General Virtual Assistant, Lead Coordinator and DispatchGeneral Virtual Assistant, Lead Coordinator and Dispatch

Key Achievements:

 Handle initial lead communication by phone or email, qualify service requests, and capture required customer information.  Enter and maintain lead and customer records in the service-management/CRM system, including appointment details and status updates.  Schedule and confirm service appointments, coordinating technician availability, service areas, skills, and existing schedules.  Conduct follow-ups for new leads, missed opportunities, unscheduled estimates, appointment confirmations, and past customers.  Track lead activity and provide pipeline or performance updates to support visibility into opportunities and follow-up needs.

Key Achievements:

 Organized incoming communications related to HELOC programs, helping keep mortgage-related requests and information structured for daily operations.  Maintained client profile accuracy by coordinating with Account Executives to refresh and update records.  Supported Loan Officers and internal teams by providing accurate information or directing inquiries to the appropriate department.  Supported marketing operations through social media scheduling, internal portal postings, and content updates.  Created social posts, webinar assets, and internal graphics in Canva to support marketing and internal communication needs

Key Achievements:

 Researched potential clients across online platforms, databases, and social media to build targeted prospect lists.  Collected and verified prospect contact information, including email addresses and phone numbers, to improve lead data quality.  Managed and updated leads in CRM systems, keeping prospect records organized and accessible for follow-up.  Segmented leads and maintained data accuracy to support more targeted prospecting and outreach

Key Achievements:

Resolved high-volume customer inquiries involving oil deliveries, billing, and service appointments while achieving a 95% first-call resolution rate.  Coordinated HVAC service appointments and oil deliveries, helping align customer requests with dispatch and service operations.  Processed account setups, account updates, and billing payments while maintaining accurate customer records in the CRM.  Coordinated with dispatchers and technicians to address service issues and keep customer requests moving through the operational workflow.  Handled billing and service-related concerns through resolution, supporting continuity between customers, dispatch, and field technicians