Amanda Iffrig
City Of Saint Peters
Summary
Client Relations / Dispatch Manager with solid experience in high tempo contact center environments. Solid skills gaining trust of individuals, leading diverse teams and winning customer satisfaction. Superb command of project management, client conflict resolution and business management.
Overview
8
8
years of professional experience
Work History
Parts Specialist
True Manufacturing Company
O'Fallon
10.2023 - Current
- Managed inventory levels effectively, ensuring timely availability of parts and minimizing operational delays.
- Provided exceptional customer service by efficiently addressing inquiries and resolving issues related to parts orders.
- Collaborated with cross-functional teams to streamline order processing, enhancing overall workflow efficiency and accuracy.
Client Relations /Dispatch Operations Manager
Spark Daddy
10.2021 - 10.2023
- Achieved main targets and KPI's set by leadership.
- Alerted team to opportunities for future sales within electrical and HVAC clients.
- Partnered with Dispatch departments and confirmed fulfillment of client needs.
- Managed team of three for Call Center/Dispatch department.
- Collected and logged client feedback about service experience to identify areas for improvement.
- Updated propriety system to keep Call Center teams up to date on Job Needs
- Assessed client needs and developed plans to adequately address current and future objectives.
- Addressed and resolved customer complaints and issues to improve satisfaction.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Executed billing tasks and recorded information in company databases.
- Followed up with appropriate parties to obtain prompt payments.
- Developed summaries to assess each client's participation level and determine targets for follow-up plans.
- Built relationships with customers and community to establish long-term business growth.
Dispatch Manager
Academy Air
03.2020 - 09.2021
- Supervise dispatch to ensure the right technician is matched to every job, and complete/accurate information is recorded into the system by the technicians
- Meet daily revenue and sold-hour goals by prioritizing the most urgent and profitable calls
- Record the results of each service call and create report summaries for senior management
- Respond to and resolve client concerns
- Recruiting and development of staff
Call Center
Academy Air
01.2018 - 03.2020
- Respond to client requests: resolving issues and promoting the brand
- Establish client rapport to encourage repeat business
- Adhere to client concern plan to take care of clients quickly and favorably
- Maintain and update the client database
Education
Associate of Arts - General Studies
St. Louis Christian College
St. LouisSkills
- Staff Training
- Key Performance Indicators (KPIs)
- Problem-Solving Aptitude
- Client Relationship Management
- Recruitment and Hiring
- Conflict Resolution Skills
- Client Education
- Team Leadership
- Inventory Control Processes
- Schedule Management
- Customer Inquiries
- Closing Procedures
- Data Collections
- Order processing
- Staff recruitment
- Revenue tracking
- Service reporting
- Call center management
- Bookkeeping
- A/P and A/R
Timeline
Parts Specialist
True Manufacturing Company
10.2023 - Current
Client Relations /Dispatch Operations Manager
Spark Daddy
10.2021 - 10.2023
Dispatch Manager
Academy Air
03.2020 - 09.2021
Call Center
Academy Air
01.2018 - 03.2020
Associate of Arts - General Studies
St. Louis Christian College