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Skills

  • Inventory management
  • Insurance billing
  • Process improvement
  • Crisis communication
  • Call prioritization system development
  • Business operations
  • Police department procedures
  • Caller data accuracy and management
  • Handling complex triage situations
  • Collaborative problem resolution

Work Experiences

  • Conducted detailed performance reviews.
  • Management recognized me for providing outstanding customer service.
  • Used Jira to compile data gathered from various sources.
  • Achieved savings of $5 in overtime costs.
  • Aligned dispatcher shifts with peak demand.
  • Collaborated with local emergency services.
  • Worked with others to brainstorm new system possibilities.
  • Assisted highly stressed callers.
  • Achieved 45% faster time-to-record entries.
  • Broadened service capacity.

Summaries

  • Strategic thinker with expertise in stakeholder engagement.
  • Motivating leader who has built and managed initiative teams in the past.
  • Achieved 31% accuracy in caller data management.
  • Looking forward to taking on a new challenge with a successful team.
  • Working with stakeholders and corporate teams is a breeze for this strong relationship builder.
  • Familiar with determining the type and scope of emergencies, as well as the incident's location and other pertinent information.
  • Proficient in promoting standard by leveraging stakeholder engagement and team leadership knowledge.
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • Method and procedure have a proven track record.
  • CPA certified

Accomplishments

  • Coordinated with law enforcement units on high-risk medical emergencies, ensuring seamless communication that helped protect medical teams and reduce risk.
  • Coached less experienced dispatch staff on prioritization techniques for multi-emergency scenarios, boosting team-wide dispatch efficiency by 71%.
  • Implemented triaging protocols that differentiated high-severity cases, improving incident resolution and reducing unnecessary dispatch actions by 53%
  • Handled 8 daily emergency calls, maintaining attention to detail and prioritization, consistently resulting in accolades from the command center.
  • Implemented new tracking measures that improved operational transparency, allowing the supervisory team to monitor ongoing cases in real time.
  • Improved internal company dispatch communication protocols, resulting in a 60% decrease in misrouted EMS units.
  • Developed comprehensive training materials for new hires, contributing to 42% faster onboarding and reducing training errors by 15%
  • Created a daily reporting system analyzing dispatch trends, which was adopted team-wide, increasing awareness and improving weekly dispatch accuracy by 54%.
  • Exceeded emergency response key performance metrics for 2023, responding to incidents 11 minutes faster than the organization’s target.
  • Utilized tracking metrics from dispatch calls to develop improvements in caller hold times, reducing average hold periods by 6%

Affiliations

  • Attended the Medical Dispatch Leadership Conference in 2015, gaining insights on workflow enhancements
  • Certified in Emergency Medical Dispatch (EMD) from an accredited Brightline
  • Completed Incident Command System (ICS) course with FEMA (Federal Emergency Management Agency)
  • Engaged with The Communication Center Manager Program for leadership in dispatch operations
  • Associate of the Society of Critical Care Medicine (SCCM), focusing on emergency response coordination
  • Completed membership training via the National Registry of Emergency Medical Technicians
  • Affiliate, National Emergency Number Association (NENA)
  • Formalized partnership with local paramedic services for continuous dispatch training and education
  • Received professional development training through the College of Emergency Dispatch
  • Associate member of the Association of Public-Safety Communications Officials (APCO) International

Certifications

  • CompTIA Network+
  • SHRM Certified Professional (SHRM-CP)
  • Cisco Certified Internetwork Expert (CCIE)
  • APCO Certified Public-Safety Telecommunicator
  • ServSafe
  • APCO Emergency Medical Dispatch Quality Assurance Reviewer
  • Project Management Professional (PMP)
  • National Incident Management System (NIMS) Certification
  • Apple Certified Associate (ACA)
  • Microsoft Certified Systems Engineer (MCSE)

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