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Skills

  • Conflict mediation
  • Conflict de-escalation techniques
  • Process improvement
  • Emergency Call Triage
  • Mentorship and peer coaching
  • Quality Assurance in Call Handling
  • Computer-aided dispatching
  • Employee Onboarding Acceleration
  • Live dashboard monitoring for call operations
  • Budgets

Work Experiences

  • Coordinated resources across system.
  • Achieved a 68% reduction in escalations.
  • Looked for industry trends on social media and through online sources.
  • Created FAQs to assist agents.
  • Contributed to a 82% increase in overall efficiency.
  • Analyzed call center analytics.
  • Accurately relayed critical information.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Consistently exceeded call resolution targets.
  • Transported Tableau to 6 months customer locations.

Summaries

  • Achieved 16% reduction in escalations.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Collaborative and analytical professional.
  • Costs were consistently reduced while profits were increased.
  • Clear understanding of workflow optimization and client relations as well as workflow optimization training.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved workflow optimizations.
  • Strengths in performance reporting and project management backed up by Miscellaneous training.
  • Consistently improved key metrics.
  • Within Miscellaneous, senior Communications Center Specialist and outstanding performer in workflow optimization and performance reporting.

Accomplishments

  • Resolved product issue through consumer testing.
  • Designed and launched a call-review feedback system that improved agent performance by 23% within several months.
  • Facilitated daily call center operations during critical incidents, overseeing call routing and ensuring priority calls were efficiently handled within procedure.
  • Worked closely with emergency dispatch teams to decrease the average time spent per incident call by initiative%.
  • Reduced high-priority response times across Austin by standardizing cross-team communication protocols between various emergency services.
  • Developed a real-time monitoring dashboard that improved management’s ability to track performance metrics, improving team-wide response times by 51%.
  • Designed a shift schedule that optimized staffing resources, reducing communication center operating costs by 76% while improving response times.
  • Initiated performance review cycles for communication center staff, strengthening key metrics such as speed of response and caller satisfaction by 21%.
  • Led pilot tests for new call-routing software, increasing average agent productivity by 67% within the first two years.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Affiliations

  • Rotary International
  • Incident Command System (ICS) Certification 2015
  • Statewide Public Safety Dispatcher Liaison Program Phoenix
  • National Fire Protection Association (NFPA) for Communications Professionals
  • Association for Supply Chain Management (APICS)
  • Toastmasters
  • Certified Emergency Services Dispatcher Six Sigma
  • Association of Information Technology Professionals
  • Telecommunications Certification Organization Miscellaneous
  • International Association of Emergency Managers (IAEM)

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Telecommunications Master by initiative
  • Incident Command System (ICS) Certification by FEMA
  • SHRM Certified Professional (SHRM-CP)
  • Microsoft Dynamics 365 Customer Service Certification by Microsoft
  • Call Center Operations Specialist by standard
  • Certified Information Privacy Professional (CIPP/US) by IAPP
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Emergency Number Professional (ENP) by National Emergency Number Association (NENA)
  • Salesforce

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