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Customer Service Administrative Assistant

Calera, AL
October 26, 2018

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Helen Andrews

Administrative Assistant

** ****** **** ** *****: 334-***-****

Clanton, AL 35045 Email:

Articulate, organized administrative assistant accomplished in providing office services, maintaining workflow, and managing administrative staff. Experienced in resolving administrative problems, maintaining customer confidence, and providing exemplary customer service. Adept in implementing/maintaining administrative policies and procedures. Efficient in coordinating office/project activities, determining matters of priority, and relaying directives.

Areas of Expertise

Supply Management

Inventory Control


Event Planning

Basic Finance processes

Process Management

Microsoft Proficiency

Information Analysis

Problem Solving

Customer Service

Report Preparation

Equipment Maintenance

Information Requests



Key Skills Assessment

Customer Service – Greet customers in warm, professional manner, answer inquiries, provide information, and conduct problem analysis/resolution.

Intercommunications – Strong ability to communicate with diverse groups of people in varying circumstances and transfer/relay information to appropriate personnel.

Professional Experience

State of Alabama 9-1-1 Board, Montgomery, AL 35045 2016-Present

Office Assistant/ Property Manager

Perform administrative duties including typing, researching requests made by Director, and answering/transferring phone calls

Maintained integrity of equipment in office by keeping accurate records of incoming new property and entering information into the Alabama Asset Works program.

Entered incoming reports from carriers of information that is needed for Financial Analyst to make appropriate reports of funds available for the 9-1-1 centers across the state.

Made deposit slips for checks received for deposit and made in house check registry.

Kept new and old carriers appraised of changes in forms required, changes in rates, and any other information that they need and answer their questions in a timely manner.

Attending classes and workshops to better do the jobs that are assigned to me, including, but not limited to, Microsoft Word, and Excel.

MEDATA /MEDTRON, Covington, LA 2015-216

Medical Claims discrepancy resolutions clerk

Resolve the differences between charges and payments for various clients

Maintain client database


Administrative Support Assistant II

Improved workflow by designing new filing system resulting in ability to find information quickly

Conserve supervisor’s time by coordinating schedule

Maintain integrity of data by inputting daily fees from potential teachers and various information into computer system

Perform administrative duties including typing, researching requests made by supervisor, and answering/transferring phone calls


Dispatch/Shift Supervisor

Assisted public in receiving adequate, timely help by taking calls for public service including law enforcement, EMS, and/or fire and dispatching calls to appropriate agencies via telephone, radio, and dispatch system

Prioritized calls using judgment/communication skills and relaying information between parties

Ensured correct assistance was sent to correct address by entering information into CAD system

Improved workflow by assisting coworkers with radio traffic

Strictly adhered to all NCIC regulations by maintaining logs and preparing proper paperwork

Assisted callers in managing emergency situations utilizing proper speaking skills and communicating with those in varying emotional states.

Received warrants from various agencies to process and enter into NCIC based on correct codes and types of warrants.


ECO 11

Assisted public/businesses in receiving adequate, timely help by taking calls for public service

Ensured correct public service agencies were dispatched to correct addresses by entering information into computer system and routing information

Maintained integrity of data by entering files and information into national database

CHILTON COUNTY 911, Clanton, AL 2008 – 2011

911 Director

Improved operational process by researching/implementing new phone system enabling accurate tracking of cell phones and ability to wear noise minimizing headsets resulting in faster response times

Enabled board to stay current on budget expenses by tracking budget and providing statements

Kept dispatch center current by attending meetings/conferences, researching changing laws, and scheduling bi-monthly board meetings

Enhanced workflow by resolving address/map issues with GIS coordinator and maintaining CAD system with updated addresses/businesses

Managed daily operations of center including working in radio room and investigating all complaints

Strictly adhered to all compliances ensuring policies/procedures were correctly followed, updating policies/procedures regarding addressing and dispatch, and complying with subpoenas related to agency records

Achieved Human Resource staffing objectives by hiring/firing employees, providing training/motivation/coaching, and conducting disciplinary actions

Provided ongoing director services by remaining in constant phone/radio contact with center

CHILTON COUNTY 911, Clanton, AL 1999 – 2008

911 Assistant Director

Performed administrative duties including scheduling employees, maintaining budgetary statements, maintaining warrants, and researching changing 911 laws

Assisted director in improving operational processes by researching/identifying optimal company to build/implement new CAD system enabling ability to enter information into drop screens resulting in faster/accurate entry of information

Strictly adhered to all compliances, policies, and procedures

Maintained workflow by managing daily operations of center including working in radio room and investigating all complaints

Assisted auditors with information needed to do a complete audit of our warrants and property entered into NCIC

Entered warrants with correct codes and coding based on severity.

Education & Training

GIS 201/202 Certificate, Trenholm State Technical College, (2007)

Emergency Communication Administration Certificate, Jacksonville State University/Troy State University, (2007)

EMT Intermediate Program Certificate (1992) (Expired 2013)

EMT Basic Program Certificate (1990)

Alabama APCO State President (2005-2006 and 2011-2013)

Microsoft Word and Excel classes (2017-2018)

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