Responsible for overseeing all functions and staff of the Intake/Scheduling department that worked in all the local offices (Hunt Valley, MD, Chantilly, VA, Harrisburg, PA, and Pittsburgh, PA). Primary responsibilities consisted of direct supervision of Intake Coordinators; monitoring call quality and scheduling for all office locations; demonstrating excellent customer service and problem-solving skills; and ensured the intake process was followed within the department. Scheduled estimates and service appointments to the most qualified Estimator or Crew Lead that optimized business operations using Service Fusion. Ensured scheduled leads were properly documented in and Work Center and Service Fusion. Performed Daily Audits of all jobs files in Wrk Center to ensure that the file was up to date and documented properly. Scheduled weekly meetings with the VP and intake coordinator in all the local offices using Microsoft Teams. Assisted h the Mitigation Administrative Manager and their staff of Project Analysts to create and monitor on-call schedules and also communicate necessary job file information. Scheduled weekly meetings with all local offices. Reviewed and approved payroll for all direct reports during payroll weeks. Ensured that clock-in and clock-out times were accurate for hourly employees. Approved or denied PTO requests of direct reports in a timely manner. Created invoices using QuickBooks Online.

Answer incoming calls for requests for the marking of buried utility lines prior to digging in a timely and efficient manner for the states of Maryland, Delaware, Washington DC, and Texas. Duties include: resourcefully obtaining sufficient, accurate caller information; high accuracy ticket entering, navigating through multiple screens and applications for different ticket types; proficiency in geographical mapping; participating in staff meetings; providing excellent customer service; achieving processing time and ticket quality standards.