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Skills

  • Advanced Computer-Aided Dispatch (CAD) Operations
  • Escalation Protocols
  • Business operations
  • Call Protocol Development
  • Emergency Call Triage
  • Problem resolution
  • Basic life support understanding
  • Law Enforcement Terminology Proficiency
  • Database Management Systems (e.g., method)
  • First Aid/CPR

Work Experiences

  • Aligned call response efforts with department KPIs.
  • Alerted SWAT and tactical units to real-time threats.
  • Audited call handling.
  • Created emergency response guides for special events in Boston, helping increase overall event safety and reducing response times by 50% during incidents.
  • Boosted communication clarity.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Saved $3 by putting in place cost-cutting measures that addressed long-standing issues.
  • Had an excellent attendance record and was always on time for work.
  • Achieved compliance with process for 2022.
  • Contributed to a department-wide initiative to reduce burnout by instituting wellness protocols, improving team retention and job satisfaction rates by 43%.

Summaries

  • Comprehensive knowledge of dispatch systems and interagency coordination. Helped decrease crime in targeted areas by 59% through effective police unit deployment and situational awareness strategies.
  • Within Miscellaneous, senior Police Communication Technician and outstanding performer in strategic planning and stakeholder engagement.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Police Communication Technician with 6 years of successful quality assurance and data analysis experience.
  • Clear understanding of risk assessment and budget management as well as workflow optimization training.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Successful in maintaining caller calm and gathering necessary information to aid police and other first responder actions.
  • Contributed to a 36% increase in coverage.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.
  • Consistently reduced response times.

Accomplishments

  • Recommended and implemented a new incident logging system, which reduced inaccuracies and improved team accountability by 70%.
  • Developed a communication protocol with system, reducing cross-agency miscommunications by 52% and ensuring smooth information flow.
  • Participated in after-hours on-call rotation, ensuring continuous 24/7 coverage and timely responses to critical incidents.
  • Created a best-practices dispatch training manual, which involved input from method and reduced onboarding time for new hires by 45%.
  • Created an emergency incident flowchart that improved operator speed and accuracy during high-pressure situations, reducing the margin of error by 54%.
  • Consistently exceeded benchmark KPIs for call handling speed and accuracy, achieving a 55% error-free communication rate.
  • Introduced new dispatch procedural guidelines in partnership with operations, leading to a 51% improvement in response coordination.
  • Improved caller satisfaction rates by 67% by developing a feedback system and proactively coaching team members on identified areas.
  • Identified and resolved communication bottlenecks, improving the interdepartmental response efficiency by 46%.
  • Co-led an initiative to digitize dispatch logs, saving an estimated 5 document processing hours per month.

Affiliations

  • Fire and EMS Communications Specialist Certification – Arizona
  • E911 Emergency Communications Team Lead Program
  • Certified Emergency Dispatcher from process (CED)
  • National Tactical Officers Association (NTOA) – Communications Section
  • Toastmasters
  • Department of Transportation Emergency Communication Certification
  • Association for Computing Machinery
  • Association for Supply Chain Management (APICS)
  • Public Safety Answering Point Manager Certification from metric
  • International Association of Chiefs of Police (IACP) - Communications Section

Certifications

  • Certified Public Accountant (CPA)
  • Advanced Law Enforcement Rapid Response Training (ALERRT) Certification
  • Public Safety Answering Point (PSAP) Management Certification
  • Priority Dispatch EMD Certification
  • Law Enforcement & Emergency Services Video Association (LEVA) Certified Technician
  • High-Performance Emergency Call Handling (HPECH) Certification
  • APCO Certified Emergency Communications Specialist
  • Certified Business Analysis Professional (CBAP)
  • Law Enforcement Online Communications (LEOC) Training Certification
  • Cisco Certified Network Associate (CCNA)

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