Laura Marek

1343 #204 Todd Farm

Elgin, IL. 60123

630-776-1250

Lauriemarek2013@gmail.com

 

2012- Current- Optimal Energy

Administration

·          Schedule and confirm appointments

·          Enter AP and AR

·          Renew and create maintenance contracts

 

2010-2011 –HSBC Beneficial

Mortgage Service Specialist

·          Single point of contact to service clients mortgage issues with a one call resolution goal

·          Answer any questions regarding the current loan

·          Take payments and structure payments to bring the accounts to current

·          Set up modifications or restructures on loans and work with the clients through out the process

·          Discuss and work with clients on exit strategies of short sale and deed in lieu processes

 

2008- EQUIGUARD

Service Operations Manager

Manage residential and commercial HVAC-R dispatchers and administrative personnel for repairs and preventative maintenance nationally. Make necessary adjustments for implementation of new national and international contracts.  Primary:

          Develop departmental team work that ensures client satisfaction

          Review new software for future clients and prepare existing employees

          Teach and implement "real time" service and dispatch functions

          Supervise dispatch and approve repairs per terms and conditions of agreements

          Follow up  with clients and contractors to ensure completion of work and satisfaction of all parties

          Locate and enroll mechanical contractors to increase subcontracting options nationally

          Interview new employees

          Schedule training and train employees on new phone systems, computer programs, and work flow processes as they change

          Create software instruction manuals for clients

          Oversee mechanical contractor  enrollment 

          Create a temporary work procedure and job tracking /dispatch system for new “future clients” to show good intent until the proposed system is in place

          Manage existing relationships

          Review existing client and contractor claims to determine the billable parties

          Resolve disputes for claims processing 

          Review employees and create successful development plans when necessary

          Verify employee time for payroll

          Report  department progress at monthly meetings

 

2006 — 2008 BRUCKER CO

Service Coordinator:  Develop a service department for a manufacturer representative by using existing subcontractors as well as hire and manage company technicians for repair, replacement, warranty and start up of all equipment

          Take and resolve all incoming customer service and service oriented calls

          Create a scheduling and dispatch procedure within the company budget

          Develop and track job forecasting system based on sales and pending contracts

          Order warranty, service and customer order parts as necessary and track delivery

          Invoice customers and resolve all payment issues that apply to the service department

          Hire new technicians, subcontractors and manage existing work force

          Dispatch, manage and support all technicians and subcontractors

          Research and schedule proper training and certifications requirements for any job and schedule technicians or negotiate terms for subcontractors training

          Collect and justify technician work tickets and time for billing and payroll

          Track maintenance and equipment on company vans

          Order and track inventory on company vehicles

 

 

 

 

 

 

2003-2006 THE AIR CONDITIONING AND HEATING COMPANY

Customer service lead:

          Place and receive incoming service and maintenance calls

          Effectively route and dispatch fifteen technicians based on area and technician skill level

          Supervise five customer service/ dispatch representatives and file room

          Reviewed job performance of CSR’s and technicians

          Created an organizational work flow process for use of CSR’s in admin support

          Oversee completion of daily service invoice entry, installation data and statistical reports

          Resolve higher level customer service issues

          Launch new client services programs and train customer service representatives

          Reply to nightly answering machine messages and answering service reports

          Research and supply support information to technicians on a call by call basis

          Coordinate with field and office supervisors to effectively resolve  issues and close gaps  within the company to improve client satisfaction

          Coordinate with customers to schedule installations of equipment and duct cleaning

          Supply sales engineers with potential leads and schedule appointments

 

1999-2003 KCW ENVIRONMENTAL CONDITIONING:

Office Support/ Administration:

Organized and completed all phases of office support for installation department from initial customer contact to final billing:

          Effectively answer inquires pertaining to any aspect of jobs and pending jobs via- telephone, Nextel communications, e-mail and personal visits from, client, supervisory, field personnel or vendor.

          Schedule and coordinate installations with customers, job lead and subcontractors

          Reply to routine correspondence

          Compose proposal letters and contracts.

          Compose and distribute meeting notes and reports

          Research equipment and materials availability, pricing and equipment specifications.

          Order necessary materials, equipment and/or sub-contractors

          Prepare material returns and resolve credit differences

          Prepare and distribute bid packages including all job related information

          Obtain and distribute equipment submittal information

          Produce and obtain waivers of lien, vendor waivers, continuation sheets and applications for payment

          Obtain insurance certificates, permits, bonds and licenses when necessary

          Create and maintain new and existing job files including continual job costing

          Invoice customers including pricing materials

          Justify field technicians reported time and resolve time conflicts for payroll processing.

          Prepare vendor invoices for accounts payable and job costing

          Maintain office equipment, Nextel and pager operations, computer files, company fleet files and vehicle maintenance

          Fill in for service dispatch department when needed

 

EDUCATION: Glenbard North high School;

Mr. Roberts school of Beauty Culture

 

CERTIFICATES: MCAA  Certificates: HVAC 101, Project Management, Managing Subcontractors

COMPUTER SKILLS: Microsoft Office, M.S. Works,  Map Quest, Dajawin, MAS 90, Publisher, Excel, Omni Form, Wintec, MS Outlook, Streets, Access, Heat, Time Management Systems, Phone Doctor,  Google maps, Apex, Mortgage Serve, Coach, C11, Solar, Asset Management and company custom programs.