Anna Thibodeaux
Baton Rouge,LA
Summary
Dynamic professional with over 7 years of experience in customer service, scheduling, and CRM management. Proven expertise in coordinating appointments, managing high volume communications, and effectively using Housecall Pro and FieldPulse. Skilled in follow-up, lead tracking, and ensuring seamless transitions from inquiry to appointment setting in fast-paved environments.
Overview
9
9
years of professional experience
Work History
Service Dispatcher/ Administrative Coordinator
GSE Integrated
10.2023 - Current
- Served as the primary service receptionist ad dispatch authority, managing all inbound service calls and controlling call flow from intake through resolution
- Conducted detailed call triage, gathering required information to determine troubleshooting, estimates, dispatch or escalation
- Applied company service guidelines to evaluate urgency, availability, and service type before scheduling technicians
- Explained dispatch fees, diagnostic charges, after-hours/weekend/holiday pricing, and customer expectations clearly and professionally
- Scheduled and dispatched technicians based on service windows, urgency, technician availability, and job scope
- Coordinated directly with technicians to relay job details, updates, and completion timelines
- Maintained accurate customer records, service notes, pricing, and outcomes in the CRM (FieldPulse), including non-booked calls
- Entered and maintained job orders and material requirements on the job order board; monitored material status and scheduled jobs upon material arrival
- Processed credit card payments, ensured daily billing accuracy, and followed up on estimates and outstanding invoices.
- Managed PCM memberships including renewals and scheduling of annual safety inspections and recurring monthly service visits; provided after-hours dispatch and generator department backup support.
- Supported estimating and return-visits workflows through proper scheduling and follow up
- Provided administrative and operations support while working effectively in a hybrid remote/in-office environment
Sales Support
Robert Half
09.2022 - 08.2023
- Supported a team of five Inside Sales Specialists with quoting, documentation, and daily sales operations.
- Managed customer records and entered new sales opportunities using Salesforce (CRM).
- Routed inbound sales leads to appropriate sales personnel.
- Generated quotes and organized supporting sales documentation.
- Maintained organized digital and physical filing systems.
- Assisted with administrative and data-entry tasks as needed.
- Robert Half (Contract Assignment)
- September 2022 - September 2023
Administrative Office Assistant
Star Service
08.2016 - 06.2022
- Managed filing and records for contracts, service tickets, and job documentation.
- Assisted Controller and Billing with vendor invoice entry and administrative support.
- Created and maintained an organized document retrieval and digitization system.
- Ensured record accuracy, protection, and compliance with retention policies.
- Provided backup reception and administrative support to office staff and technicians.
- Handled scanning, copying, mail distribution, and special projects.
Education
Upper secondary education -
Skills
- Dispatch & Scheduling coordination,
- Customer Service & De-escalation,
- Emergency, After-Hours & Weekend Call Handling
- Service Documentation & Record Management
- Time Management & Multitasking
- Hybrid Remote & In-Office Work Experience
- CRM Documentation & Data accuracy (FieldPulse)
- Problem-solving abilities
- Multitasking
- Attention to detail
- Detail-oriented
Languages
English
Timeline
Service Dispatcher/ Administrative Coordinator
GSE Integrated
10.2023 - Current
Sales Support
Robert Half
09.2022 - 08.2023
Administrative Office Assistant
Star Service
08.2016 - 06.2022