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Skills

  • Team management
  • Geographical knowledge of Atlanta
  • Call center reporting systems
  • Emergency response coordination
  • Operational improvement
  • Effective communication under stress
  • Incident Resolution
  • Customer service
  • Emergency dispatch systems
  • Front desk operations

Work Experiences

  • Addressed service needs for corporate clients.
  • Collaborated with external agencies and departments, ensuring coordinated responses to safety incidents across Raleigh.
  • Achieved a satisfaction rating of 37%.
  • Contributed to a 20% increase in successful rescues.
  • Achieved results within the past year.
  • Achieved a 68% reduction in response times.
  • Collaborated with operations to implement a post-call analysis process.
  • Adjusted staffing schedules.
  • Looked for industry trends on social media and through online sources.
  • Put callers in touch with the appropriate professional, department, or company.

Summaries

  • Helpful telephone operator who can provide inquiring customers with accurate and detailed information.
  • Achieved a 54% improvement in productivity reports.
  • Clear understanding of cross-functional collaboration and stakeholder engagement as well as workflow optimization training.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Experienced with switchboards with up to 3 employees.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved 73% compliance success.
  • Collaborative Call Center Dispatcher.
  • Collaborative Call Center Dispatcher skilled in cross-functional communication, driving response time improvements across the Northeast by coordinating with field teams and reducing wait times by 12 minutes.

Accomplishments

  • Spearheaded the use of automated messaging systems to notify clients of wait times, reducing inbound follow-up calls by 51%.
  • Increased same-day customer appointment scheduling by 77% through proactive employment of GPS-based dispatch systems.
  • Reduced operational costs by $5 annually by optimizing the dispatch process and integrating new routing tools.
  • Recognized for top performance in handling emergency calls, receiving a President's Club for efficiently guiding callers during critical situations.
  • Exceeded department targets for client response time, reaching an average response time of 3 seconds under the allotted benchmark.
  • Proactively identified potential service delays, leading to a 35% decrease in client-reported dissatisfaction in three years.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Maintained accurate and real-time data entry, resulting in a 32% enhancement in team-wide reporting accuracy.
  • Documented and resolved framework which led to standard.
  • Configured the telephone system to route calls more effectively, reducing average wait times and abandonment rates by 20%.

Affiliations

  • Association for Computing Machinery
  • National Association for Professional Development (NAPD) - Attended seminars on continuous process improvement for dispatch operations.
  • American Society of Safety Professionals
  • Association of Information Technology Professionals
  • Society of Women Engineers
  • Global Dispatch Coordination Forum - Shared innovative insights about cost reduction in day-to-day dispatch operations.
  • Society of Human Resource Management
  • Healthcare Call Center Association (HCCA) - Attended health-specific dispatcher seminars to support medical coordination efforts.
  • National Association of EMS Dispatchers (NAED) - Completed Lean accredited courses in emergency dispatch.
  • Professional Association for Resilience in Emergency Services - Active participant in resilience-building for teams under crisis situations.

Certifications

  • Salesforce
  • Certified Dispatcher for Non-Emergency Services (CDNS)
  • Google Certified Professional Cloud Architect
  • Emergency Medical Technician (EMT) Certification
  • Apple Certified Associate (ACA)
  • Microsoft Productivity Software Certification (Word, Excel, Outlook)
  • CPR, AED, and First Aid Certification through procedure
  • Certified Public Accountant (CPA)
  • Certified Customer Service Representative (CCSR)
  • National Incident Management Systems (NIMS) Certification

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