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Skills

  • Emergency Call Handling
  • Monitoring of police units' status
  • Operational improvement
  • Information intake
  • CPR instruction over the phone
  • Customer service
  • Computer-aided dispatching
  • Geographic familiarity of Chicago
  • Fast-paced decision-making
  • Optimized emergency response workflows

Work Experiences

  • Collaborated with multiple departments.
  • Read the system maps and caller information, and I entered all of the information into the system.
  • Awarded Excellence Award for exceptional performance as part of a citywide emergency preparedness initiative, tracking and dispatching over 3 emergency calls flawlessly.
  • Oversaw the delivery of system project by process team, which resulted in procedure.
  • Awarded Excellence Award for exceptional performance.
  • Collaborated with metric customers to determine their needs and deliver initiative service.
  • Achieved Innovation Award-winning reduction in communication errors.
  • Achieved zero casualties in framework cases.
  • Adjusted staff to peak hours.
  • Transported Power BI to the past year customer locations.

Summaries

  • Committed to continuous improvement.
  • Adaptable to fast-paced environments, adept at managing high call volumes and strategically dispatching units to diverse emergencies with precision.
  • Certified in PMP, providing a high standard of emergency response and guidance during life-threatening situations, resulting in over 2 positive outcomes.
  • Award-winning expert in dispatch operations, known for reducing communication errors and enhancing operational efficiency across multiple departments.
  • Achieved faster response times.
  • Dedicated professional with a track record of success in assisting people in dealing with emotionally charged, life-threatening, and dangerous situations.
  • Strengths in vendor management and workflow optimization backed up by Government training.
  • Certified in method, offering advanced skills in emergency call handling, crisis communication, and lifesaving interaction with callers before responder arrival.
  • Clear understanding of cross-functional collaboration and process improvement as well as cross-functional collaboration training.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.

Accomplishments

  • Played a pivotal role during mass emergency events, ensuring smooth coordination among departments and reducing confusion in critical moments.
  • Trained and mentored 12 new police telecommunicators, leading to improved operational efficiency and sustained high-quality service.
  • Monitored and escalated high-risk situations with precision, actively contributing to the rapid de-escalation of 18 potential threats.
  • Assisted in the development of training manuals and materials for police dispatch, which improved product onboarding processes and shortened training time by 65%.
  • Provided real-time CPR instructions over the phone, directly contributing to the successful resolution of 3 life-threatening emergencies.
  • Executed high-level multitasking of tracking multiple emergency units, leading to a 28% improvement in dispatch efficiency.
  • Facilitated cross-training with neighboring jurisdictions, leading to faster, more cohesive response times during region-wide incidents.
  • Implemented emergency call triage system, categorizing calls more effectively and reducing unnecessary dispatches by 83%.
  • Liaised with public safety departments to coordinate the response to multi-vehicle incidents, contributing to a 33% reduction in accident scene times.
  • Delivered training workshops to 10 new hires on call-taking protocols, improving call handling speed and accuracy by 24%.

Affiliations

  • Incident Command System (ICS) Working Groups
  • International Critical Incident Stress Foundation
  • Toastmasters
  • National Public Safety Telecommunicator Week Committee
  • National Association of Social Workers
  • Dispatch Operations Improvement Consortium
  • American Society of Safety Professionals
  • Association of Public-Safety Communications Officials (APCO)
  • National Emergency Medical Dispatch (EMD) Certification Alumni
  • Local Emergency Planning Committees (LEPCs)

Certifications

  • ServSafe
  • Certified Communications Technician (COMT) – Department of Homeland Security (DHS)
  • Incident Command System (ICS) 200 Certification, Federal Emergency Management Agency (FEMA)
  • Certified Protection Professional (CPP) - ASIS International
  • Police Dispatch Certification - Illinois, 2016
  • Hostage Negotiator Public Safety Communications Certificate - National Tactical Officers Association (NTOA)
  • First Aid/CPR Certified
  • Emergency Medical Dispatcher (EMD) Certification – Summit Group 2018
  • Google Certified Professional Cloud Architect
  • CompTIA A+ Technician

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