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Skills

  • Performance metrics analysis
  • Workflow planning
  • Confidential data handling
  • First Aid/CPR
  • Continuous process improvement
  • Process improvement
  • MS Office
  • Conflict resolution
  • Database administration
  • Critical Thinking Under Pressure

Work Experiences

  • Achieved a 30% reduction in dropped calls.
  • Achieved a 26% decrease in turnover.
  • Gathered and analyzed administrative cost data in order to prepare two years budgets for corporate management.
  • Tracked and recorded expenses and reconciled accounts to keep accurate, current, and compliant financial records.
  • Addressed behavior issues within the team.
  • Collaborated with the Human Resources department to create a wellness program for dispatchers, resulting in a 36% % decrease in turnover.
  • Achieved a 35% improvement in service coverage.
  • Hired, managed, developed, and trained employees, as well as set and monitor goals, conduct performance reviews, and pay employees.
  • Collaborated with the city council.
  • Conducted internal audits of emergency call logs.

Summaries

  • Achieved a Outstanding Service Award in recognition of outstanding service during a natural disaster, demonstrating expertise in high-pressure emergency coordination.
  • Team player who is methodical and detail-oriented and has expertise in quality assurance.
  • Professional in office management and administration with 2 years of experience maximizing productivity, efficiency, and service quality in a variety of settings.
  • Accelerated learning curves.
  • Achieved $7 in annual savings.
  • 911 Communications Supervisor is a multi-talented 911 Communications Supervisor who is consistently rewarded for planning and operational improvements.
  • Looking for a management position with a company in the Marketing and Communications sector.
  • Achieved a 66% reduction in delays during peak call times.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Achieved a 17% improvement in inter-agency coordination.

Accomplishments

  • Initiated data-driven decisions for the allocation of resources during complex multi-agency events, cutting average response times by 68% minutes.
  • Reduced non-critical call handling time by 31% through the implementation of an automated pre-screening system, allowing more resources for emergency situations.
  • Created and maintained a shift scheduling system based on call volume forecasting, resulting in a 71% improvement in peak hour response capacity.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Led a team of 10 dispatchers, achieving 21% improvement in response times during high-volume periods.
  • Collaborated with IT to ensure Tableau systems were updated regularly, resulting in a 79% increase in system uptime during high-stakes events.
  • Documented and resolved standard which led to framework.
  • Directed the seamless coordination among framework during a high-profile multi-agency incident, reducing response time by 78% minutes.
  • Reduced annual overtime expenses by 27% through the development of an efficient staffing strategy and optimized call forecasting models.
  • Negotiated partnerships with 14 regional emergency services, resulting in more efficient resource allocation during cross-jurisdictional incidents.

Affiliations

  • Active member of Law Enforcement Agencies Emergency Response Network Austin
  • Toastmasters
  • Certified Emergency Telecommunicator Training Lean (APCO Institute)
  • American Society of Safety Professionals
  • Freemason
  • American Medical Informatics Association
  • National Emergency Number Association (NENA)
  • Annual 911 Operators Conference process
  • Rotary International
  • Attended Dispatch Incident Management Conference method

Certifications

  • First Aid/CPR Certified
  • Certified Dispatch Manager – Association of Public-Safety Communications Officials
  • Certified Emergency Manager (CEM) - International Association of Emergency Managers (IAEM)
  • Certified Public Accountant (CPA)
  • Law Enforcement Dispatch Certification (system)
  • Cisco Certified Network Associate (CCNA)
  • APCO Public Safety Telecommunicator (PST) Certification
  • Fire and Emergency Services Critical Incident Stress Management Certification
  • Hostage Negotiation Crisis Communication Training
  • Certified Information Technology Officer (CITO) – National Emergency Number Association (NENA)

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