SARA MUHAMMAD

*Authored and updated a bilingual English/Russian Operator Handbook standardizing SOPs for phone scripts, scheduling rules, and fee structures.


*Onboarded and trained new office personnel on customer service standards, operational workflows, and CRM software.

Managed daily service scheduling and real-time route optimization for field team to accommodate emergency requests and minimize turnaround times.


*Achieved a 93% inbound-to-booking conversion rate and maintained a 97% customer satisfaction rating through proactive client management.


*Processed daily invoicing, collected payments, and managed bookkeeping via Wave while auditing field team invoices for billing accuracy.

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Tracked operational metrics, including field team performance, compliance documentation, and customer acquisition costs across Google and Thumbtack.

- Generated appliance repair sales by converting inbound and outbound customer inquiries into booked service appointments.
- Educated customers on repair options, service fees, and pricing while addressing objections to increase booking conversions.
- Followed up with potential customers and unsold estimates to maximize sales opportunities and close more repair jobs.
- Scheduled and confirmed service appointments while optimizing technicians' daily routes and availability.
- Coordinated technician dispatch to ensure efficient scheduling and excellent customer service.
- Maintained accurate customer records, tracked job progress, and monitored payments using CRM systems and spreadsheets.
- Managed the company email inbox, responded promptly to customer inquiries, and provided professional after-sales support.

• Used HouseCall Pro CRM to schedule service appointments, assign technicians, and maintain accurate client and appliance records.
  
  Handled incoming phone calls and responded to inquiries via Yelp, converting leads into scheduled service calls.
  
  Dispatched technicians based on availability, location, and job priority, ensuring efficient route planning and minimal service delays.
  
  Collected and organized all necessary client and appliance information to prepare technicians for successful on-site visits.
  
  Provided real-time updates and support to both clients and technicians, ensuring smooth coordination and customer satisfaction.
  
  Sent follow-up messages to confirm appointments, gather feedback, and issue invoices or payment reminders as needed.
  
  Assisted in managing parts orders, rescheduling visits, and updating job statuses within the CRM system..

• Managed over 50 customer interactions weekly via phone, email, and CRM, addressing inquiries and service requests efficiently.
• Coordinated schedules for 10+ technicians, ensuring prompt service delivery and minimizing appointment conflicts.
• Sent structured billing reminders and followed up on late payments, successfully recovering overdue balances.
• Dispatched detailed job information to technicians, improving service accuracy and reducing site errors.
• Handled complaints and escalations with empathy and professionalism, maintaining high customer retention.
• Maintained accurate documentation of over 1,000 customer profiles, service details, and job histories.
• Used Service Titan to update customer records, create service tickets, and manage dispatch logistics.

• - Managed incoming customer calls, texts, and emails regarding appliance repair service requests, scheduling appointments, rescheduling visits, and handling cancellations.
  
  -Guided customers through service fees, diagnostic charges, and payment procedures to prevent appointment delays or service interruptions.
  
  -Generated secure payment links for service calls and deposits, verified successful transactions, and followed up with customers regarding unpaid invoices.
  
  -Assisted priority and property management clients with tailored scheduling and service coordination to ensure efficient and professional service delivery.
  
  -Maintained accurate customer records, appliance details, and service history in CRM systems to support technicians and improve follow-up service.
  
  -Resolved customer concerns and de-escalated service issues while protecting company reputation and maintaining a high level of customer satisfaction.