Summary
Overview
Work History
Education
Skills
Timeline
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Melissa Thomas

Coatesville,PA

Summary

A highly organized and results-driven professional with extensive experience in dispatch management, customer service, and operational efficiency. Proven ability to optimize technician scheduling, improve first-time fix rates, and increase customer satisfaction while maintaining cost-effective operations. Adept at utilizing various software systems to streamline processes, ensure accurate job assignments, and deliver exceptional service across multiple states.

Overview

26
26
years of professional experience

Work History

Seasoned Dispatcher

HomeServe
Exton, PA
11.2008 - 10.2024
  • Dispatch service and installation technicians for residential and commercial projects across multiple counties in six states (PA, NJ, NY, RI, MA, CO). Coordinate and prioritize work orders, ensuring efficient scheduling based on urgency and resource availability. Collaborate with the Parts Department to confirm inventory for scheduled jobs. Provide support to weekend customer service staff and dispatchers, working closely with the on-call duty manager. Assist HVAC and plumbing technicians with service-related inquiries, including repair history, service contracts, and billing. Process customer payments via the electronic credit card system. Manage future work orders based on customer location, scheduling preferences, and technician availability. Resolve customer issues with professionalism, ensuring both customer satisfaction and company efficiency.
  • As the Lead Trainer in 2018 and 2019, I handled escalated customer calls to ensure timely and effective resolution. Monitored recorded calls, providing employees with performance feedback and coaching. Supported field and office personnel with troubleshooting and operational needs. Mentored and trained employees on improvement strategies to enhance efficiency and service quality.
  • As a Customer Service Representative from 2008 to 2018, handled a high volume of incoming calls in a team-oriented call center, assisting customers with HVAC and plumbing repairs, removals, and installations. Maintained updated records of customer equipment and inquiries in the software system. Provided timely and effective resolutions for a wide range of customer issues. Assisted customers with purchasing new HVAC and plumbing equipment and sold residential and commercial service policies for equipment breakdowns and maintenance. Managed policy changes and addressed customer complaints to prevent escalations. Completed ongoing training to stay up to date on products, services, and company policies.

Customer Service Representative

American Computer Estimatin
West Chester, PA
07.2005 - 02.2008
  • Provides general administrative support to the auditing department and insurance adjusters. Files and processes insurance claims within a structured filing system, ensuring accuracy and efficiency. Assists in resolving customer issues related to claims. Supports the training of new employees to enhance team effectiveness and compliance with company policies.
  • Developed strong relationships with customers by providing personalized assistance and support.

Medical Billing

Medata
West Chester, PA
03.2002 - 08.2003
  • Adjusted medical bills and updated claimant, payee, and provider information in the Royal Class, Claws, and Medata systems. Answered incoming calls, providing information and clearance for reimbursement checks. Researched and resolved discrepancies, ensuring accurate processing. Explained company policies and procedures to clients, ensuring clarity and understanding.

Data Entry

Beckett & Lee LLP
West Chester, PA
06.1998 - 10.2001
  • Processed bankruptcy claims for Chapter 7, 11, and 13, working directly with banks such as MBNA, First Union, and Discover to manage claims for both business and individual claimants. Maintained and updated files and accounts on spreadsheets to ensure accurate records. Provided refund information and managed reimbursement checks issued to clients, ensuring timely and accurate processing.

Education

High School Diploma -

Coatesville Senior High School
Coatesville, PA
06-1997

Skills

Operational Efficiency

  • Reduced average response time by 85%, improving service efficiency
  • Managed dispatch for multiple technicians daily, ensuring timely service
  • Coordinated an average of 150 to 200 service calls per day
  • Improved first-time fix rate by 98% by optimizing technician assignments, adjusting jobs based on skill sets, and ensuring efficient routing
  • Moving jobs according to technician skill set Moving jobs as they come in throughout the day for best routing time

Customer Service & Satisfaction

  • Increased customer satisfaction, as measured by CSAT/NPS surveys
  • Resolved all of customer scheduling issues within the same day
  • Returned all customer calls by the end of each shift, maintaining a response time of 2-3 minutes per inquiry
  • Maintained an average response time of 2-3 minutes per customer inquiry

Cost Savings & Revenue Impact

  • Reduced overtime costs through optimized scheduling
  • Improved technician productivity by 90%, reducing idle time
  • Saved the company money annually by optimizing routing and scheduling
  • Increased revenue by ensuring higher job completion rates

Software & System Utilization:

  • Implemented a new dispatch system, reducing scheduling errors by 90%
  • Trained 30 new dispatchers in CRM and scheduling software
  • Maintained 98% accuracy in job scheduling and technician assignments
  • Handled 70-80 calls daily from both internal and external customer service, supporting all 6 depot managers and office coordinators across 6 states
  • Operated data using multiple software programs

Software Proficiencies:

  • VMS
  • Click
  • Salesforce
  • Wennsoft
  • Microsoft Teams
  • Word
  • Excel
  • Outlook

Others:

  • Call monitoring
  • Scheduling coordination
  • Work order management
  • Issue resolution
  • Technical troubleshooting
  • Performance coaching
  • Team collaboration
  • Communication skills
  • Adaptability
  • Multitasking
  • Updating logs
  • Service planning

Timeline

Seasoned Dispatcher

HomeServe
11.2008 - 10.2024

Customer Service Representative

American Computer Estimatin
07.2005 - 02.2008

Medical Billing

Medata
03.2002 - 08.2003

Data Entry

Beckett & Lee LLP
06.1998 - 10.2001

High School Diploma -

Coatesville Senior High School

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Melissa Thomas