Schedule Dispatch Coordinator

MICHELLE MCCLUSKY

Senior Schedule Coordinator and Dispatcher

Atlanta, Georgia 30310, United States • 943-***-**** • *******************@*****.*** Qualifications Summary

Field Service Dispatch & Scheduling leader with 23 years optimizing 24/7 coverage across telecom, building automation, fleet maintenance, and security. Coordinate routing and workload for 70+ technicians supporting 4,000+ locations, improving response times and SLA performance through proactive communication and rapid escalation. Advanced user of Fullbay, Salesforce, SharePoint, Microsoft 365, and Field Connect; strong in KPI reporting, compliance onboarding, and fleet logistics.

EXPERIENCE

United Maintenance – Doraville – Jun 2025 — Nov 2025 Schedule Coordinator, Building Automation & Boiler Division Coordinated scheduling and dispatch for boiler and controls technicians across service calls, preventive maintenance, and emergency repairs—balancing customer commitments, technician availability, and parts readiness.

• Scheduled/confirmed appointments; provided customer updates and resolved conflicts to keep daily routes on track.

• Prioritized incoming and backlog calls by urgency, skill set, and proximity to support timely response.

• Monitored work orders, technician availability, and parts orders; escalated issues to prevent delays.

• Acted as liaison between customers, field technicians, and office teams to ensure accurate communication.

• Managed high-volume inbound calls/emails while supporting daily operational priorities.

• Oversaw fleet coordination (GPS tracking, vehicle cameras, signage, rentals) and processed insurance claims to maintain continuity.

• Administered building access credentials; coordinated pre-employment drug screens/background checks for compliance.

• Reviewed WIP in Fullbay; validated labor/parts/service charges and produced daily productivity/performance reports.

• Audited technician time/documentation to support accurate payroll; collected customer payments (Comcheck, EFS, credit card, T-check).

Mike's Mobile Wrenches – Peachtree Corners – Mar 2025 — Jun 2025 Night Shift Supervisor / Lead Dispatcher

Led night-shift dispatch operations, coordinating technician assignments and resolving escalations to keep service delivery on schedule.

• Triaged and dispatched incoming/backlog calls by urgency, technician skill set, and proximity.

• Provided real-time support to technicians and customers; adjusted schedules to address changes and breakdowns.

• Partnered with managers/technicians to close open work orders and ensure timely job completion.

• Reviewed Fullbay WIP to validate labor, parts, and service charges; flagged discrepancies for correction.

• Prepared daily productivity summaries and performance reporting for leadership review.

• Audited timecards and documentation to support payroll accuracy.

• Processed and recorded customer payments (Comcheck, EFS, credit card, T-check). Johnson Controls – Atlanta – Sept 2024 — Mar 2025

Schedule Dispatch Coordinator (SDC)

Scheduled and dispatched technicians for service, preventive maintenance, and emergency repairs—coordinating customer communication, work orders, and operational follow-through.

• Confirmed appointments and provided service updates; resolved conflicts to protect on-time arrivals.

• Prioritized dispatch queue based on urgency, skill sets, and geographic proximity to improve response times.

• Monitored technician availability, work orders, and parts readiness; escalated blockers to prevent missed SLAs. Page 1

• Handled high-volume calls/emails; served as primary point of contact between customers, field teams, and internal stakeholders.

• Coordinated fleet logistics (tracking, cameras, rentals) and processed insurance claims as needed.

• Supported onboarding compliance (access credentials, drug testing, background checks).

• Reviewed WIP and reporting in Fullbay; validated charges and produced productivity/performance summaries.

• Audited technician time and documentation for payroll accuracy; processed customer payments (Comcheck, EFS, credit card, T-check).

Ericsson – Atlanta – Aug 2022 — Sept 2023

Tower Crew Coordinator

Coordinated tower crew dispatch and project workflows, aligning technicians, vendors, permits, and customer requirements to maintain SLA compliance and on-time delivery.

• Managed service requests and optimized schedules to maximize utilization and improve response times.

• Coordinated crew schedules and monitored daily progress; adjusted plans based on operational changes.

• Managed permitting, inspections, invoicing, and landlord access to keep work compliant and moving.

• Collected and verified lien waivers/COIs and approvals before scheduling work.

• Procured third-party services via SMRT; coordinated parts deliveries and maintained updates in WFM systems.

• Reviewed Close-Out Package (COP) documentation and completed financial reconciliation to confirm deliverables.

• Supported National Dispatch Center operations; tracked KPIs and generated reporting for leadership decisions.

• Provided coaching, training, and performance feedback to dispatch personnel; led internal process/system improvement initiatives.

• Coordinated operations for multi-market technician coverage (including large site portfolios) to maintain SLA performance.

Ericsson – Atlanta – May 2010 — Aug 2022

Dispatcher Specialist I-IV

Managed high-volume dispatch operations and field-service coordination, partnering with technicians, customers, and cross-functional teams to meet SLAs across large portfolios.

• Triaged and dispatched service requests; optimized routes and workloads to improve utilization and response times.

• Monitored KPIs and adjusted schedules for outages, priority changes, and resource constraints.

• Coordinated permitting/inspections, invoicing, and landlord access to ensure compliant execution.

• Managed lift/crane ticket intake supporting Class IV rigging; coordinated logistics and vendor support.

• Tracked parts and third party services; maintained accurate updates in workforce management systems.

• Reviewed COP documentation and completed close out/financial reconciliation for accurate billing and deliverables.

• Produced operational metrics and dashboards for leadership decision making.

• Provided coaching, training, and performance feedback to dispatch staff.

• Led system enhancements and process improvement projects to streamline workflows.

• Communicated proactively with customers and technicians to resolve service issues and protect SLAs.

• Updated work orders and service documentation with high data accuracy for reporting. Ericsson / Sprint – Atlanta – Apr 2000 — May 2010

Network Operations Technician

Provided network operations and service activation support for voice/data circuits, coordinating testing, turn-ups, and troubleshooting to ensure reliable delivery.

• Installed, tested, and accepted voice/data services (IP, MPLS, Frame Relay, DS1/E1); coordinated with carriers for successful activations.

• Performed circuit testing and acceptance; documented results and ensured service met requirements prior to close-out.

• Completed local and international DAC mapping using Tellabs, Alcatel, DNX-11, and K2 Metro Director platforms.

• Provided technical support for government and international customers during installs, upgrades, and service restorations.

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EDUCATION

Massage Therapy Program, Aug 2024

Georgia Career Institute, Conyers

Administration, Jun 2000

United States Army Reserve

Bachelor of Arts, Jan 1998

The Pennsylvania State University, State College

Key Highlights

Operations & Coverage

• 23 years leading dispatch, scheduling, and field service coordination across telecom, building automation, fleet maintenance, and security.

• Orchestrated 24/7 coverage for 70+ technicians across 4,000+ locations; improved on time arrivals and SLA adherence through proactive routing and rapid escalation.

• Optimized queues by urgency, skill set, and proximity while strengthening communication between customers, field technicians, and office teams.

• Transitioned Network Operations (wireline) to India and National Coordinator Dispatch Center to Mexico; trained/onboarded teams and served as SME.

Tools

• Fullbay (WIP, billing validation, reporting), Salesforce, SharePoint, Microsoft 365, Field Connect. Page 3

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