Michaele Hicks
Attleboro,MA
Summary
Dedicated service professional with a robust background in coordinating and managing service operations, recognized for driving efficiency and enhancing customer experiences while fostering a collaborative team environment. Over 10 years of experience in customer service, healthcare, and sales, alongside more than 5 years in project management and asset oversight, demonstrates a proven track record of delivering results in both operational and client-facing roles. Expertise in supporting C-suite executives through effective calendar management, communication, and high-level administrative tasks underscores a commitment to excellence. Organized and proactive, consistently dedicated to providing efficient, high-quality service across all areas of responsibility.
Overview
14
14
years of professional experience
Work History
Service Coordinator- HVAC & Fire Sprinkler
E.M Duggan
09.2023 - 07.2025
- Served as the primary liaison between customers and field technicians to ensure effective communication and timely service delivery
- Managed daily scheduling, dispatching, and return visits while coordinating quoted jobs, parts logistics, and technician availability (including after-hours/on-call)
- Collaborated with the permits coordinator to secure necessary project permits and supported warehouse operations by assigning materials and coordinating driver deliveries
- Assisted billing coordinator with end-of-month invoicing; created customer profiles, processed payments, and answered service-related calls
Customer Scheduling Lead
Boston Standard Plumbing
11.2021 - 08.2023
- Managed daily scheduling for multiple technicians, coordinating service appointments and proactively reviewing upcoming schedules to ensure efficiency and avoid conflicts
- Responded to all inbound scheduling inquiries within the same business day, keeping both technicians and customers informed with real-time updates
- Collaborated closely with the Customer Success Manager, General Manager, service leadership, and dispatch teams to support smooth operations and seamless service delivery
- Handled customer inquiries and concerns with professionalism, escalating issues when necessary and taking ownership to ensure timely resolution
Assistant Project Manager
North Hill
06.2017 - 10.2021
- Provided high-level executive assistance to the Director of Facilities and C-suite executives, supporting strategic planning, reporting, and operational coordination
- Supervised a team of 20+ staff responsible for maintaining 400+ apartment units and 35,000+ sq. ft. of property, ensuring efficient day-to-day operations
- Oversaw renovations, unit turnovers, and major system repairs (HVAC, plumbing, electrical, roofing), ensuring timely, high-quality completion aligned with executive goals
- Managed work orders, conducted inspections, and coordinated subcontractors
- Collaborated closely with leadership on budgeting, financial reporting, and capital project planning
Behavioral Health Therapist
Behavioral Health Works, Inc
02.2017 - 03.2018
- Provided individual and group therapy to clients, fostering personal growth and emotional stability.
- Developed and implemented treatment plans tailored to client needs, enhancing therapeutic outcomes.
- Conducted comprehensive assessments to evaluate mental health conditions and establish effective interventions.
- Collaborated with interdisciplinary teams to ensure holistic care and coordinate support services.
Data Repair Analyst
Granite Telecommunications LLC
04.2015 - 03.2017
- Remotely troubleshot issues on problem calls from Granite customers and field technicians
- Professionally and accurately handled customer requests including technical and non-technical inquiries
- Answered routine questions regarding service installation, product features, outages and component-level problems
- Followed up with customers and internal departments to confirm that issues have been resolved in a timely manner that is satisfactory to the customer
- Recognized for completing the most service calls and the highest number of commits
Health Benefits Advisor
MassHealth
10.2011 - 03.2012
- Guided clients in selecting optimal health benefit plans tailored to individual needs.
- Analyzed client data to ensure compliance with regulatory requirements and eligibility criteria.
- Developed and delivered informative presentations on health benefits and coverage options.
- Collaborated with insurance providers to streamline enrollment processes and resolve issues.
Education
Bachelor of Science - Applied Forensic Science
Mount Ida College
Newton, MA05-2010
Skills
- Proficient in team management
- Effective conflict resolution
- Concise written communication
- Responsive to new challenges
- Data & Analysis Collection
- Operational efficiency oversight
- Asset & Inventory Administration
- Experienced with MS Office and project management tools
- Client advocacy
Timeline
Service Coordinator- HVAC & Fire Sprinkler
E.M Duggan
09.2023 - 07.2025
Customer Scheduling Lead
Boston Standard Plumbing
11.2021 - 08.2023
Assistant Project Manager
North Hill
06.2017 - 10.2021
Behavioral Health Therapist
Behavioral Health Works, Inc
02.2017 - 03.2018
Data Repair Analyst
Granite Telecommunications LLC
04.2015 - 03.2017
Health Benefits Advisor
MassHealth
10.2011 - 03.2012
Bachelor of Science - Applied Forensic Science
Mount Ida College
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