Michelle Laquitara
Maple Ridge,BC
Summary
Proven leader with extensive experience in customer service, and dispatching. Skillfully managed teams to enhance customer satisfaction and loyalty, leveraging critical thinking to resolve complex issues efficiently. Knowledgeable about organizing inventory, planning operations and handling logistics. Excellent organizational skills, insightful and discerning with an amiable nature who welcomes widening her opportunities and growing in her career.
Overview
8
8
years of professional experience
Work History
Service Supervisor
General Contractor
Surrey, BC
09.2022 - 08.2024
- Successfully managed high-pressure situations, maintaining composure while finding solutions to complex problems quickly.
- Managed daily operations of the service department, including dispatching all work orders throughout BC to in-house technicians and sub contractors, all while maintaining a high level of organization and productivity.
- Ensured all safety protocols were followed, resulting in a safe working environment for employees and customers alike.
- Coordinated logistics of material delivery and disposal during each project phase seamlessly, regardless of how big or small the work order/project was.
- Defined and described logistics of proposed projects to customers.
- Fostered a culture of continuous improvement within the service team, encouraging open communication and collaborative problem-solving to overcome challenges.
- Conducted regular performance reviews for staff members, identifying areas for growth and providing constructive feedback.
- Developed positive rapport with vendors or suppliers, negotiating advantageous deals that benefited both parties in the long run.
- Coordinated resources effectively between multiple projects or tasks, ensuring deadlines were met consistently without sacrificing quality standards.
Service Manager
Appliance Repair
Maple Ridge
01.2021 - 09.2022
- Resolved customer complaints in professional and timely manner.
- Met with customers to discuss service needs and offer available solutions.
- Hired, trained and supervised team of service staff members to meet business goals.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Monitored inventory levels and placed orders to replenish stock.
Returns and Service Coordinator
Appliance Distributor
Burnaby, BC
10.2016 - 01.2021
- Coordinated logistics for training events, including scheduling, venue selection, and material preparation.
- Streamlined logistics operations to improve delivery times.
- Coordinated transportation logistics for incoming shipments or outgoing deliveries as needed.
- Coordinated travel arrangements for delegations, ensuring smooth logistics during official visits abroad.
- Implemented technician routes and zones
- Managed a high volume of client requests, ensuring timely and effective service delivery.
- Assessed customer needs and developed solutions to meet needs.
- Devised and implemented processes and procedures to streamline operations.
- Improved cost-efficiency by negotiating favorable contracts with vendors supplying essential materials for various services delivered to clients or customers served within our portfolio scope or industry niche focus areas where expertise was well-recognized
- Developed and implemented training programs for service personnel to improve individual capabilities and enhance team performance.
Education
Medical Office Assistant - Health Sciences
CDI College
Abbotsford, BCAdvanced Business Administration Diploma - Business
CDI College
Abbotsford, BCSkills
- Prioritization
- Microsoft Office Suite
- Third-party logistics
- Staff Training and Development
- Computer Proficiency
- Shipment Coordination
- Various customer online portals
- Warehouse and logistic
- Route Planning
- Customer Relations
- Task delegation
- Management experience
- Scheduling expertise
- Multitasking and organization
- Customer relationship management (CRM)
- De-escalation techniques
- Call center experience
- Customer relations
- Call management
- Route management
- Customer service
- Problem-solving
- Time management
- Team collaboration
- Shipping and receiving
- Relationship building
- Task prioritization
- Product knowledge
- Client relations
- Conflict resolution
- Team development
- Administrative support
- Building rapport
Languages
English
Native or Bilingual
Timeline
Service Supervisor
General Contractor
09.2022 - 08.2024
Service Manager
Appliance Repair
01.2021 - 09.2022
Returns and Service Coordinator
Appliance Distributor
10.2016 - 01.2021
Medical Office Assistant - Health Sciences
CDI College
Advanced Business Administration Diploma - Business
CDI College