Customer Service & Dispatch Administrative Professional

Jennifer Cole

Scheduling & Dispatch/Customer Care/Administrative Professional

Houston, TX 77064 +1-979-***-**** *****.***@*****.*** Professional Summary

With an extensive background in customer service and dispatch across diverse industries, I excel in high-volume, fast-paced environments. I have been consistently trusted with sensitive customer data, including financial records and Social Security numbers. Skilled in streamlining operational workflows. I help drive business by maintaining rigorous standards of organizational efficiency and adaptability. I am dedicated to delivering prompt, meticulous service and building strong client rapport to resolve complex inquiries swiftly and accurately. Known for integrity and strict confidentiality, I also bring comprehensive administrative experience in AP/AR, payroll processing, invoice entry, and three-way PO matching, seamlessly cross-referencing financial records.. I am familiar with Microsoft suite, Google suite, Service Channel, Service Titan, Quickbooks and Service Fusion.

Work Experience

Dispatcher / Customer Service Representative

LBR Mechanical Humble, TX March 2025 to April 2026 Hired as a back up dispatcher and customer service representative to assist with:

● Managed daily office operations as a customer service representative and backup dispatcher.

● Reorganized the filing system to better accommodate new client accounts and preventative maintenance schedules.

● In August 2025, assumed QuickBooks responsibilities for processing customer and vendor invoices and purchase orders.

● Reconciled these against schedules and records in Service Fusion to balance income and expenditures.

● Conducted a comprehensive audit across all vendors to verify entries, confirm costs, and guarantee accurate, compliant payment processing.

Customer Service Representative / Backup Dispatcher Belknap Plumbing Systems Houston, TX March 2024 to February 2025 Served as a backup dispatcher and customer service representative with key responsibilities including:

• Managed inbound and outbound communications with customers, vendors, and municipal offices.

• Utilized Service Titan to manage the dispatch board, scheduling new and returning clients based on technician availability, expertise, and location; issued job invoices and transmitted estimates and billing statements.

• Collaborated with estimators to schedule approved projects efficiently, coordinating across internal teams and external parties—including clients, property managers, permitting authorities, and excavation and site restoration crews.

• Coordinated seamlessly with customers and service technicians to schedule plumbing repairs and installations in a fast- paced environment.

• Served as primary liaison for permit acquisition and site inspections, collaborating with project managers and municipal/ county agencies to ensure strict regulatory compliance and resolve scheduling or inspection issues promptly.

• Standardized and updated standard operating procedures for the role, including filing Systems.

CSR/Scheduler

MR Chill Heating & AC Tomball, TX March 2023 to March 2024 Responsibilities included:

• Answered heavy call volume.

• Scheduled work orders via phone and heavy incoming email for both commercial and residential customers within established criteria.

• Helped clients with installs and service requests for largest Mobile home centric install companyin TX.

• Registered equipment for customers in accordance with Warranty requirements.

• Accommodated various mobile home sales lots and mobile home parks needs with regard to installs and service and warranty issues.

• Created spreadsheets for tracking purposes during high peak times and when equipment was back ordered. Customer Care Specialist / Scheduling and Dispatch Advantage Pro Services Houston, TX January 2019 to March 2023 Responsible for all day to day tasks in the Customer Care department, up to and including the following:

• Answered all incoming calls and either assisted the customer (most common) to transferring to the right department. Assisting customers could include customer scheduling, customer complaints, scheduling specialists to give estimate and all other incoming questions

• Responsible for daily scheduling of upcoming truck routes - included daily outgoing calls to Maintenance Plan customers to schedule their maintenance services.

• Maximized routes for efficiency using software and knowledge of Houston and surrounding areas

• Routed up to 12 trucks daily depending on availability and based on amount of appointments scheduled or needing to be scheduled

• Aided sales people with scheduling of their customers services and location calls for possible sales.

• Communicated with crew supervisors in the field based on daily needs and changes to schedules or issues.

• Responded to all emails associated with customer care relating to scheduling and any customer or sales persons needs.

• Processed all work orders for the previous day to make sure all information sent up to accounting for payment and payroll was accurate and complete.

• Only customer care rep for the majority of my time here - 2nd representative was hired and I participated in her training.For this training I wrote all procedures for my position in detail to be used for reference and training.

•Rescheded all appts from previous days based on schedule and customer needs.

• Worked in tandem with management and various departments to improve accuracy and efficiency of routing and scheduling.

• Trusted to work independently and with sensitive customer and company information.

• Received a total raise of $3 per hour over my time at the company. Dispatcher

Dupure/Balance Energy Houston, TX October 2016 to January 2019 Responsibilities included:

• Handled routing and monitoring of drivers and regions for efficiency and completion of all appts daily.

• Worked with builder scheduling to monitor techs for overbooking and rescheduling of builder appointments.

• Assisted with scheduling of daily emergency calls by determining if there was an appropriate tech near with time to complete appointment.

• Managed monthly bottled water deliveries to Taylor Morrison model homes.

• Rescheduled all incoming appts needing new dates on appropriate dates or in conjunction with customer requests.

• Worked with territory service managers in Southern California, Las Vegas, NV, Phoenix and Tucson, AZ, San Antonio, Austin, Dallas/Ft Worth metro area and Houston, TX metro areas.

• Offered new ideas to assist with new procedures to increase efficiency and maximise potential profits.t

• Utilized many software programs including Google Drive, ACT database, Nextraq web based dispatch program and WaterTight program.

• Strategized with managers on ways to implement new strategies both in the office and in the field to increase performance.

• Regularly took on new responsibilities and roles to assist in the smooth operation of office productivity.

• Assisted various departments with projects as assigned as well as, taking on projects on my own to make procedures more efficient and provide better, cohesive and more accurate information to other departments.a

• Maintained and updated online zip code database to provide scheduling and customers to know technician and area representative information. Also provided day of week scheduling information. Administrative Assistant

Jones Road Tree Service Houston, TX January 2016 to April 2016 Duties included:

● Managed all scheduling for 3 crews and for the Estimator on a daily basis.

● Answered multi line phone system and handled all customer service via phone and email.

● Kept track of all ongoing jobs so that they were completed on time and in an efficient manner.

● Handled all billing - including Accounts Receivable and Accounts Payable and payroll.

● Worked with the owner's wife to keep track of and follow up with past due invoices to recover payment from customers.

● Completed a work load larger than originally assigned upon hiring.

● Helped as much as I was allowed to make things in a very small office run much more smoothly. I continued to expand my knowledge of customer service and logistics.

● Trained incoming office manager and additional administrative assistant on the software and procedures used.

● Rewrote procedures to make things more efficient and smooth. Continually made changes to procedure as needed to make information sharing easier and more accurate.

● Revamped and completed an accurate web based search page and filled it with zip codes from all territories and accurate information pertaining to scheduling and customer contact. CSR/Load Planner/Dispatcher

Beeline Delivery Houston, TX July 2014 to October 2015 Assigned duties included:

● Initially responsible for processing incoming paperwork from drivers - reviewing, scanning and attaching to correct load in Prophesy dispatch program so that loads could be billed.

● Was promoted to CSR and continued to handle paperwork and was given a raise.

● In December of 2014 I was given the responsibility of Load Planning for the group of drivers based out of San Antonio.

● I handled this group and all the CSR for the customer freight for this group of customers and drivers - including finding loads for the drivers if they did not have a return load.

● Planned the loads for each driver daily and monitored all drivers and loads.

● Taught myself with some guidance how to handle all the logistics for my assigned customers and drivers.

● Learned an immense amount about logistics and freight in an industry new to me. I gained new knowledge every single day and improved my skills regularly.

Office Manager/Executive Assistant/Board Secretary/Acting CEO Magic Lock Houston, TX November 2008 to April 2012 Took ownership of:

Dispatcher / Office Manager / Executive Assistant / Board Secretary

● Repeatedly promoted during tenure with company by successfully transitioning from work-at-home dispatcher to Office Manager/Executive Assistant when company reorganized to a corporation culminating in responsibilities requiring coordination of all office functions and supervising a team of seven or more team members.

● Developed efficiency-enhancing workflow/process improvements to accommodate increasing responsibilities necessitated by staff reductions.

● Prepared weekly payroll numbers for timely processing. Process and approve all Accounts Payables and Receivables.

● Responsible for all incoming calls and scheduling.

● Voted onto Board of Magic Lock, Inc. in June 2011 - voted into position of Board Secretary in Aug 2011.

● Handled all cash and bank deposits.

Receptionist/Office Manager

Statewide Contracting Freeport, TX July 2007 to September 2008 Responsible for:

● Executed Day to Day operations for a Texas swimming pool subcontractor.

● Kept track of purchases for the office as well as inventory on each teams vehicle.

● Dispatched for large areas of Texas, including, San Antonio metro area, DFW metroplex, I-35 corridor between San Antonio and DFW, Houston and Austin area.

● Handled a busy phone system, functioned as primary liaison to customers and employees.

● Responsible for all A/P and A/R functions.

● Scheduled work crews based on client needs.

● Processed weekly payroll.

● Successfully closed direct sales and repeat business with individual homeowners.

● Quickly became a trusted assistant to the company president, executive staff and office manager and earned a reputation for maintaining a positive attitude and producing high-quality work. Education

Diploma

Western High School Las Vegas, NV

January 1988 to December 1988

Upper secondary education - Some college

Skills

● Databases

● Office and Correspondence management

● Order entry

● Expense management

● Account reconciliation

● Maintaining an organized workspace

● Research

● CRM system proficiency and Productivity

software

● Driver behavior monitoring and Fleet safety

management

● Travel, meeting and event scheduling

● Customer complaint resolution and Conflict

management

● Progress tracking

● GPS Task prioritization

● Incident response

● Fuel and vehicle record maintenance

● Cross-functional communication

● Time & attendance systems

● Inventory records

● Driver log management

● Vendor management

● Shipment tracking for distribution operations

● Human resources

● Administrative experience - (more than 20

years)

● Sales follow up & Customer retention

● Analytical skills and decision making

● ERP systems

● Supervising experience

● Cash register, banking and bank transfers

● Maintaining professional attitude in all

situations, including email, chat and in

person.

● Computer literacy

● Interpersonal skills

● Data entry and Purchase orders

● Attention to detail

● Staff and client event activities coordination

● Report and Document preparation

● Spreadsheet and database creation

● Expense Reduction

● Profit maximizing strategies

Languages - English

Certifications and Licenses - Non-CDL Class C Driver's License

Contact this candidate