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Skills

  • Team building
  • Map reading skills
  • Proficient in process
  • Law enforcement dispatch procedures
  • Active listening and caller engagement
  • Organization
  • Regulatory compliance
  • Problem resolution
  • Business operations
  • Emergency response time optimization

Work Experiences

  • Coordinated during simultaneous emergency responses.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Created an in-house training program.
  • Assisted in the successful management of criminal incidents involving high-risk situations, providing critical real-time updates to teams based on caller input.
  • Achieved seamless interaction during critical operations.
  • Looked for industry trends on social media and through online sources.
  • Answered 13 calls per the past year to help customers with their questions and concerns.
  • Designed efficient call triaging procedures that reduced average call hold times by 79% while maintaining caller satisfaction levels.
  • Determined deployment needs.
  • Collaborated with law enforcement personnel.

Summaries

  • Experienced in managing emotions and remaining calm under pressure.
  • Reads maps, comprehends tracking information, and provides field personnel with timely updates.
  • Strengths in team leadership and stakeholder engagement backed up by Miscellaneous training.
  • Adept at complex problem-solving.
  • Achieved a 43% decline in misrouted emergency calls.
  • Collaborated with law enforcement on field operations.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the method business.
  • Conducted efficient situational assessments.
  • Dedicated professional with a track record of success in assisting people in dealing with emotionally charged, life-threatening, and dangerous situations.
  • Adept at complex problem-solving scenarios, enabling quick dispatch decisions in emergency situations. Reduced average dispatch time by 33% through optimized real-time call handling.

Accomplishments

  • Obtained OSHA in crisis call handling, enhancing ability to effectively manage high-pressure situations with precision.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Leveraged conflict de-escalation skills to manage high-stress caller situations while ensuring accurate relay of information to responding units.
  • Logged an average of 8 emergency calls per shift, maintaining a 53% accuracy rate in dispatching.
  • Collaborated with team of 11 in the development of metric.
  • Identified gaps in communication processes and assisted in streamlining the protocol for multi-agency emergency response, reducing errors by 17%.
  • Decreased miscommunication between agencies by 82% through the introduction of a unified language and code system across dispatch channels.
  • Handled an influx of emergency calls during natural disaster events, coordinating the timely dispatch of resources to 11 impacted areas within set time limits.
  • Developed and standardized a rapid response unit engagement protocol, reducing on-scene arrival times by 59% minutes.
  • Maintained call dispatch accuracy for 4 consecutive weeks with zero critical errors or delays during high-stress emergency incidents.

Affiliations

  • International Public Safety Dispatcher Association (IPSDA)
  • Jaycees
  • International Association of Administrative Professionals
  • Society of Human Resource Management
  • Advanced Public Safety Dispatch Techniques Training Deputy
  • Toastmasters
  • Professional Development Series Certification for Public Safety
  • Freemason
  • Police Officer Standards and Training (POST) Program
  • Co-organizer of Community Engagement Program (CEP)

Certifications

  • Incident Command System (ICS) Certification - initiative
  • APCO Fire Service Communications Course - Association of Public-Safety Communications Officials (APCO)
  • Enhanced 911 (E911) System Certification - procedure
  • SHRM Certified Professional (SHRM-CP)
  • Certified Dispatcher Training Program - procedure
  • Emergency Medical Dispatch (EMD) Recertification - International Academies of Emergency Dispatch (IAED)
  • Salesforce
  • Project Management Professional (PMP)
  • Certified 911 Dispatcher (NG911) - method
  • First Aid/CPR Certified

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