Misti Beck
Arlington
Summary
Driven and detail-oriented billing, collections, and invoicing specialist with over 13 years of experience in managing dispatch operations across diverse industries with a strong track record of optimizing workflows and resolving discrepancies. Demonstrated ability to foster positive client relationships while ensuring compliance with company policies and industry regulations. Known for a high level of organization, communication skills, and a commitment to delivering exceptional services. Passionate Senior Supervisor trained to handle issues and remain calm and professional in stressful situations. Disciplined and personable while coaching employees. Looking to join an organization in the role of professional.
Overview
14
14
years of professional experience
Work History
National Dispatch Senior Supervisor
Hufsey Home Services
Fort Worth
05.2025 - 12.2025
- Supervise dispatch operations across 5 branches, ensuring timely and efficient routing for HVAC, plumbing, and electrical technicians.
- Create and manage daily technician schedules, optimizing route efficiency and minimizing downtime.
- Coordinate permits, parts purchasing, and equipment procurement to support field operations.
- Schedule duct cleanings and communicate with customers regarding visit updates, delays, and service expectations.
- Serve as escalation point for field operations, customer concerns, and schedule conflicts.
- Collaborate with CSR teams and management to maintain high service standards and workflow accuracy.
- Monitor the dispatch board continuously to resolve issues, assign priority calls, and support lead flips and return trips.
- Train and mentor new dispatchers to ensure consistent performance and operational excellence.
- Facilitated communication between management and field staff for operational clarity.
- Developed monthly reports detailing progress towards project goals.
Customer Care Specialist
Tom's Mechanical Inc.
Pantego
09.2022 - 05.2025
- Developed key skills in customer service, team leadership, and project management.
- Responsibilities included desktop administration, dispatching, permit processing, and utilizing platforms like Service Titan and SuccessWare to enhance service delivery and customer satisfaction.
- Resolved customer complaints through effective communication and problem-solving techniques.
- Documented customer interactions in the CRM system for accurate record-keeping.
- Managed scheduling of service appointments to optimize technician availability and efficiency.
- Trained new staff on customer service protocols and company policies for consistency.
Dispatcher/Collections Manager
J Rowe Plumbing LLC.
Arlington
09.2018 - 09.2022
- Coordinated schedules for multiple technicians, ensuring optimal coverage during peak hours.
- Planned and coordinated inspections schedules for 600+ customers for annual inspections.
- Monthly invoices for customers from residential to commercial accounts.
- Parts inventory, and organized materials and supplies to support field technicians.
- Resolve customer inquiries efficiently, enhancing satisfaction and loyalty.
- Achieved high customer retention through effective communication.
- Utilize CRM tools to track and improve service delivery.
- Address complex issues with strategic solutions.
- Contribute to team success with proactive support.
- Lead customer satisfaction initiatives through personalized care solutions, resolve complex inquiries, and maintain strong client relationships while driving service excellence.
- Streamline customer communication channels, implement efficient response protocols, and deliver comprehensive solutions to enhance overall service quality.
- Coordinate service schedules, resolving issues efficiently for customer satisfaction.
- Facilitate communication between departments, ensuring seamless operations.
- Manage permits and inspections, enhancing project compliance and timelines.
- Utilize Service Titan for streamlined service management and data tracking.
- Directly report to managers, contributing to strategic planning and execution.
- Streamlined scheduling operations for service, commercial, and remodel departments while managing customer communications and permit coordination through Service Titan platform.
- Orchestrated complex multi-department scheduling while handling permit acquisitions, line locates, and inspection coordination across multiple city jurisdictions.
- Facilitated seamless communication between customers, field teams, and department managers while resolving service issues and coordinating part-ordered appointments.
- Implemented systematic approach to service scheduling and customer inquiry management, ensuring efficient resource allocation and timely project completion.
- Maintained strong customer relationships through proactive communication and swift resolution of service concerns while coordinating with multiple departments.
Dispatcher/Customer Service
Benjamin Franklin Plumbing
Mansfield
02.2012 - 09.2018
- Supervise dispatch operations across 5 branches in DFW, AZ & LV, ensuring timely and efficient routing for HVAC, Plumbing, and Electrical technicians.
- Create and manage daily technician schedules, optimizing route efficiency and minimizing downtime.
- Coordinate permits, parts purchasing, and equipment procurement to support field operations.
- Schedule duct cleanings, part go backs and communicate with customers regarding visit updates, delays, and service expectations.
- Serve as escalation point for field operations, customer concerns, and schedule conflicts.
- Collaborate with CSR teams and management to maintain high service standards and workflow accuracy.
- Monitor the dispatch board continuously to resolve issues, assign priority calls, and support lead flips and return trips.
- Train and mentor new dispatchers to ensure consistent performance and operational excellence.
Education
HS Diploma -
Summit High School
Mansfield, TX05.2005
Skills
- Customer Service
- Desktop Administration
- Dispatching
- Permit Processing
- Scheduling
- Service Titan
- Success ware
- Team Leadership
- Sales Strategy
- Data Analysis
- Project Management
- Time Management
- MS Word
- MS Excel
- MS PowerPoint
- MS Teams
- MS Outlook
References
Upon Request
Timeline
National Dispatch Senior Supervisor
Hufsey Home Services
05.2025 - 12.2025
Customer Care Specialist
Tom's Mechanical Inc.
09.2022 - 05.2025
Dispatcher/Collections Manager
J Rowe Plumbing LLC.
09.2018 - 09.2022
Dispatcher/Customer Service
Benjamin Franklin Plumbing
02.2012 - 09.2018
HS Diploma -
Summit High School