Curtis Madden

Service and project coordinator with 10+ years of experience supporting remote and distributed teams across multi-state territories. U.S. Navy veteran with a track record of triaging tickets, managing service tickets to SLA, and serving as the communication bridge between clients, technicians, and cross-functional stakeholders.

Skilled in ServiceTitan, ServiceNow, and CRM administration, with a history of reducing backlogs, improving on-time delivery, and keeping projects moving in fast-paced environments. Seeking a fully remote coordinator role where strong organization, clear communication, and process improvement drive measurable results.

Service Coordinator / Dispatcher at Integrated Technologies (2023-09 – Present)

• Triage and prioritize 30+ inbound IT service tickets daily, assigning to technicians based on skillset, geography, and SLA targets to keep projects on schedule.
• Reduced service backlog by 15% by redesigning the scheduling workflow and introducing daily standup reviews of open tickets.
• Serve as the single point of communication between clients and field technicians, delivering real-time status updates and proactive follow-up that protect client relationships.
• Build daily and weekly performance reports in CRM software, tracking technician utilization, SLA compliance, and service trends to inform leadership decisions.
• Coordinate fully remote across multiple sites using Slack, Teams, and CRM dashboards — managing the same workflow that a hybrid role would require.

Dispatcher / Account Manager at CCAC Building Solutions (2023-02 – 2023-09)

• Coordinated HVAC service requests and optimized routing for multiple field technician teams, balancing urgency, geography, and technician capacity.
• Built tracking systems in Excel and CRM tools that improved workflow visibility, technician accountability, and on-time service delivery.
• Owned client communication end-to-end, driving customer retention through proactive updates and consistent follow-through on escalations.

HVAC Dispatcher at GoGreen Plumbing Heating & Air (2022-05 – 2023-02)

• Used ServiceTitan and Verizon Connect to schedule technicians, monitor KPIs, and coordinate same-day service response across the territory.
• Coordinated materials, installations, and billing across departments to meet monthly revenue and customer satisfaction targets.
• Recognized for maintaining top-tier customer satisfaction ratings during peak seasonal demand.

Remote Maintenance Coordinator at Cook Out Restaurants (2017-12 – 2022-05)

• Managed fully remote maintenance dispatch for 300+ restaurant locations across 10 states, coordinating contractors and in-house technicians from a centralized desk.
• Recruited and onboarded technicians through digital platforms, expanding service team capacity by approximately 20%.
• Built and maintained Excel tracking systems for technician hours, drive time, and preventive maintenance schedules across the multi-state territory.
• Supported HR coordination and loss-prevention monitoring for corporate operations, partnering cross-functionally with finance, operations, and field leadership.

Internet Sales Manager at Strider Buick GMC Subaru (2016-06 – 2017-12)

• Managed online lead pipeline and CRM records, ensuring rapid response times and accurate customer data throughout the sales lifecycle.
• Created marketing graphics, photography, and social content that lifted digital engagement and increased showroom traffic.

Gas Turbine Systems Technician & Navy Recruiter at U.S. Navy (2005-08 – 2016-05)

• Led maintenance operations and supervised team training on complex technical systems aboard active-duty vessels.
• Served as Navy Recruiter (2011–2014), enlisting 40+ qualified candidates and coordinating community outreach events.
• Recognized for leadership, accountability, and operational discipline in high-pressure, mission-critical environments.

Technical Training in Gas Turbine Systems – U.S. Navy

High School Diploma