Katlen Peralta

Perris

Summary

Customer-focused call center lead with 7+ years of experience in HVAC and plumbing environments seeking a dispatcher / customer service role. Proven ability to manage high call volumes, schedule service appointments, coordinate with technicians, and resolve customer concerns efficiently while maintaining strong service standards and maximizing daily call board performance.

Overview

years of professional experience

Work History

Call Center Representative / Dispatcher

AllClear Plumbing Pros

Laguna Hills, CA

10.2025 - 06.2026

Managed high-volume calls, ensuring timely responses and maintaining customer satisfaction.
Provided exceptional customer service, addressing inquiries and resolving issues efficiently.
Scheduled and dispatch plumbing and efficiently based on priority, location, and skill set.
Monitor job progress and communicate schedule updates with technicians and customers.
Assist with collections and follow up on outstanding customer balances.
Maintain accurate customer records, service history, and job documentation.
Follow up on unsold estimates, reschedules, and customer concerns when needed
Coordinate with management and field staff to ensure seamless operations.
Handle emergency service requests and adjust schedules as needed.
Support administrative functions and special projects as assigned.

Call Center Representative Manager

Absolute Airflow Air Conditioning, Heating & Plumbing

Westminster, CA

04.2023 - 08.2025

Lead, mentor and motivate a team of CSRs to meet and exceed all objectives
Conduct regular coaching, role playing sessions and performance evaluations
Analyze all KPIs and implement strategies to enhance performance and productivity
Address escalated customer issues promptly and effectively, maintaining customer satisfaction
Fill the 3- Day call board with high quality appointments leveraging targeted outbound strategies
Manage the department schedules to ensure adequate coverage is always available
Monitoring incoming department emails to ensure the emails are responded to as soon as possible
Managed high volume of inbound customer calls, addressing inquiries and resolving issues efficiently.
Collaborated with team members in order to achieve organizational goals
Monitored daily performances metrics such as average handle time, first call resolution rate.
Resolved customer issues efficiently, ensuring satisfaction and loyalty.

Customer Service Representative

NexGen HVAC & Plumbing

Anaheim, CA

02.2021 - 03.2023

Took inbound and made outbound calls for HVAC and plumbing customers
Managed leads consisting of working on social media customer inquires
Identified sales opportunities and evaluates client situations and needs while setting up appointments before a technician goes out for the visit
Collaborated with management teams to stay updated on products, services, and policies
Record customer information within our customer service database, Service Titan
Gathered customer information and filled out service tickets depending on customer needs
Transferred calls to other departments to maintain clear communication and ensure customer satisfaction
Provided exceptional and timely customer service via phone, email, company’s social media accounts, and other web services when providing initial and follow-up contact with customers
Resolved customer inquiries via phone and email, ensuring timely responses and satisfaction.

Education

High School Diploma -

Anaheim High School