Microsoft, Windows, Google, Zoom
Kimberley Pullman
Service Coordinator, Administrative Assistant, Customer Service,
Merida,YUC
Summary
Dedicated and results-driven professional with over 20 years of experience in the service industry. Skilled in organizing cross functional teams to deliver exceptional customer service, increase efficiency and achieve business objectives to enrich the growth of the company.
Overview
20
20
years of professional experience
Work History
Service Coordinator
Fleetworks, Inc.
11.2023 - 08.2025
- Prepared reports on service performance metrics and key indicators for management review.
- Coordinated and monitored service activities to confirm work met all requirements.
- Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
- Managed a high volume of client requests, ensuring timely and effective service delivery.
- Established strong relationships with clients through regular follow-ups, keeping them informed about progress updates regarding their services requested or concerns raised.
- Maintained accurate records of all service activities, facilitating smooth communication between clients and technicians.
- Assessed customer needs and developed solutions to meet needs.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
- Enhanced customer satisfaction by efficiently addressing and resolving service issues.
- Coordinated with vendors and suppliers to maintain optimal inventory levels of tools, equipment, and parts required for services rendered.
- Reduced client wait times by implementing an effective system for prioritizing urgent or time-sensitive requests.
- Oversaw the scheduling and dispatching of technicians, maximizing efficiency and minimizing delays in service delivery.
- Maintained comprehensive records of service requests and resolutions, contributing to database for future reference and training.
- Coordinated with external vendors to ensure timely availability of necessary parts, preventing delays in service completion.
Owner/Operator
K&J Catering
06.2022 - 09.2023
- Managed day-to-day business operations.
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
- Increased customer satisfaction by providing high-quality services and timely communication.
- Assessed income and expenses and adapted plans to improve profit levels.
- Managed daily operations for optimal efficiency, streamlining processes to reduce costs.
- Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
Counter / Service Dispatcher / Assistant Service Manager
Ahern Rentals
11.2011 - 06.2022
- Contributed to business growth by identifying opportunities for upselling additional services during client interactions.
- Facilitated smooth transitions between shifts by maintaining detailed logs of ongoing service requests and pending tasks.
- Developed strong relationships with clients and technicians to foster a positive work environment.
- Implemented new software systems to enhance dispatch operations and data management capabilities.
- Monitored technician performance and provided feedback for continuous improvement initiatives.
- Streamlined communication between customers and technicians for timely service delivery.
- Assisted in the training of new employees, sharing best practices for successful dispatch operations.
- Consistently met or exceeded company targets for response times, customer satisfaction ratings, and team productivity levels.
- Coordinated emergency services during after-hours shifts, ensuring prompt responses to critical situations.
- Collaborated with cross-functional teams to improve overall service quality and efficiency.
- Assessed internal processes regularly, implementing changes that led to improved resource allocation and overall operational efficiency.
- Managed high call volume, prioritizing urgent requests to ensure prompt assistance.
- Provided exceptional customer support by addressing inquiries, resolving concerns, and escalating issues when necessary.
- Maintained accurate records of service calls, technician assignments, and completed jobs for optimal organization.
- Supported inventory management efforts by tracking parts usage patterns among field technicians in order to optimize stock levels.
- Organized regular team meetings to discuss performance metrics, ongoing challenges, and strategy updates for the dispatch department.
- Served as a key point of contact between field staff, management, and customers to ensure seamless communication throughout the service process.
- Proactively addressed potential scheduling conflicts, making adjustments as needed to maintain efficient workflow patterns.
- Reduced response times with effective scheduling and route optimization strategies.
- Answered phone calls and responded to customer emails.
- Communicated with warehouse staff to facilitate proper loading and unloading of orders.
- Coordinated with drivers to facilitate efficient delivery routes and timely deliveries.
- Tracked and monitored vehicle performance and maintenance.
- Scheduled deliveries and pickups according to customer needs.
- Communicated with customers to provide delivery updates and resolution.
- Provided customers with information on products and services.
- Preserved accurate records of dispatched orders, deliveries and receipts.
- Scheduled and organized delivery routes.
- Managed customer accounts and invoicing.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Assisted in resolving customer complaints and grievances.
- Monitored flow of paperwork and directed information to appropriate departments.
- Developed strong relationships with customers, resulting in repeat business and increased loyalty.
- Conducted regular performance evaluations for staff members, offering constructive feedback and setting goals for professional growth.
- Managed a team of technicians to ensure timely completion of maintenance tasks and high-quality workmanship.
- Resolved customer complaints in professional and timely manner.
Dispatcher / Office Manager / Customer Service
Pacific High Reach
06.2008 - 11.2011
- Directed dispatching, routing, and tracking of Number fleet vehicles.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Maintained updated and detailed records of calls in physical and electronic database.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- 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.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Analyzed customer feedback and provided solutions to improve customer service.
- Facilitated smooth transitions between shifts by properly documenting unresolved calls and ongoing incidents.
- Demonstrated adaptability in evolving situations by adjusting strategies in real-time as new information became available.
- Streamlined the dispatch process by organizing resources and routes, optimizing response efforts.
- Processed invoices and payments for dispatched orders to provide proof of transaction.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Maintained high levels of confidentiality and discretion with sensitive information.
- Adapted quickly to changing situations, ensuring uninterrupted dispatch operations during emergencies.
- Implemented regular system checks to maintain high operational standards, ensuring reliability of dispatch equipment.
Office Manager / Dispatcher
Dynamic Equipment
12.2006 - 06.2008
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
Dispatcher / Administrative Assistant
Fast Forward Concrete Cutting / Metropolis Disposal
10.2005 - 12.2006
- Generated reports to track deliveries and maintain proper records and documentation.
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Enhanced communication with first responders by maintaining updated contact information and utilizing clear, concise language during dispatches.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Coordinated logistics for field units, optimizing routes for faster response times.
- Streamlined communication between dispatch and field units, reducing misunderstandings and errors.
- Managed high-stress situations to ensure caller calmness, using effective communication and problem-solving skills.
Education
High School Diploma -
Carmel High School
Carmel, CASkills
Telephone communication
Resource utilization
Proficiency in office programs
Service monitoring and evaluation
Accurate recordkeeping
Notetaking and documentation
Detail orientation
Status meetings
Customer expectation management
Multitasking Abilities
Analytical skills
Time management
Problem-solving
Adaptability and flexibility
Decision-making
Interpersonal skills
Active listening
Written communication
Task prioritization
Interpersonal communication
Reliability
Organizational skills
QUALIFICATIONS
- As a business professional my duties have consisted of typing, filing, telecommunications, transcription, dictation, data entry, banking, accounts payable, accounts receivable, human resources, ad design, business promotional, dispatching, parts coordinator, personal assistant, Notary Public, and manager of up to 15 employees.
- As a direct liaison between my employer, fellow employees, customers and their business needs, I have acquired an excellent working rapport with all levels of people. A self starter, I learn quickly and can think out of the box to accomplish and prioritize tasks. I am a team player and understand that the end goal is the greater good of the company.
Software
Timeline
Service Coordinator
Fleetworks, Inc.
11.2023 - 08.2025
Owner/Operator
K&J Catering
06.2022 - 09.2023
Counter / Service Dispatcher / Assistant Service Manager
Ahern Rentals
11.2011 - 06.2022
Dispatcher / Office Manager / Customer Service
Pacific High Reach
06.2008 - 11.2011
Office Manager / Dispatcher
Dynamic Equipment
12.2006 - 06.2008
Dispatcher / Administrative Assistant
Fast Forward Concrete Cutting / Metropolis Disposal
10.2005 - 12.2006
High School Diploma -
Carmel High School