Heidi Scoggin
Modesto
Summary
Professional logistics expert with strong focus on team collaboration and achieving results. Skilled in coordinating complex schedules, managing resources efficiently, and maintaining high operational standards. Known for reliability, adaptability, and effective communication in dynamic environments. Prepared to drive success and ensure smooth operations in fast-paced setting.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Fire Dispatch Supervisor, Communications Training Officer, EMD-Q
Alameda County Fire Department
01.2018 - Current
- Supervises dispatcher personnel by both observation and monitoring of radio and telephone circuits utilized by such personnel.
- Ensured compliance with local, state, and federal regulations governing emergency response dispatch activities.
- Recruited highly qualified candidates, conducting interviews and providing onboarding support for new hires in the dispatch department.
- On our EMD-Q team where I listen and score 911 calls taken by employees in the center.
- Managed daily workloads, ensuring all available personnel were utilized effectively to meet service demands.
- Created a positive work environment through open communication channels and fostering teamwork among staff members.
Lead Dispatcher/ Communications Training Officer
American Medical Response
01.2011 - 01.2018
- Utilizes sophisticated system status management computer system which monitors, updates, and controls the location and movement of units.
- Managed a team of dispatchers, providing guidance and mentorship to improve overall job performance.
- Receive incoming emergency and non-emergency calls and promptly ascertains proper levels of response, allocates resources to match dynamic system.
- Also provide trauma destinations for any traumas coming into the county.
- Assist in new hire training both in the class and on the floor as well as cross training existing employees.
- Consistently met or exceeded company goals for dispatch efficiency and customer satisfaction through diligent work ethic and focus on continuous improvement.
Customer Service Representative/ Supervisor Assistant
American Medical Response
01.2008 - 01.2011
- Assist patients and insurance companies with billing inquiries related to ambulance transports.
- Obtain and add patient’s information and insurance details for billing purposes.
- Take escalated calls; assist with new hire training and refresher training for existing employees.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Championed a culture focused on delivering exceptional customer experiences, resulting in higher levels of client satisfaction and retention.
Retail Fraud Call Center Associate II
Washington Mutual
01.2007 - 01.2008
- Aided in the resolving and prevention of fraud, such as check fraud, atm fraud, id theft and so on, by closing accounts when needed and doing proper investigations to prevent any further fraud
- Received inbound calls from bank customers (internal/external) gathered facts and determined appropriate course of action
- Was responsible for training new team members as well as cross training other members of the staff including managers
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Analyzed and escalated complaints, issues, and grievances to designated departments for investigation and response..
Various Positions
Robert Half International/ Office Team
01.2005 - 01.2007
- Have worked in the Milk accounting office at Hilmar Cheese Co
- Keeping track of over 1.5 million gallons of incoming milk
- As well as the daily data entry of over 300 milk tags
- Have also worked in the Dean of Engineering’s Office at UC Merced where I directed phone messages, input potential faculty information as well as daily data entry
- Worked as a Purchasing Assistant at Ranchwood Homes, there I attend subcontractor meetings, complete, sent out and track contracts as well as pay schedules
- Make contact with new subcontractors as well as continue to build relationships with existing subcontractors
Teller
Washington Mutual
01.2002 - 01.2005
- Processed transactions for customers, cash handling, maintained high levels of customer service
- Referred products that the customer may have needed, loans, investment products etc
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
Education
Bachelor of Science - Business Administration
California Coast University
Santa Ana, CA01-2026
Modesto Junior College
Modesto, Ca01.2024
Business Management
CSU Stanislaus
Turlock, Ca01.2006
Skills
- Works Well Under Pressure
- Quick decision making
- Fast learner
- Problem-solving skills
- Exceptional customer service
- Training facilitation
- Motivational skills
- Resolving issues
- Strong work ethic
- Policy enforcement
- HR support
Certification
- CPR/AED Certification
- Emergency Medical Dispatch, IAED 2011-Present
Timeline
Fire Dispatch Supervisor, Communications Training Officer, EMD-Q
Alameda County Fire Department
01.2018 - Current
Lead Dispatcher/ Communications Training Officer
American Medical Response
01.2011 - 01.2018
Customer Service Representative/ Supervisor Assistant
American Medical Response
01.2008 - 01.2011
Retail Fraud Call Center Associate II
Washington Mutual
01.2007 - 01.2008
Various Positions
Robert Half International/ Office Team
01.2005 - 01.2007
Teller
Washington Mutual
01.2002 - 01.2005
Business Management
CSU Stanislaus
- CPR/AED Certification
- Emergency Medical Dispatch, IAED 2011-Present
Bachelor of Science - Business Administration
California Coast University
Modesto Junior College
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