Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Jesika Matthews

Williamsburg

Summary

Experienced professional with a diverse background in high-stress environments, including law enforcement and emergency services. Proven ability to manage administrative tasks efficiently while providing exceptional customer service. Strong multitasking skills and quick decision-making capabilities contribute to maintaining high levels of client satisfaction. Committed to supporting others and enhancing team success through effective communication and rapport-building.

Overview

18
18
years of professional experience

Work History

Customer Service Representative

Five Forks Animal Clinic
Williamsburg
11.2024 - 07.2025
  • Managed front desk operations, assisting clients with purchases and check-ins.
  • Coordinated with veterinary staff to ensure smooth clinic operations daily.
  • Documented and relayed client requests to doctors for prompt response.
  • Scheduled appointments and procedures to optimize clinic workflow.
  • Confirmed next-day appointments with clients to ensure attendance.
  • Answered phones, providing information and support to clients.
  • Processed medication orders, notifying clients once ready for pickup.
  • Maintained cleanliness and organization of the front office area for efficiency.
  • Provided excellent customer service to resolve customer complaints in a timely manner.

Receptionist

Bay Beach Veterinary ER
Virginia Beach
04.2023 - 11.2024
  • Answered phones to assess client emergencies and prioritize appointments.
  • Checked clients in and out of clinic efficiently.
  • Managed billing inquiries and assisted clients with invoice explanations.
  • Inquired with veterinarians about client-reported pet issues for accurate communication.
  • Facilitated relay of medical information between veterinarians and clients as liaison.
  • Coordinated with team members to ensure smooth workflow during busy hours.
  • Addressed client concerns and complaints with empathy and professionalism.
  • Ensured cleanliness and organization of the reception area to maintain a professional atmosphere.
  • Monitored reception area to provide consistently safe, hazard-free environment for customers.

Insurance Agent

Aflac
Virginia Beach
10.2022 - 04.2023
  • Engaged business owners to promote supplemental benefits for enhanced employee welfare.
  • Educated clients on insurance products and coverage options.
  • Developed personalized insurance plans based on client needs and preferences.
  • Educated clients on distinctions between health insurance and supplemental benefits.
  • Assisted employees in identifying optimal benefit solutions for families.
  • Established account for A.W. Holmes Contracting Company, expanding client portfolio.
  • Developed relationships with new clients through cold calling and referrals from existing customers.

911 Dispatcher

City of Chesapeake
Chesapeake
11.2021 - 10.2022
  • Dispatched emergency police, fire, and EMS calls alongside non-emergency citizen requests.
  • Monitored radio channels for urgent alerts and critical information.
  • Provided clear instructions to callers in high-stress situations.
  • Documented incident details accurately in real-time systems.
  • Ensured that all policies and procedures were followed in accordance with local laws and regulations governing 911 services.
  • Maintained contact with field units via radio or telephone; monitored their safety and progress of their assigned tasks.
  • Researched criminal history data utilizing law enforcement databases; provided necessary information to officers in the field.
  • Entered pertinent information into computer aided dispatch system; maintained detailed records of all dispatched calls.
  • Communicated effectively with police officers via radio to relay critical information.
  • Maintained typing speed of 60-70 words per minute for efficient data entry.
  • Exhibited calmness and professionalism while assisting callers in distressing situations.

Police Officer

City of Chesapeake
Chesapeake
08.2020 - 11.2021
  • Managed responses to calls, ensuring timely and effective action.
  • Conducted thorough investigations of incidents and gathered evidence effectively.
  • Patrolled assigned areas to deter crime and provide a visible police presence.
  • Responded promptly to emergency calls and managed crisis situations efficiently.
  • Engaged with citizens to build trust and foster positive community relations.
  • Patrolled assigned areas to detect and prevent criminal activity.
  • Diffused active disturbances with de-escalation techniques, compassion and combat skills.
  • Conducted traffic stops in accordance with departmental protocol.
  • Provided testimony in court when necessary concerning investigations conducted.
  • Performed CPR and other rescue techniques on individuals in medical emergencies.
  • Pursued fleeing suspects on foot and in varying terrain.
  • Operated mobile data terminals from patrol vehicles to obtain criminal records on-scene.
  • Authored comprehensive reports, presenting findings in court.
  • Collaborated with fellow officers to enhance citizen safety during calls.
  • Executed arrests and took individuals into custody while assisting victims with protective orders.

Dispatcher

Portsmouth Fire Department
Portsmouth
12.2017 - 08.2020
  • Mitigating risks and emergency response delays by efficiently monitoring police and fire field units.
  • Prioritizing responses to general public emergency and non-emergent calls to clearly communicate in understandable and non-technical terms.
  • Effectively dispatching police, fire and EMS while electronically tracking data in real time.
  • Using radio, telephone and computer system to update first responders with new information.
  • Handling emergency phone calls calmly and obtaining pertinent information with composed approach.
  • Communicating and when necessary providing redirection to non-emergency callers.
  • Translation services for Spanish-speaking customer needs.
  • Training new employees in procedures and policies, electronic databases, public communication and police/fire monitoring and communication in order to maximize team performance.
  • Communicating effectively with supervisor and manager regarding acute and/or unusual call communications.
  • Successfully integrating new technology introduced within the department.

Reception Supervisor

FALLS ROAD ANIMAL HOSPITAL
Baltimore
06.2014 - 12.2017
  • Supervised front office operations of fast-paced Animal Shock Trauma and Veterinary practice.
  • Managed sensitive administrative issues with confidentiality and professionalism.
  • Cultivated relationships with pet owners through proactive communication.
  • Directed customer inquiries to relevant departments, enhancing service resolution.
  • Coordinated communication between veterinarians, staff, and pet owners.
  • Maintained patient records and ensured accurate data entry in the system.
  • Scheduled appointments for check-ups, consultations, and surgical visits.
  • Processed financial transactions for clients efficiently.
  • Handled client inquiries and addressed concerns effectively and professionally.
  • Performed administrative tasks such as data entry, filing documents.
  • Handled cashiering duties such as check-in and check-out processes, credit card processing.
  • Resolved customer complaints or answered customers' questions.

Instructor

CHIMES Maryland
Baltimore
06.2013 - 02.2014
  • Conducted diverse activities for adults with developmental disabilities to enhance engagement.
  • Developed lesson plans to enhance student learning experiences.
  • Collaborated with staff to create inclusive educational programs for diverse learners.
  • Taught music to adults, fostering creativity and skill development.
  • Supervised individuals consistently to ensure safety and well-being.
  • Implemented instructional materials and curriculum to meet specific program needs.

Administrative Assistant

CHIMES DC
Baltimore
06.2008 - 06.2013
  • Managed filing system to ensure organized and accessible records.
  • Handled incoming correspondence, directed inquiries, and resolved issues promptly.
  • Answered phones promptly, addressing inquiries and routing calls effectively.
  • Completed spreadsheets for data entry and analysis purposes.
  • Provided support for additional office duties as required.

Cashier

SAFEWAY
Baltimore
06.2007 - 06.2008
  • Processed customer purchases at grocery store while efficiently bagging groceries according to customer preferences
  • Assisted customers with product inquiries and store navigation.
  • Ensured cleanliness and organization of checkout area at all times.
  • Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
  • Accepted cash and credit card payments, issued receipts and provided change.
  • Greeted customers and answered any questions they had about the store's products and services.
  • Performed other duties as assigned by management.
  • Delivered high level of customer service to patrons using active listening and engagement skills.

Education

Master of Science - Forensic Studies

Stevenson University
Owings Mills, MD
12.2017

Bachelor of Science - Sociology and Anthropology, Criminal Justice

Towson University
Towson, MD
06.2013

High School Diploma -

Concordia Prep
Towson, MD
06-2009

Skills

  • Microsoft Office Suite
  • Customer relationship management
  • Appointment scheduling
  • Customer complaint resolution
  • Office organization
  • Active listening
  • Crisis communication
  • Opening and closing accounts
  • Sales expertise
  • Spreadsheets
  • Typing proficiency
  • Phone etiquette
  • Document control
  • Supervisory skills
  • Front desk operations
  • Security management
  • Technological proficiency
  • Law enforcement knowledge
  • Phone triage expertise
  • CADS proficiency
  • Dispatch coordination
  • Bilingual communication
  • Customer service excellence
  • Administrative skills
  • Sales strategies
  • Technical communication skills
  • Lexis-Nexis research
  • Writing proficiency
  • Caller information accuracy
  • Database management
  • Office administration

Affiliations

  • Avid reader with an extensive vocabulary
  • French horn player and vocalist with a strong dedicated background in music
  • Animal lover and owner of a very lively and vocal orange cat

Timeline

Customer Service Representative

Five Forks Animal Clinic
11.2024 - 07.2025

Receptionist

Bay Beach Veterinary ER
04.2023 - 11.2024

Insurance Agent

Aflac
10.2022 - 04.2023

911 Dispatcher

City of Chesapeake
11.2021 - 10.2022

Police Officer

City of Chesapeake
08.2020 - 11.2021

Dispatcher

Portsmouth Fire Department
12.2017 - 08.2020

Reception Supervisor

FALLS ROAD ANIMAL HOSPITAL
06.2014 - 12.2017

Instructor

CHIMES Maryland
06.2013 - 02.2014

Administrative Assistant

CHIMES DC
06.2008 - 06.2013

Cashier

SAFEWAY
06.2007 - 06.2008

Master of Science - Forensic Studies

Stevenson University

Bachelor of Science - Sociology and Anthropology, Criminal Justice

Towson University

High School Diploma -

Concordia Prep

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Jesika Matthews