Heidi Spear
Picayune,USA
Summary
Diligent [Desired Position] with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
Cigna Supplemental Health Solutions
Chattanooga, TN
05.2023 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Streamlined workflow processes to enhance efficiency in responding to customer requests.
Emergency Dispatch Supervisor
Pearl River County E911 Dispatch
Picayune, MS
07.2019 - 06.2022
- Supervised dispatch center with fourteen employees.
- Scheduled and coordinated shifts for dispatch classes, vacations, and health complications.
- Completed reimbursement statements for the state in reference to certifications.
- Assisted in dispatch when necessary due to dispatcher emergencies, shift vacancy, or inflated work load.
- Received TAC Officer certification for NCIC validations, entries, and performed necessary entry changes to maintain open entries. Entered, updated, and cleared wanted/missing persons, stolen or lost guns, articles, vehicles, and license plates.
Dispatch Shift Supervisor
Hancock County E911 Dispatch
Kiln, MS
01.2010 - 07.2019
- Supervised and maintained a shift while monitoring incoming emergency information via 911 and administrative phone lines.
- Train new employee on telephone and radio etiquette, NCIC entries, while prioritizing calls and complaints from the public.
- Notifying administration on any news worthy incidents while passing on all necessary information to the next shift supervisor.
- Organized and processed information via law and fire radio, and documented necessary information in CAD.
Communications Officer / Dispatcher
Pearl River County Sheriff Department
Poplarville, MS
01.2007 - 12.2009
- Assisted emergency 911 and administration calls requesting law enforcement, fire, and EMS;
- Determine nature and location, priority and dispatch units as needed.
- Coordinate emergency calls and relay information and assistance request involving other public safety agencies.
- Maintain contact and status of all units on assignment, documenting in CAD as necessary, and making contact with other agencies for mutual aid.
- Learned geographic feature and streets within the area served.
Emergency Dispatch Supervisor
Picayune Police Department
Picayune, MS
04.2004 - 01.2007
- Supervised and managed 8 communications officers
- Trained new employees in call taking, CAD, radio dispatch, NCIC entries and removals, documented performance and evaluations.
- Operate a variety of public telecommunications equipment, test, and inspect equipment as necessary.
- Prepare affidavits for officers in order for victims to sign charges
- Accepted and logged bond monies for subjects released from incarceration.
- Participated and received state accreditation for Picayune Police Department.
Education
Nursing -
Delgado Community College
New Orleans, LA05.2003
Diesel Technician - undefined
Nunez Community College
Chalmette, LA12.1995
Skills
- Problem Assessment
- Effective Communication
- Customer relations
- Problem resolution
- Professional telephone demeanor
- Microsoft outlook
- Call management
- De-escalation techniques
- Client Interactions
- Maintaining Clean Work Areas
- Workplace Safety
- Active listening
- Customer service
Timeline
Customer Service Representative
Cigna Supplemental Health Solutions
05.2023 - Current
Emergency Dispatch Supervisor
Pearl River County E911 Dispatch
07.2019 - 06.2022
Dispatch Shift Supervisor
Hancock County E911 Dispatch
01.2010 - 07.2019
Communications Officer / Dispatcher
Pearl River County Sheriff Department
01.2007 - 12.2009
Emergency Dispatch Supervisor
Picayune Police Department
04.2004 - 01.2007
Diesel Technician - undefined
Nunez Community College
Nursing -
Delgado Community College