Aimee Hindman
Dallas
Summary
Dynamic professional with a versatile background in emergency communications and customer service. Recognized for strong attention to detail and adaptability, ready to leverage expertise to drive efficiency and support critical operations.
Overview
4
4
years of professional experience
Work History
Communications Officer
Heard County E-911
Franklin, GA
11.2024 - Current
- Monitored radio frequencies, maintaining clear lines of communication among emergency services.
- Trained new personnel on communication technologies and emergency procedures to ensure consistency.
- Collaborated with local agencies to streamline information sharing during emergencies and training exercises.
- Conducted regular equipment checks, ensuring reliable operation of communication tools during emergencies.
- Demonstrated empathy and compassion while assisting distressed callers, maintaining professionalism under emotional circumstances.
- Consistently adhered to established protocols while handling sensitive information, maintaining confidentiality at all times.
- Contributed to a positive work environment through effective teamwork and collaboration with fellow Emergency Communications Officers.
- Collaborated with other agencies, such as police and fire departments, to coordinate a seamless response to various incidents.
- Facilitated smooth shift transitions by thoroughly briefing incoming personnel on any ongoing incidents or relevant updates.
- Assisted in saving lives by providing critical pre-arrival instructions to callers during medical emergencies.
- Supported law enforcement efforts by promptly alerting officers to potential threats or hazards in their vicinity during active incidents.
- Managed non-emergency calls effectively by directing them to appropriate channels for resolution and assistance.
- Handled multiple emergency calls simultaneously, ensuring timely assistance for all callers in need.
- Provided support during major events or disasters by coordinating additional resources as needed.
- Maintained up-to-date knowledge of local geography and resources, enabling efficient routing of emergency services to incident locations.
- Participated in ongoing training sessions to stay current on best practices within the field of emergency communications.
- Contributed to public safety by monitoring and disseminating severe weather alerts and emergency notifications in a timely manner.
- Increased situational awareness among first responders by consistently updating them on vital information during ongoing incidents.
- Ensured accuracy of information entered into computer-aided dispatch systems for efficient record keeping and resource management.
- Enhanced overall efficiency of the Emergency Communications Center by actively participating in process improvement initiatives and offering valuable feedback on operational procedures.
- Assisted callers in emergency situations with appropriate information and support.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
Account Manager
LJG Marketing and Sales
Smyrna, GA
11.2023 - 01.2024
- Utilized CRM software for data management, reporting, and communication efficiency.
- Increased sales revenue by identifying and pursuing new business opportunities.
- Maintained high standards of customer service by answering pricing, availability, use and credit questions accurately.
- Implemented effective sales strategies to expand market share within the assigned territory.
- Consulted with clients after sales and contract signings to resolve problems and provide ongoing support.
- Conducted product presentations and demonstrations, resulting in increased product adoption among clients.
- Participated in ongoing professional development activities to stay current on industry trends and best practices.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Prepared sales presentations for clients showing success and credibility of products.
- Built relationships with customers and community to establish long-term business growth.
- Facilitated business by implementing practical networking techniques.
Customer Service Representative
Carmax Auto Finance
Kennesaw, GA
09.2022 - 09.2023
- Utilized CRM software to document interactions and track customer issues efficiently.
- Collaborated with team members to streamline processes and enhance customer satisfaction.
- Identified recurring issues and provided feedback for process improvements to management.
- Maintained up-to-date knowledge of products, services, and promotions for informed assistance.
- Demonstrated adaptability by handling diverse customer needs in a fast-paced environment.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
- Enhanced customer satisfaction by addressing and resolving inbound calls and inquiries in a timely manner.
- Resolved complaints to satisfy customers and encourage future transactions.
- Improved first-call resolution rates by efficiently managing customer issues and complaints.
- Upheld data security standards while documenting customer interactions within the company''s CRM system, ensuring accuracy and confidentiality.
- Maintained high levels of professionalism by adhering to company policies and guidelines when interacting with customers.
- Displayed a positive attitude and excellent problem-solving skills, which contributed to the overall success of the customer service team.
- Collaborated with team members to share knowledge and best practices, improving overall team performance in customer service metrics.
- Exhibited strong multitasking skills on a daily basis by handling multiple phone lines without compromising the quality of service provided.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Contributed to maintaining a positive work environment through active participation in team meetings, trainings, and workshops.
- Demonstrated flexibility by adapting swiftly to changes in product offerings or company procedures, minimizing disruption to the customer experience.
- Assisted customers in navigating company website or online portal to facilitate self-service solutions where appropriate.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Sought ways to improve processes and services provided.
Education
High School Diploma - Culinary Arts
Mt. Zion High School
Carrollton, GA05-2018
Skills
- Teamwork and collaboration
- Time management
- Attention to detail
- Call prioritization
- Multitasking
- Critical thinking
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Computer-aided dispatching
- Public safety telecommunicator (PST)
- Map reading skills
Timeline
Communications Officer
Heard County E-911
11.2024 - Current
Account Manager
LJG Marketing and Sales
11.2023 - 01.2024
Customer Service Representative
Carmax Auto Finance
09.2022 - 09.2023
High School Diploma - Culinary Arts
Mt. Zion High School