Alicia Hart

High-performing Lead Dispatcher and Operations Professional with 16 years of experience managing complex field logistics, multi-department crew routing, and emergency communications. Proven track record of collaborating closely with upper management to organize high-volume schedules, maximize service revenue, and support field operations. Expert at managing daily field chaos and leading cross-functional teams under pressure.

Lead Dispatcher at D&H Air Conditioning & Heating & Plumbing (2024-10 – 2026-06)

• Promoted to run the daily dispatch office based on leadership and operational excellence, working face-to-face with department managers and upper management to keep business operations organized.
• Managed real-time scheduling, routing, and dispatching for a large field roster, including 20 HVAC technicians, 8 installation technicians, 6 plumbing technicians, and 5–10 sales advisors.
• Served as the primary point of contact for field technicians, providing real-time support for complex customer account history research, warranty verifications, and parts procurement.
• Caught and fixed confusing booking notes from the CSR team, cleaning up the job data so technicians had accurate information before arriving at a home.
• Led the training, coaching, and onboarding for incoming dispatchers and customer service staff on ServiceTitan optimization and company standards.
• Audited all field invoices, warranty claims, and parts tracking systems to ensure accurate billing, record keeping, and seamless supply chain flow.

Dispatcher at D&H Air Conditioning & Heating & Plumbing (2022-08 – 2024-10)

Plumbing Dispatcher / Customer Service Representative at Intelligent Design Solar, Plumbing, Air, Electrical & Roofing (2021-12 – 2022-07)

• Served as the sole Plumbing Dispatcher, organizing complex, multi-day commercial and residential plumbing projects for the specialized Water Specialist team.
• Strategically matched client needs with individual technician competencies to maximize daily service revenue and customer satisfaction.
• Optimized daily truck routing to reduce drive times and minimize vehicle mileage for the field crews.

HVAC & PLUMBING DISPATCHER / CSR at Temperature Control (2021-09 – 2022-11)

• Triaged incoming emergency and non-emergency calls, determining client priority levels and adjusting high-volume schedules dynamically.
• Maintained accurate service records, processed field invoices, collected deposits, and coordinated directly with suppliers on parts status.

Emergency 911 Dispatcher at Public Safety Dispatching (Bisbee, Sierra Vista, & Huachuca City Police Departments) (2010-08 – 2019-03)

• Answered 911 emergency lines, gathered critical facts from distressed callers, and expertly deployed field units using CAD systems.
• Designed and executed a comprehensive department training program for incoming emergency dispatchers, boosting training efficiency.
• Maintained strict adherence to state legal requirements, managed highly confidential records, and interfaced directly with command staff.

Diploma in Veterinary Assistant – Pima Medical Institute

High School Diploma – Tombstone