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Skills

  • Map reading skills
  • Minimizing risk during high-stress calls
  • Information intake
  • Team management
  • Problem resolution
  • Organization
  • Caller reassurance in panic situations
  • Clear and concise verbal communication
  • Customer service
  • Cross-Agency Collaboration

Work Experiences

  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Awarded Innovation Award for Excellence in Crisis Management for handling over 17 critical emergencies with zero response delays.
  • Allocated resources effectively in natural disasters.
  • Increased productivity by ensuring prompt emergency response with no delays in service delivery.
  • Oversaw the delivery of standard project by framework team, which resulted in metric.
  • Conducted daily briefings with dispatch and field operators.
  • Decreased mock casualty rates.
  • Read the system maps and caller information, and I entered all of the information into the system.
  • Collaborated regularly with system to deliver cohesive responses during multi-agency emergencies.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.

Summaries

  • Dedicated professional with a track record of success in assisting people in dealing with emotionally charged, life-threatening, and dangerous situations.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Extensive risk assessment and framework protocol training.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the standard business.
  • 911 Call Taker with 16 years of successful budget management and team leadership experience.
  • Conducted peer call reviews.
  • Experienced in managing emotions and remaining calm under pressure.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Analyzed call recordings.
  • Adept at engaging with field units and adjusting response strategies in real-time, minimizing the impact of dynamic crises by 71%.

Accomplishments

  • Documented and resolved metric which led to framework.
  • Contributed to cross-departmental training programs in public safety communication protocols, increasing new-hire efficiency by 75%.
  • Actively engaged in emergency simulations and debriefs, providing valuable insights that helped shift operational policies and reduce error rates by 34%.
  • Collaborated with law enforcement, fire departments, and EMS operators to coordinate rapid emergency response, reducing average response times by 74%.
  • Utilized enhanced data analysis to predict high-call volume periods, allowing for the realignment of call taker shifts, which reduced wait times by 82%.
  • Improved caller outcomes by identifying enhanced protocols for mental health emergencies, resulting in 46% more positive resolutions.
  • Reviewed and reformed weak points in communication with first responders, leading to 43% reduction in miscommunication during emergencies.
  • Answered an average of 9 emergency calls per day, maintaining a calm and professional demeanor during high-stress situations that resulted in a 31% increase in caller satisfaction.
  • Resolved product issue through consumer testing.
  • Participated in city-wide emergency response drills, recommending process changes that improved inter-agency collaboration and system efficiency by 64%.

Affiliations

  • National Association of Social Workers
  • Certified in Emergency Medical Dispatch, through framework
  • Columbus Emergency Management Association (EMA)
  • Member of the Emergency Alert System (EAS) Development Panel
  • Certified Storm Spotter for National Weather Service (NWS)
  • Freemason
  • American Marketing Association
  • American Heart Association (AHA) CPR and First Aid Certification
  • National Emergency Number Association (NENA)
  • Jaycees

Certifications

  • Public Safety Telecommunicator (PST) Certification by APCO
  • Advanced Call Handling Certification from Meridian
  • Criminal Justice Information Services (CJIS) Security Training
  • Emergency Medical Dispatcher (EMD) Certification
  • First Aid/CPR Certified
  • Automated External Defibrillator (AED) Certification
  • Domestic Violence Awareness Training
  • Certified Public Accountant
  • Google Certified Professional Cloud Architect
  • Telecommunications Essentials for First Responders Certification

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