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Skills

  • Call documentation and reporting accuracy
  • Advanced knowledge of public safety software
  • Multi-agency coordination efforts
  • Budgets
  • Non-verbal communication analysis
  • Relationship development
  • Monitoring weather-related emergency alerts
  • Handling high call volumes efficiently
  • Customer service
  • Active listening in critical situations

Work Experiences

  • Achieved Employee of the Year from Northwind for consistent performance in aiding framework emergency response during high-volume seasons.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Calmly managed simultaneous incoming emergency calls, assessing threat levels and assigning priority codes to maximize responder efficiency.
  • Assigned priority codes.
  • Collaborated to improve shift-to-shift transition communication.
  • Achieved 48% clearance of dispatcher errors.
  • Achieved a 77% reduction in response location errors.
  • Assisted in crisis debrief meetings.
  • Corrected communication logs.
  • Created a caller triage protocol.

Summaries

  • Collaborated on developing enhanced call screening protocols.
  • Accomplished in training new team members and maintaining compliance with 2016 revised emergency communication standards, ensuring adherence to state and federal guidelines.
  • Dedicated 911 Dispatcher with 5 years of experience in the field.
  • Certified in crisis management.
  • Strengths in quality assurance and budget management backed up by Marketing and Communications training.
  • Collaborated on developing enhanced call screening protocols, reducing misclassified emergency cases by 72%, resulting in faster prioritization of critical incidents.
  • Experienced in managing emotions and remaining calm under pressure.
  • Aided responders' efficiency.
  • Extensive workflow optimization and initiative protocol training.
  • Coordinated during procedure large-scale event.

Accomplishments

  • Successfully managed communication flow for procedure community event by coordinating emergency personnel, reducing incident call response times by 4 seconds.
  • Improved multi-agency communication protocols through collaborative workshops, decreasing cross-agency turnaround times by 25%.
  • Provided real-time call support to field officers during high-risk operations, delivering precise information under pressure, which enhanced the operation's success rate.
  • Supervised 3 shift workers in the communications center, coordinating their tasks to efficiently manage incoming and outgoing emergency communications.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Leveraged knowledge of local geography and GIS tools to assist responders during natural disasters, ensuring first responders received accurate location details.
  • Collaborated with team of 15 in the development of standard.
  • Played a crucial role in disaster management planning by drafting standardized communications protocols that supported standard emergency operations.
  • Conducted quality control check on 7 emergency case reports per week, ensuring accurate logs needed for continuous emergency services improvement.
  • Worked alongside emergency management officers to revise citywide emergency response protocols, improving data relay and communication accuracy by 49%.

Affiliations

  • Medical Priority Dispatch System (MPDS) Qualified Instructors Network
  • National Public Safety Telecommunications Council (NPSTC)
  • International Critical Control Room Alliance (ICCRA)
  • De-escalation Techniques & Stress Management Trainers Association
  • National Emergency Number Association (NENA)
  • Certified Public-Safety Executive (CPSE)
  • Emergency Communications Response Development Initiative (ECRDI)
  • International Association of Administrative Professionals
  • Society of Human Resource Management
  • Association for Supply Chain Management (APICS)

Certifications

  • Certified Business Analysis Professional (CBAP)
  • Geographical Information Systems (GIS) Mapping Certification - Adobe Creative Suite
  • Certified Emergency Number Professional (CENP) - Vantage (NENA or Similar)
  • COOP (Continuity of Operations) Certification - standard
  • Incident Command System (ICS) 100, 200, 700, 800 Certification - process
  • Multi-Line Phone Systems Certification - category
  • Advanced Public Safety Telecommunicator Certification - framework
  • Google Certified Professional Cloud Architect
  • CompTIA Security+
  • Salesforce

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