Summary
Overview
Work History
Education
Skills
Life/Work Philosophy
Timeline
SoftwareEngineer
Chandra Thomas

Chandra Thomas

CSR/ Dispatcher/ Team Leader
Houston,TX

Summary

Dynamic CSR/Dispatcher/Team Leader with 7 years of experience in optimizing service delivery and scheduling for ARS RESCUE ROOTER. Enhanced technician deployment efficiency by 23% and increased on-time service completion by 18% using ServiceTitan CRM. Seeking a Customer Service Representative role to leverage CRM expertise in improving client satisfaction and operational efficiency.

Overview

7
7
years of professional experience

Work History

CSR/ Dispatcher/ Team Leader

ARS RESCUE ROOTER
04.2021 - 07.2024
  • Company Overview: ARS Rescue Rooter provided advanced excel services in the areas of heating, air conditioning, indoor air quality, and plumbing systems.
  • Handled inbound and outbound customer calls with professionalism, addressing inquiries, scheduling technician appointments, and resolved issues with urgency and care.
  • Managed the scheduling of technician appointments and service calls using ServiceTitan CRM.
  • Coordinated and worked with HVAC/Electrical/Plumbing service technicians to ensure timely and accurate service delivery.
  • Monitored and adjusted dispatch schedules as needed based on customer priorities or unforeseen issues.
  • Enhanced productivity by streamlining technician dispatch workflows using ServiceTitan CRM, increasing on-time service completion rate by 18% over 12 months across 400+ weekly appointments.
  • Enhanced team productivity by streamlining dispatch workflows in ServiceTitan CRM, increasing technician deployment efficiency by 23% over a six-month period while maintaining high service quality standards and promptly adapting resource allocation to fluctuating service demands.

Scheduling Coordinator

INTERIOR LOGIC GROUP
01.2019 - 04.2021
  • Company Overview: Interior Logic Group is the installation services provider of flooring, countertops and cabinets to the single-family housing market.
  • Identified and implemented customer service strategies to enhance the overall customer experience.
  • Scheduled residential and commercial customer’s flooring installation services for 5 – 10 installers throughout the Houston area.
  • Managed installers schedule while accommodating customer’s needs.
  • Communicated with customers via phone and email to schedule installations.
  • Utilized complex scheduling software for routing and workload assignments.
  • Provided exceptional customer service by ensuring seamless interactions and addressing inquiries in a professional manner.
  • Streamlined workflow processes by integrating new scheduling protocols, enhancing efficiency and minimizing installation delays for residential and commercial flooring projects.

Customer Service Representative

HARTE HANKS LLC (FedEx Contracted)
01.2018 - 01.2019
  • Company Overview: Harte Hanks is a global marketing firm that specializes in helping brands win attention, build trust, and earn loyalty.
  • Responded to customer inquiries via phone, email, and chat in a timely and professional manner.
  • Maintained a high standard of accuracy in providing information about FedEx packages.
  • Exhibited empathy towards customers while handling and resolving complaints.
  • Upheld FedEx’s commitment to excellence by consistently delivering top-notch customer service.
  • Resolved complex shipment issues by liaising with internal departments and utilizing FedEx systems, ensuring timely updates and positive outcomes for customers.
  • Facilitated smooth claims processing by guiding customers through FedEx procedures, ensuring issues were addressed swiftly and satisfaction was maintained.

Career Advisor

HOOT CALL LLC
01.2018 - 01.2018
  • Company Overview: Hoot Call is a contact center based in Austin Texas that connects job seekers with a database of over 8 million jobs.
  • Assisted applicants in efficiently completing online job applications, ensuring all necessary information was accurately provided.
  • Focused on guiding and transferring interested candidates to College Advisors for enrollment in college programs.
  • Maintained a confident and knowledgeable demeanor while interacting with callers, instilling trust and building rapport.
  • Demonstrated expertise in navigating online job portals and accurately conveying information to applicants.
  • Utilized strong problem-solving skills to address any challenges or concerns faced by applicants during the application process.
  • Collaborated with College Advisors to ensure a smooth transition for individuals interested in enrolling in college.
  • Managed a high call volume while maintaining a professional and confident tone at all times.
  • Received positive feedback from both applicants and College Advisors for providing exceptional customer service.
  • Presented tailored resume and interview coaching to over 150 clients monthly using strong communication skills via Zoom and phone, resulting in a 30% increase in job placement rates over 12 months.
  • De-escalated complex applicant concerns during high-stress interactions by applying conflict resolution techniques, maintaining a 95% caller retention rate.
  • Championed continuous process enhancements by identifying recurring applicant challenges, collaborating cross-functionally to implement solutions that minimized caller escalations and improved overall user satisfaction.

Education

General Equivalency Diploma - undefined

Lone Star Community College
Tomball, TX

Skills

  • Complaint handling
  • Data entry
  • Staff training
  • Call center operations
  • De-escalation techniques
  • Dispatching
  • Microsoft Outlook
  • ServiceTitan CRM
  • Microsoft Office
  • Microsoft Teams

Life/Work Philosophy

THE ONLY TIME SUCCESS COMES BEFORE WORK IS IN THE DICTIONARY

Timeline

CSR/ Dispatcher/ Team Leader

ARS RESCUE ROOTER
04.2021 - 07.2024

Scheduling Coordinator

INTERIOR LOGIC GROUP
01.2019 - 04.2021

Customer Service Representative

HARTE HANKS LLC (FedEx Contracted)
01.2018 - 01.2019

Career Advisor

HOOT CALL LLC
01.2018 - 01.2018

General Equivalency Diploma - undefined

Lone Star Community College

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Chandra ThomasCSR/ Dispatcher/ Team Leader