2022
Alarm Dispatcher
Kimberlite Corporation (DBA Sonitrol Security)
10.2019 - 06.2021
Patrol Officer
Element Security Solutions
08.2019 - 10.2019
Dispatcher - Promoted to Senior Lead Dispatcher
STC Security/Element Security
12.2016 - 08.2019
High School Diploma -
Yosemite Adult School
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