Liss Andrade

Commercial Service Manager @White Mechanical, Inc. Air Conditioning & Heating

Utilize knowledge in HVAC industry for innovative management techniques through peer sharing and self-study• Performance management and developing people, with a dedication towards on the job training and a clear focus on colleague development• Coach and train field technicians, leadership team and CSRs on HVAC technologies and applications• Utilize account management process to identify key customers and to develop specific action plans to grow identified accounts• Provide monthly performance feedback to CSR’s in order to address performance gaps and manage performance improvement• Through strategic management and measurement of team performance, develop, plan and execute departmental improvements while simplifying processes• Work with managers and supervisors to provide a work environment and culture that promotes customer service, staff development and achievement• Manage the operational activities of the contact center including quality service, workflow, work force optimization, and cost management• Maintain CSR team’s call quality standards, providing feedback and developing performance development plans• Provide oversight and technical direction for order management, inquiry management, and invoice management activities• Collaborate with leadership team in developing ideas for work simplification, cost reduction, process improvement methods (bullet proofing), scheduling and labor hour planning