Erin Haines
Philadelphia,PA
Summary
Personable and dedicated with extensive experience in Customer Service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
18
18
years of professional experience
Work History
Fire Equipment Dispatcher
Philadelphia Fire Department
Philadelphia, Pennsylvania
05.2025 - 02.2026
- Answers incoming calls from the public for fire fighting, medical and other services
- Determines the seriousness of such calls by extracting pertinent information from distressed callers enters proper situation codes and types pertinent information into a computer
- Relays basic emergency medical information to callers, including instructions on how to perform CPR and other basic life support procedures until arrival of medical rescue personnel. Keys codes into database to display incoming call information
- Selects units to dispatch from available fire/EMS personnel and apparatus displayed on terminal screen; selects alternative fire or EMS companies according to protocol and judgment when regular units are unavailable
- Relays information over fire and medical radio bands to selected vehicles, equipment and crews.
- Receives request for information from police units, fire and medical personnel and the general public such as the status of fire and medical events, equipment, and personnel.
Fleet Operations
CEI Collision and Fleet Safety
Feasterville-Trevose, PA
11.2016 - 01.2019
- Handled outbound/inbound calls to assist drivers in filing accident claims/tow assisting for company vehicles for repairs
- Calls would vary from minor accidents to severe accidents (depending on severity, determined how claims would be handled as far as repairing)
- Performed extra and essential duties for supervisors/managers to get claims processed in timely manner
- Consulted with field support team, claim manager and other entities to receive support specific to assigned claim.
Service Manager
MaCafferty Auto Group
Langhorne, PA
04.2015 - 05.2016
- Distributes work to all shop technicians while monitoring progress and accuracy of each job
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints. Greet, answer phones, and schedule appointments
Front End Supervisor
Lowes Home Improvement Stores
Bensalem, PA
09.2007 - 08.2014
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Managed customer complaints and rectified issues to complete satisfaction.
Education
American Heart Association - BLS Provider
City Of Philadelphia Regional EMS
05.2001 -
GED -
Bucks County Community College
Newtown, PA12-2019
Skills
- Problem Anticipation and Resolution
- Critical Thinking
- Computer Proficiency
- Multitasking and Prioritization
- Inbound and Outbound Calling
- Building Customer Trust and Loyalty
- Delegation and Supervision
- Efficient and Detail-Oriented
Timeline
Fire Equipment Dispatcher
Philadelphia Fire Department
05.2025 - 02.2026
Fleet Operations
CEI Collision and Fleet Safety
11.2016 - 01.2019
Service Manager
MaCafferty Auto Group
04.2015 - 05.2016
Front End Supervisor
Lowes Home Improvement Stores
09.2007 - 08.2014
American Heart Association - BLS Provider
City Of Philadelphia Regional EMS
05.2001 -
GED -
Bucks County Community College