Suann Underwood
Eagle
Summary
Results-driven dispatcher with expertise in real-time tracking, scheduling management, and customer support. Proven ability to optimize service coordination and enhance client satisfaction.
Overview
38
38
years of professional experience
Work History
Dispatcher HVAC service
Action Plumbing, Heating & Air Conditioning
Lincoln
04.2021 - Current
- Coordinated service calls between technicians and customers.
- Managed scheduling for plumbing and HVAC service appointments.
- Monitored real-time job progress and updated clients accordingly.
- Utilized dispatch software to track technician locations and availability.
- Provided customer support by resolving inquiries and concerns efficiently.
- Maintained accurate records of service requests and technician assignments.
- Collaborated with team members to optimize daily operations and workflow.
- Trained new dispatchers on processes and system usage effectively.
- Assigned drivers to appropriate routes based on customer needs.
- Resolved customer complaints related to service issues or delays.
- Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
- Tracked vehicles using GPS technology and provided real-time status updates as needed.
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Coordinated with other dispatchers to ensure efficient delivery schedules were met.
- Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements, and service needs.
Insurance Coordinator/front desk
Rallis Orthodontics
Lincoln
03.2020 - 04.2021
- Managed patient insurance claims and verification processes efficiently.
- Coordinated communication between patients, providers, and insurance companies effectively.
- Ensured accurate documentation of insurance information in patient records.
- Assisted patients in understanding their insurance benefits and coverage options.
- Validated insurance and advised patients of benefits and coverage.
- Performed customer service duties such as answering inquiries, providing information and resolving customer complaints.
- Participated in meetings with senior management to discuss current projects and develop action plans for implementation.
Sr. Medical Claims Associate
NRECA
Lincoln
04.1997 - 01.2020
- Reviewed medical claims for accuracy and compliance with company policies.
- Processed claims using advanced software systems to ensure timely payments.
- Maintained detailed records of claims and correspondence for auditing purposes.
- Monitored emails from customers requesting updates on their pending claims status.
- Ensured compliance with HIPAA regulations pertaining to the secure storage and transmission of confidential patient information.
- Maintained up-to-date knowledge of relevant regulations and changes in the healthcare industry.
international and domestic customer service
vickers Incorperated
Omaha
07.1988 - 04.1997
- Completed day-to-day duties accurately and efficiently.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
Education
Associate of Applied Science - Manufacturing Engineering
Southeast Community College
Milford, NE06-1988
Skills
- Dispatch software and real-time tracking
- Route optimization and scheduling
- Inventory management
- Service coordination
- Customer support
Timeline
Dispatcher HVAC service
Action Plumbing, Heating & Air Conditioning
04.2021 - Current
Insurance Coordinator/front desk
Rallis Orthodontics
03.2020 - 04.2021
Sr. Medical Claims Associate
NRECA
04.1997 - 01.2020
international and domestic customer service
vickers Incorperated
07.1988 - 04.1997
Associate of Applied Science - Manufacturing Engineering
Southeast Community College