Jennifer Biernacki
Colorado Springs
Summary
Results-oriented Dispatch Manager with expertise in workflow optimization and team performance enhancement. Skilled in staff training, dispatch operations management, and customer service. Experienced in utilizing dispatch software to improve scheduling efficiency and effectively resolve customer complaints, driving operational success.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Dispatch Manager
Smith Plumbing & Heating
Colorado Springs
03.2025 - 04.2026
- Managed daily operations of the dispatch team to ensure efficient workflow and customer service.
- Managed scheduling and assignments for field technicians and service calls.
- Coordinated daily dispatch operations for plumbing and heating services.
- Utilized dispatch software to track job progress and technician locations.
- Collaborated with service teams to optimize route planning and efficiency.
- Assisted in developing processes to enhance overall dispatch effectiveness.
- Trained new staff on dispatch procedures and company protocols.
Call Center Manager
Big Cat Plumbing
Colorado Springs
03.2023 - 03.2025
- Managed daily call center operations and ensured efficient workflow.
- Trained and mentored staff on customer service best practices.
- Designed training programs for new employees to enhance customer service skills.
- Monitored team performance and delivered regular feedback to support individual development.
- Coordinated scheduling to optimize staff coverage during peak hours.
- Resolved escalated customer issues with professionalism and empathy.
- Resolved escalated customer complaints in an efficient manner while maintaining positive relationships with clients.
- Analyzed call center metrics to pinpoint improvement opportunities and drive service quality.
Dispatch/Service Manager
One Source Home Service
Colorado Springs
02.2021 - 03.2023
- Resolved customer inquiries and complaints promptly to maintain positive client relationships.
- Cultivated strong relationships with customers, vendors, and suppliers to support service delivery.
- Managed inventory of tools, equipment, and supplies for home services to ensure operational readiness.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Motivated and supported employees to maintain low turnover.
- Developed training materials to enhance team knowledge of products and services offered.
- Recorded service requests with resolution times and costs to enhance operational transparency.
Office Manager
Climate Solutions
Colorado Springs
12.2018 - 03.2020
- Managed daily office operations and ensured efficient workflow.
- Led team of customer service representatives in daily operations.
- Collaborated with management to implement process improvements.
- Managed communication between drivers, clients, and warehouse staff.
- Kept customers informed of service trucks' whereabouts and expected time of service.
- Oversaw office supplies inventory and maintained ordering processes.
Skills
- Dispatch software ( ServiceTitan)
- Fleet dispatching
- Route optimization
- Scheduling efficiency
- Schedule coordination
- Workforce planning
- Performance metrics
- Service level agreements
- Customer confirmation
- Call center operations
- Complaint resolution
- Daily reports
- Employee time records
- Employee training
- Team mentoring
- Strong leadership
- Effective communication
- Customer service
Certification
- Nexstar Certified Call Center/Call Center Management
- Nexstar Certified Dispatch/Operational Excellence
- 2 Years at Pantheon
Timeline
Dispatch Manager
Smith Plumbing & Heating
03.2025 - 04.2026
Call Center Manager
Big Cat Plumbing
03.2023 - 03.2025
Dispatch/Service Manager
One Source Home Service
02.2021 - 03.2023
Office Manager
Climate Solutions
12.2018 - 03.2020