Heather Andrews
Grovetown,GA
Summary
My goal is to obtain a position that will challenge and strengthen my current skills. I am a Flexible hard worker ready to learn and contribute to team success. I plan to use my communication, problem-solving, and organization skills to accomplish goals and be an amazing employee.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Rick's Paint and Body
Augusta, GA
07.2024 - 01.2025
- Company Overview: Augusta, GA
- Greeted customers in a friendly and timely manner
- Developed strong customer relationships to ensure a smooth process during a difficult time and to encourage repeat business
- Maintained a high level of professionalism when dealing with difficult customers
- Checked in vehicles to begin repair planning process
- Performed quality control checks on vehicles once repairs were completed
- Created files, uploaded customer information, insurance information, estimates, and photos using NEX and CCC software
- Used MITCHELL for all progressive claims
- Checked and responded to emails in a timely manner
- Provided details to estimator on damaged vehicle
- Scheduled repair appointments
- Communicated with insurance companies on filed claims for repairs
- Provided updates to customers, insurance companies and rental companies on repair progress
- Strived daily to exceed customer's expectations
- Ensured positive experiences throughout the repair process
- Primary point of contact between customers and body shop team to provide updates and answer any questions that may rise
- Began all customer pay 'walk in' estimates
- (Greeted customers, accessed damages, took photos, created and prepared customer's file for the estimator)
- Updated databases with new and modified customer data
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Conducted regular follow-up calls with customers after resolving their issues
- Maintained detailed records of customer interactions, transactions and comments for future reference
- Performed administrative tasks such as filing paperwork, updating databases and generating reports
- Used approved scripts to de-escalate angry customers during telephone interactions
- Collected deposits or payments and arranged for billing
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Provided accurate information about products and services to customers
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance
- Augusta, GAPerformed administrative tasks such as filing paperwork, updating databases and generating reportsPerformed administrative tasks such as filing paperwork, updating databases and generating reports
Fire Dispatcher
Columbia County Fire Rescue
08.2023 - 04.2024
- Responded to emergency calls for service and dispatched appropriate personnel and equipment
- Verified caller information, evaluated the situation, and provided instructions as needed
- Monitored radio frequencies to ensure proper communication with fire units in the field
- Provided life saving instructions in a calmly manner
- Obtained pertinent information with a composed approach
- Coordinated resources between multiple agencies during multi-agency responses
- Assessed incoming requests for service and determined most appropriate response
- Communicated effectively with other public safety departments such as police or EMS
- Utilized mapping software to locate addresses quickly when responding to emergencies
- Managed multiple simultaneous tasks while maintaining composure under pressure
- Actively monitored weather conditions that could affect emergency responses
- Dispatched calls to relevant fire or medical response personnel depending on individual call situations
Clerk of Court
Columbia County Courthouse
Evans, GA
02.2023 - 08.2023
- Company Overview: Evans, GA
- Tracked cases and managed electronic and physical records
- Created new case files
- Fulfilled document requests by citizens, parties to cases, judges and attorneys, keeping records of documents provided
- Acted as court cashier, processing billing and payments for fines, garnishments and other court fees, also recording details of payment
- Prepared envelopes and mailed out standing orders and other requested court documents
- Received and submitted payments for fees, fines and garnishments, accurately tracking amounts, issuing receipts and updating computer systems
- Liaised with general public to process document requests and provide customer service by phone or email and in person, keeping records of payments and documents provided
- Verified document authenticity to prepare and complete notary applications and certificates
- Evans, GA
Receptionist
Classic Collision
03.2022 - 02.2023
- Scheduled and confirmed appointments
- Answered and directed incoming calls using multi-line telephone system
- Served visitors by greeting, welcoming and directing to appropriate personnel
- Updated and recorded customer or client information to maintain accounts
- Communicate with insurance company
- Processed payments and updated accounts to reflect balance changes
- Sorted incoming mail and directed to correct personnel each day
- Maintained daily calendars, set appointments with clients and planned daily office events
- Oversaw office inventory by restocking supplies and submitting purchase orders
- Prepared correspondence, reports and other documents in final formats with correct punctuation, capitalization, grammar and spelling
- Greeted customers, answered general questions and directed to appropriate locations
- Scheduled appointments and maintained and updated appointment calendars
- Protected clients' rights by maintaining confidentiality of personal and financial information
- Maintained client accounts by obtaining, recording and updating personal and financial information
- Sorted invoices for accounting department by date stamping and filing by vendor code
- Transmitted information or documents to customers through email
Emergency Medical Dispatcher
Gold Cross EMS
Augusta, GA
09.2014 - 10.2015
- Company Overview: Augusta, GA
- Handled emergency phone calls calmly and obtained pertinent information with composed approach
- Used radio, telephone and computer system to update first responders with new information
- Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Understood and followed oral and written directions
- Augusta, GA
Billing Clerk
E-Z-GO
Augusta, GA
01.2013 - 08.2014
- Company Overview: Augusta, GA
- Processed invoice payments and recorded information in account database
- Answered incoming calls
- Created bills for inbound and outbound deliveries
- Filed and organized invoices
- Augusta, GA
Waitress Trainer
Steak and Shake
Augusta, GA
09.2012 - 12.2012
- Company Overview: Augusta, Georgia
- Trained new employees on service standards and menu items to improve onboarding processes
- Resolved guest issues related to food quality, service times and incorrect orders
- Multitasked effectively to deliver menu items to guests
- Performed side work such as cleaning, restocking, polishing silverware and preparing tables for next shift
- Bussed tables and removed unnecessary items to facilitate positive experiences
- Prepared coffee, tea, soda and other nonalcoholic beverages for guests
- Provided exceptional service to high volume of daily customers
- Welcomed guests with personable attitude
- Augusta, Georgia
Education
GED -
Augusta Technical College Augusta
Augusta, GA05-2012
Skills
*Basic life support knowledge
*Police department procedures
*Computer-based dispatch systems
*Map reading abilities
*Microsoft Office
*Organizational skills
*Team building
*Reliable and trustworthy
*Organization
*Time management
*Clerical
*Critical thinker
*Information documentation
*Basic math
*Excellent communication skills
*Skilled at executing and carrying out company directives
*Scheduling
*Complaint resolution
*High-energy attitude
*Punctuality and reliability
*Task prioritization
*Follow-up skills
*Researching
*Documentation
*Verbal and written communication
*Complaint handling
*Calm demeanor
*Money handling
*Court procedures
*Proofreading
*Legal documents
*Payment collection
*Creative problem solving
*Confidentiality
*Case file preparation
Timeline
Customer Service Representative
Rick's Paint and Body
07.2024 - 01.2025
Fire Dispatcher
Columbia County Fire Rescue
08.2023 - 04.2024
Clerk of Court
Columbia County Courthouse
02.2023 - 08.2023
Receptionist
Classic Collision
03.2022 - 02.2023
Emergency Medical Dispatcher
Gold Cross EMS
09.2014 - 10.2015
Billing Clerk
E-Z-GO
01.2013 - 08.2014
Waitress Trainer
Steak and Shake
09.2012 - 12.2012
GED -
Augusta Technical College Augusta