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Skills

  • Correspondence management
  • Compliance and regulatory
  • Budgeting and finance expertise
  • Switchboard management
  • Inbound Customer Service
  • Sanitation practices
  • Reporting and documentation
  • Strong interpersonal skills
  • Multi-line Telephone Systems
  • Disaster response coordination

Work Experiences

  • Ran and analyzed call processing flows and traffic studies to determine the best configurations.
  • Handled tense calls while entering data into a computer-assisted dispatch system for dispatching police, fire, and emergency medical services personnel.
  • Created a data security plan as well as solid data recovery strategies.
  • Co-wrote the annual budget and had it reviewed and approved by the city council.
  • Keep up with new technology by reading technical manuals and literature.
  • Was in charge of installing, maintaining, and supporting VoIP applications.
  • The main point of contact for metric.
  • Was in charge of supervising and coaching 10 new employees per two years.
  • Interpreted electrical schematics and design documents for system installation and build-out.
  • Adhered to the framework, standard, and initiative compliance standards.

Summaries

  • In a 17-hour metric call center, courteous Telecommunicator was successful in providing professional assistance.
  • Motivated individual.
  • Proven leader who focuses on contract performance management.
  • Within Government, senior Telecommunicator and outstanding performer in vendor management and strategic planning.
  • Avaya, ATT, Cisco, and Cedar Works voice and data technologies are all familiar to me.
  • Looking for a new, challenging role where I can apply my extensive contracting experience.
  • Individual who is calm and patient and has extensive knowledge of Power BI and SAP.
  • Proven leader who has worked successfully with the framework department to develop and improve contract databases and monitoring tools.
  • Expert
  • Dependable

Accomplishments

  • Coordinated a $12 million upgrade of the Asana system.
  • Created comprehensive emergency response guides that reduced team onboarding time for new hires by 12 weeks.
  • Successfully mitigated process emergencies by effectively coordinating between 15 different agencies, resulting in a Excellence Award.
  • Collaborated with customer success on updating standard operating procedures for emergency dispatch, reducing procedural errors by 80%.
  • Maintained an average call response rate of under 17 seconds while handling a high-volume call environment of 9 incoming calls daily.
  • Enhanced communication pathways between field teams and the dispatch center through daily protocol reviews, resulting in a 73% increase in successful first-response outcomes.
  • Developed a shift management system that reduced overtime shifts by 36% without compromising operational efficiency.
  • Increased sales 10% over 18 months.
  • Conducted post-incident reviews to identify opportunities for improvement in call-handling and dispatch protocols, leading to an overall success rate increase of 41% in emergency resolutions.
  • Provided critical medical instructions over calls, aiding first responders in successfully stabilizing patients in 15 life-threatening incidents within 6 months.

Affiliations

  • Project Management Institute
  • Association for Computing Machinery
  • National Association of Social Workers
  • National Emergency Number Association (NENA)
  • Radio Emergency Associated Communication Teams (REACT)
  • Rotary International
  • Society of Women Engineers
  • Society of Human Resource Management
  • Association for Supply Chain Management (APICS)
  • National Alliance on Mental Illness (NAMI) Public Safety Program

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • International Academies of Emergency Dispatch (IAED) Quality Assurance Certification
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Supervisor of Public Safety Tele-Communications program
  • FEMA IS-144 Telecommunicator’s Emergency Response Training
  • IAED Certified Dispatcher Supervisor
  • FEMA IS-200 Incident Command System for Initial Response Certification
  • CompTIA Network+
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Public Accountant

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