Jennifer Mosgrove
Leland
Summary
Bringing over 20 years of experience in service coordination, logistics, and customer satisfaction management. Proven track record in optimizing technician schedules and enhancing service delivery efficiency, complemented by a solid foundation in medical coding and billing.
Overview
38
38
years of professional experience
1
1
Certification
Work History
Service Coordinator
Air Support Heating and Air
Wilmington
01.2024 - 04.2026
- Coordinated service calls and schedules for HVAC technicians, optimizing technician availability and responsiveness.
- Liaised between client and technician to keep parties fully informed.
- Collaborated with technicians to resolve customer issues efficiently.
- Maintained accurate records of service requests and job statuses, facilitating timely updates and resolutions.
- Developed service proposals for maintenance and repair solutions.
- Implemented process improvements to enhance service delivery efficiency.
- Provided timely feedback to management on service failures and customer concerns.
Service Coordinator
Wilmington Air Heating, Cooling Plumbing & Electric
Wilmington
03.2021 - 01.2024
- Managed customer service tasks, including billing, invoice correction, and payment collection.
- Facilitated communication between customers and field staff, addressing and resolving service issues effectively.
- Managed dispatch software to track service requests and technician locations.
- Maintained accurate records of service calls and customer interactions.
- Developed routing plans that minimized technician travel time, enhancing service delivery efficiency.
- Worked closely with lead technicians to handle scheduling, follow ups and recalls.
- Prioritized tasks and managed project adjustments to successfully manage high-volume service dispatching.
- Authorized purchase orders to enable service delivery and ensured accurate record-keeping.
- Set schedules, implemented policies, and collaborated with managers to optimize operational procedures and establish clear objectives.
Service Coordinator/Dispatcher
T.A. Woods Company
Wilmington
11.2015 - 02.2021
- Coordinated service schedules for multiple clients and projects.
- Managed communication between clients and service teams effectively.
- Handled incoming calls and inquiries from customers regarding services offered.
- Coordinated customer service and satisfaction through accurate invoice preparation, payment processing, and record reconciliation.
- Streamlined process for tracking service completion and follow-ups.
- Collaborated with management to improve customer satisfaction initiatives.
- Organized training sessions for new staff on company procedures.
Remote Dispatcher/Exede Supervisor
Barefoot Communications Inc
Myrtle Beach
04.2009 - 08.2015
- Handled inbound and outbound calls to ensure customer satisfaction while assisting technicians and supervisors with activations, troubleshooting, and job monitoring, including rerouting jobs and preparing daily excel reports for field service resolutions.
- Coordinated communication between field teams and management, facilitating timely service delivery and enhancing operational effectiveness.
- Scheduled deliveries and pickups, optimizing vehicle routing for improved logistical efficiency.
- Utilized dispatch software to track vehicle locations and optimize performance.
Machine Operator
Weyerhaueser
Bowling Green
08.2007 - 11.2008
- Operated machinery to produce high-quality wood products efficiently.
- Set up and broke down machines, operated box machine, palletized and wrapped products, and met daily production quotas.
- Monitored production process to ensure adherence to safety standards.
- Maintained equipment through regular inspections and minor repairs.
Sorter
United States Postal Service
Bowling Green
07.2005 - 08.2007
- Sorted incoming mail by size and destination to enhance processing speed.
- Operated automated sorting machines to streamline processes.
- Loaded and unloaded mail trucks while sorting packages and transporting mail per station to ensure timely delivery.
- Collaborated with team members to ensure consistent workflow and meet deadlines.
Data Entry Operator, Systems Management
Self Employed
Corbin
03.1998 - 06.2005
- Entered data accurately into various databases and systems.
- Reviewed documents for completeness and accuracy before entry.
- Organized and maintained digital files for easy retrieval.
- Handled inbound accounts and outgoing services, ensuring seamless operations.
Data Conversion Operator
United States Remote Encoding Center
Bowling Green
10.2001 - 01.2003
- Operated data entry systems to process various documents efficiently.
- Reviewed and verified incoming data for accuracy and completeness.
- Executed data entry of postal mail accurately and promptly, ensuring correct keying and scanning (seasonal).
- Collaborated with team members to ensure timely project completion.
Administrative Assistant
Cumberland River Comprehensive Care Center
Corbin
11.1997 - 06.1999
- Coordinated scheduling for appointments and meetings across departments.
- Entered data and registered patient files while scheduling appointments and coordinating with support coordinators, staff, and clients.
- Organized and maintained confidential patient records and documentation.
- Managed incoming calls and directed inquiries to appropriate personnel.
Screen Printer
TQ Inc
Monticello
11.1996 - 11.1997
- Operated screen printing machines to produce high-quality printed materials.
- Set up and adjusted screens for various printing jobs according to specifications.
- Prepared and mixed inks to match specified color requirements for projects.
- Packed children sporting equipment and stacked for load, set up layouts for screen-printing machine, and operated various machines for screen-printing apparel.
Data Entry Operator
First Image
Monticello
03.1995 - 11.1996
- Entered data into company databases with high accuracy.
- Performed data entry and quality checks for insurance claims to ensure accuracy and compliance.
- Reviewed documents for completeness and accuracy before entry.
- Maintained organized electronic and physical filing systems for records.
Admissions Clerk/Billing Clerk
Knox County Hospital
Barbourville
08.1988 - 03.1995
- Managed inpatient admissions, executed ICD9 and CPT4 coding, completed data entry for patient records, registered patients in emergency department, conducted patient follow-ups, processed insurance billing, and guided patients, enhancing overall patient experience.
- Processed patient admissions and maintained accurate records in hospital database, ensuring compliance and facilitating seamless patient care.
- Verified insurance information and coordinated benefits with healthcare providers, streamlining billing processes and improving accuracy.
- Assisted patients with completing admission forms and answering inquiries.
Education
Associate's degree - Healthcare Business Informatics
Cape Fear Community College
Wilmington, NC12-2022
Associate's degree - General Education
Cape Fear Community College
Wilmington, NC12-2022
College Diploma - Accounting/Finance
Cape Fear Community College
Wilmington, NC12-2022
High school diploma -
Knox Central High School
Barbourville, KY05-1989
Skills
- Logistics Coordination
- Service Operations
- Scheduling coordination
- Conflict resolution
- Program follow-up and assessment
- Customer expectation management
- Case file management
- Time management
- Prioritization skills
- Case Coordination
- Healthcare Knowledge
- Field Service
- Medical terminology
- Screen Printing
Certification
- Notary Public through 5/2031
Assessments
- HR: Compensation & benefits, Proficient, 02/21
- Project timeline management, Proficient, 10/21
Personal Information
Authorized To Work: US
Timeline
Service Coordinator
Air Support Heating and Air
01.2024 - 04.2026
Service Coordinator
Wilmington Air Heating, Cooling Plumbing & Electric
03.2021 - 01.2024
Service Coordinator/Dispatcher
T.A. Woods Company
11.2015 - 02.2021
Remote Dispatcher/Exede Supervisor
Barefoot Communications Inc
04.2009 - 08.2015
Machine Operator
Weyerhaueser
08.2007 - 11.2008
Sorter
United States Postal Service
07.2005 - 08.2007
Data Conversion Operator
United States Remote Encoding Center
10.2001 - 01.2003
Data Entry Operator, Systems Management
Self Employed
03.1998 - 06.2005
Administrative Assistant
Cumberland River Comprehensive Care Center
11.1997 - 06.1999
Screen Printer
TQ Inc
11.1996 - 11.1997
Data Entry Operator
First Image
03.1995 - 11.1996
Admissions Clerk/Billing Clerk
Knox County Hospital
08.1988 - 03.1995
Associate's degree - Healthcare Business Informatics
Cape Fear Community College
Associate's degree - General Education
Cape Fear Community College
College Diploma - Accounting/Finance
Cape Fear Community College
High school diploma -
Knox Central High School