Heather Turner
Chadbourn,NC
Summary
- Results-driven Administrative Specialist with a focus on customer satisfaction, efficient problem-solving, and effective communication. Proven ability to enhance operations and foster strong client relationships.
- Calm and composed individual with a strong background in emergency response and customer service. Expertise in coordinating multi-agency efforts, enhancing response times, and providing compassionate support during high-pressure situations.
- Detail-oriented professional with extensive experience in customer relations and administrative support. Known for improving efficiency through innovative solutions and fostering collaboration to enhance team performance and client satisfaction.
Overview
29
29
years of professional experience
Work History
Administrative Specialist II
NC Department Of Transportation
286 Aviation Parkway Elizabethtown NC, 28337
10.2008 - Current
- Improved customer satisfaction with prompt and professional responses to inquiries and concerns.
- Resolved customer concerns efficiently to promote satisfaction and loyalty.
- Increased efficiency in data entry tasks through the implementation of advanced software tools.
- Fostered positive client relationships by promptly addressing questions or concerns related to their case files.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Assisted coworkers and staff members with special tasks on daily basis.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Provided exceptional customer services such as answering phone calls professionally, assisting customers with issues & directing them appropriately.
- Performed research to assist customer with there issues.
911 Telecommunicator
Columbus County Emergency Services
Whiteville, NC
02.1997 - 09.2008
- Coordinated emergency response efforts with law enforcement, fire services, and medical teams.
- Operated multi-line phone systems to efficiently manage high-volume emergency calls.
- Provided critical support during crisis situations, demonstrating quick decision-making under pressure.
- Trained new telecommunicators on protocols and procedures to enhance team performance and efficiency.
- Monitored radio communications to ensure timely dispatch of emergency units in various scenarios.
- Handled high-pressure situations calmly and professionally, successfully managing multiple calls simultaneously during peak hours.
- Maintained accurate records of all incoming calls, ensuring thorough documentation for future reference and analysis.
- Enhanced emergency response times by efficiently gathering and disseminating critical information to first responders.
- Provided compassionate assistance to distressed callers while maintaining composure under challenging circumstances.
- Supported dispatchers in coordinating multi-agency responses during large-scale emergencies, resulting in effective resource allocation.
- Collaborated with law enforcement agencies, fire departments, and EMS teams to ensure a coordinated response during multi-agency incidents.
- Assisted with the implementation of new software systems, streamlining call handling processes and increasing efficiency.
- Assisted in implementation of new call-routing system, enhancing efficiency and caller experience.
- Answered multi-line phone systems to gather critical information for first responders, improving response times.
- Increased public safety by efficiently dispatching emergency services to urgent situations.
- Guided callers through medical emergencies using pre-arrival instructions, stabilizing patients until help arrived on scene.
- Coordinated with law enforcement, fire departments, and medical services, ensuring cohesive response to emergencies.
- Maximized caller safety by providing clear instructions for emergency situations.
- Calmed callers in distress, gathering vital information for emergency response teams.
- Managed stressful calls with empathy and professionalism, maintaining caller calm until help arrived.
- Participated in continuous training programs, staying informed on latest emergency response protocols.
- Documented call details accurately for use in ongoing investigations and reports.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
- Assisted callers in emergency situations with appropriate information and support.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
Education
High School Diploma -
South Columbus High School
Tabor City, NCSkills
- Customer relations
- Registration processing
- Customer service
- Multitasking and time management
- Customer relations and communications
- High volume phone inquiries
- Fast learner
- Verbal communication
Timeline
Administrative Specialist II
NC Department Of Transportation
10.2008 - Current
911 Telecommunicator
Columbus County Emergency Services
02.1997 - 09.2008
High School Diploma -
South Columbus High School