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Skills

  • Crisis situation management
  • Cross-functional collaboration with law enforcement
  • Supervision
  • Credit and collections
  • Emergency response coordination
  • Call handling accuracy
  • MS Office
  • Operational improvement
  • Bookkeeping
  • Scheduling

Work Experiences

  • Built a robust communications system backup.
  • Provided expert clerical support by handling a wide range of routine and special requests efficiently.
  • Achieved a 15% success rate.
  • Kept accurate, current, and compliant financial records by monitoring and addressing variances.
  • Improved the organization's payment collection, AP/AR, deposit, and recordkeeping systems.
  • By automating client correspondence, record tracking, and data communications, I was able to improve office operations.
  • Achieved a participant pass rate of 78%.
  • Boosted user satisfaction ratings.
  • Was in charge of the office inventory, which included ordering and requisitions, stocking, and receiving shipments.
  • Achieved a routing accuracy rate of 27%.

Summaries

  • Support specialist and leader with advanced organizational, technical, and business acumen who is highly dependable, ethical, and trustworthy.
  • Ensures operational and service excellence by working effectively with cross-functional teams.
  • These abilities, as well as a strong work ethic, are available.
  • Clear understanding of project management and stakeholder engagement as well as team leadership training.
  • QuickBooks expert with database management experience.
  • With 14 years of Government experience, I am a well-organized Administrative professional with excellent multitasking abilities.
  • Achieved 34% faster emergency dispatch results.
  • Dedicated to learning, growing, and succeeding in Government.
  • Accomplished telecommunication expert with a broad skill set in system optimization, emergency response, and crisis management. Recently reduced emergency response times by 18% in Portland.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.

Accomplishments

  • Authored and rolled out a user-friendly dispatcher training manual used by 15 departments, reducing errors by 79%.
  • Successfully led regional calls for service prioritization project, reducing duplicated effort by 46% across participating agencies.
  • Improved situational awareness across dispatch teams by spearheading the adoption of GIS technology, enhancing map accuracy by 50%.
  • Developed and implemented dispatch procedures that increased time-sensitive call response efficiency by 58%, reducing critical delays.
  • Integrated real-time performance analytics tools that increased dispatcher productivity and issue management review rates by 29%.
  • Developed emergency routing protocols that reduced average first-responder arrival time by 35% for critical incidents.
  • Monitored and conducted performance reviews for 5 telecommunicators, significantly reducing the rate of redundant follow-up by 70%.
  • Spearheaded new inter-agency coordination workflows, contributing to a 39% improvement in the speed of critical resource deployment.
  • Performed data-driven analysis to reduce the number of dropped emergency calls by 32%, ensuring higher user satisfaction and trust.
  • Reduced missed or delayed call escalations by 73% after establishing enhanced call distribution protocols across 15 shifts.

Affiliations

  • Lions Club
  • International Public Safety Telecommunicators Certification
  • Association for Supply Chain Management (APICS)
  • Rotary International
  • Telecommunicator Emergency Response Taskforce (TERT)
  • Critical Incident Stress Management (CISM) Association
  • Emergency Medical Dispatcher (EMD) Certification
  • Certified Emergency Communications Trainer (CECT)
  • Jaycees
  • State-Level Public Safety Communications Working Group

Certifications

  • Basic Telecommunications Officer (BTO) Certification by Vantage
  • Certified Emergency Manager (CEM) by International Association of Emergency Managers (IAEM)
  • National Emergency Number Association (NENA) Center Manager Certification Program (CMCP)
  • Certified Public Safety Telecommunicator (CPT)
  • Certified Communications Center Manager (CCCM) by APCO International
  • Incident Command System (ICS) 100, 200, 300, 400 Certification
  • Crisis Communication Certification by FEMA
  • Google Certified Professional Cloud Architect
  • Project Management Professional (PMP)
  • IAED Advanced EMD Quality Assurance Certification

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