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Skills

  • MS Office
  • Customer service
  • Critical Thinking & Decision-Making
  • Supervision
  • Emergency dispatch coordination
  • Industry Compliance in Emergency Protocols
  • Client Relations & Caller Complaint Management
  • Standard equipment
  • Public safety management
  • Emergency Response Process Documentation

Work Experiences

  • Applied effective conflict management.
  • Created a performance tracking model that boosted average dispatcher productivity by 73% leading to a quarterly bonus incentive plan.
  • Achieved 75% alignment in emergency protocols.
  • Read the system maps and caller information, and I entered all of the information into the system.
  • Collaborated with metric teams to create an updated geographic response map that enhanced unit dispatch accuracy across Boston.
  • Answered 17 calls per two years to help customers with their questions and concerns.
  • Saved $3 by putting in place cost-cutting measures that addressed long-standing issues.
  • Collaborated with program teams.
  • Achieved results in their first the past year.
  • Decreased caller complaints by 16%.

Summaries

  • Experienced in managing emotions and remaining calm under pressure.
  • Achieved an incident resolution rate of 24%.
  • Consistently applied critical-thinking skills in high-stress situations, ensuring each call was effectively prioritized for rapid, life-saving intervention.
  • Collaborated with police, fire departments, and EMTs.
  • Clear understanding of workflow optimization and data analysis as well as quality assurance training.
  • Extensive process improvement and standard protocol training.
  • Achieved a 48% increase in ER unit routing accuracy.
  • Achieved response time objectives.
  • Strategic planning geography and streets are familiar to me.
  • Collaborated with framework teams to redesign geographic response maps, enhancing dispatch accuracy and resource deployment across Chicago.

Accomplishments

  • Effectively triaged and prioritized 7 emergency calls daily, improving the handling time for critical events by 73%.
  • Facilitated the resolution of 9 emergency system outages within 18 months, ensuring uninterrupted support for 24/7 response teams.
  • Developed new standard operating procedures for inter-agency communication, reducing dispatch errors by 77%.
  • Resolved 9 system downtimes in three years, maintaining constant coverage for all emergency lines.
  • Reduced average response time by 29% by enhancing real-time geographic awareness through advanced mapping technology.
  • Implemented call prioritization strategies that saw a 71% increase in response to life-threatening emergencies.
  • Played a key role in the implementation of method, resulting in a 15% improvement in inter-agency response collaboration.
  • Collaborated with team of 4 in the development of category.
  • Partnered with field officers to improve handling of high-priority cases, leading to a 30% decrease in protocol breaches under pressure.
  • Designed a dispatcher response board system, decreasing conflicting resource allocation by 73% during multi-crisis situations.

Affiliations

  • Telecommunicator Emergency Response Taskforce (TERT)
  • National EMS Safety Council Member
  • Disaster Response Task Force Leader
  • Project Management Institute
  • National Tactical Officers Association (NTOA) Member
  • Lions Club
  • Member of the International Critical Incident Stress Foundation (ICISF)
  • American Marketing Association
  • International Academies of Emergency Dispatch (IAED)
  • Association for Supply Chain Management (APICS)

Certifications

  • Emergency Medical Dispatcher (EMD) Certification 2022
  • Certified Dispatcher Performance Coach (DPC) by Northwind
  • CompTIA Security+
  • Association of Public-Safety Communications Officials (APCO) Fire Service Communications Certification
  • CompTIA A+ Technician
  • Salesforce
  • Certified Communications Center Supervisor (CCCS) by Cedar Works
  • Advanced Emergency Medical Dispatcher (AEMD) Certification
  • Registered Public-Safety Leader (RPL) by APCO International
  • Incident Dispatcher Certification by NENA

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