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Skills

  • Dispatch shift scheduling and coordination
  • Conflict resolution in crisis scenarios
  • Effective respondent geographical knowledge and mapping systems
  • Emergency dispatch software proficiency (e.g., Asana)
  • Dispatcher call-handling efficiency analysis
  • Insurance billing
  • Customer service
  • Administrative support
  • RFI Scanners
  • Computer-based dispatch systems

Work Experiences

  • Conducted quarterly risk assessments for dispatcher readiness.
  • Assisted in the launch of updated dispatch software.
  • Was in charge of all tasks delegated to me, including performance reporting and team leadership.
  • Management recognized me for providing outstanding customer service.
  • Site evaluations, customer surveys, and team audits were all things I did.
  • Achieved a 56% decrease in sick days.
  • Conducted quarterly risk assessments for dispatcher readiness, ensuring adherence to evolving protocols and minimizing protocol breaches.
  • Kept my metric knowledge up to date by doing process improvement and cross-functional collaboration.
  • Collaborated with top leadership to refine key performance indicators (KPIs) for dispatchers, resulting in 46% improved reporting accuracy.
  • Collaborated closely with team members to meet project deadlines, develop solutions, and deliver project requirements.

Summaries

  • Public Safety Dispatch Training Officer and team leader with 13 years of experience in initiative settings.
  • Strategic thinker with expertise in process improvement.
  • Accomplished Public Safety Dispatch Training Officer.
  • Law Enforcement and Security student seeking hands-on experience through an internship in vendor management.
  • Public Safety Dispatch Training Officer with project management and budget management abilities.
  • Public Safety Dispatch Training Officer is a hardworking and dependable Public Safety Dispatch Training Officer who excels at performance reporting and project management.
  • Communicative and team-oriented, with ServiceNow expertise.
  • Expert in initiative with a strong aptitude for improved and implemented.
  • Skilled in reading maps, understanding location details, and providing relevant updates to people in the field.
  • Metric and initiative have a proven track record.

Accomplishments

  • Integrated emotional intelligence training into the dispatcher curriculum, improving handling of distressed callers, and leading to a 60% reduction in escalated incidents
  • Piloted the implementation of dispatcher call queue monitoring tools, reducing average hold times by 4 seconds during peak periods
  • Contributed to a significant increase in national dispatch accreditation status by ensuring thorough dispatcher competency testing and skill refinement processes
  • Served as a liaison between dispatch center and emergency medical services (EMS), streamlining interagency communication and cutting emergency transfer times by 7 minutes
  • Increased new dispatcher training completion rates by 73% through the integration of customized learning modules
  • Implemented advanced crisis resolution techniques that improved team response consistency, decreasing escalation incidents by 38%
  • Reduced dispatcher stress and burnout rates by ensuring adequate probationary periods and introducing wellness initiatives
  • Monitored and evaluated dispatcher radio communications, reducing non-compliance incidents by 56% through regular coaching and feedback
  • Facilitated conflict resolution and active listening workshops, increasing dispatcher-satisfaction survey scores by 83%
  • Led a quality assurance team, analyzing 11 calls per day, leading to the identification and rectification of procedural inefficiencies

Affiliations

  • Contributor, Public Safety Training Officers Association, continuing education committee – process
  • Public Safety Dispatch Instructor, Columbus Regional Dispatch Training Consortium – category
  • Member, Association of Public-Safety Communications Officials (APCO) International – framework
  • Member, Society of Emergency Training Officers (SETO) – process
  • Participant, Tableau Software User's Group for Dispatch Systems – category
  • Member, American Society for Training and Development (ASTD) – process
  • Member, International Critical Incident Stress Foundation (ICISF) – standard
  • Emergency Communication Specialist Certification, Washington Department of Public Safety – 2023
  • Certified Crisis Negotiation Specialist, National Tactical Officers Association (NTOA) – 2018
  • Recipient, Dispatcher of the Year Award, framework – 2017

Certifications

  • CompTIA Network+
  • Threat Vulnerability Assessment Certification – Meridian
  • APCO Emergency Medical Dispatch (EMD) Instructor Certification
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Apple Certified Associate (ACA)
  • National Incident Management System (NIMS) Certification - FEMA
  • Association of Public-Safety Communications Officials (APCO) Certified Public-Safety Telecommunicator
  • Certified Public Safety Telecommunicator Supervisor (CPSTS)
  • Microsoft Certified Systems Engineer (MCSE)
  • APCO Fire Service Communications Certification

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