Heather Thomas
Ogden
Summary
Experienced professional in fleet operations, customer service, and leadership. Proactive and adaptable with a strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
10
10
years of professional experience
Work History
Sales and Service Team Leader
AAA
Ogden
12.2024 - Current
- Resolved escalated customer complaints quickly and efficiently in order to maintain positive relationships with customers.
- Provided guidance and support to sales and service team members, ensuring their performance met organizational objectives.
- Reviewed team member assessments to ensure sales offers were consistently delivered in alignment with company guidelines.
Senior Dispatcher/Fleet Operations
AAA NCNU / Gig Car Share
03.2020 - Current
- Used different technologies to coordinate and monitor transportation activities
- Provided support for various projects including Fastrak, parking citations, and decals
- Ensured seamless transfer of work orders between team members
- Achieved all incidental targets consistently
- Ensured metrics were met for vehicle availability and member satisfaction
- Handled vehicle damage and third-party liability insurance claims
- Monitored daily tasks for dispatchers.
- Regularly interacted with vendors, impound yards, and police departments
- Developed strategies to increase efficiency and reduce costs associated with dispatching operations.
Member Experience Specialist
AAA NCNU
01.2018 - 03.2020
- Provided exceptional customer service to members, addressing inquiries and resolving concerns in a timely manner.
- Handled incoming phone calls for Web Support, Member Experience, Damages, and Reimbursements.
- Frequently designated the project lead for Fuze, Reimbursements, and Damages.
Office Manager
Antelope Animal Hospital
Syracuse
11.2016 - 12.2017
- Coordinated appointment scheduling and patient flow for efficiency.
- Managed daily operations of a busy veterinary clinic.
- Supervised front desk staff and trained new employees.
- Oversaw inventory management of medical supplies and equipment.
- Conducted interviews and hired employees.
Education
Bachelor of Arts - Social Studies
University of Lethbridge
01-1999
Skills
- Proficient in Operating Multiple Systems
- Effective Written Communication
- Detail-Oriented
- Collaborative Teamwork
- Strong Organizational Skills
- Analytical Problem Solving
- Team Leadership Experience
Timeline
Sales and Service Team Leader
AAA
12.2024 - Current
Senior Dispatcher/Fleet Operations
AAA NCNU / Gig Car Share
03.2020 - Current
Member Experience Specialist
AAA NCNU
01.2018 - 03.2020
Office Manager
Antelope Animal Hospital
11.2016 - 12.2017
Bachelor of Arts - Social Studies
University of Lethbridge