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Skills

  • Communications
  • Map reading skills
  • Regulatory compliance
  • Fleet response time management
  • Call data trend analysis
  • Call handling time reduction
  • Process improvement
  • Organization
  • Training program development
  • Emergency Drill Coordination

Work Experiences

  • Saved $12 by putting in place cost-cutting measures that addressed long-standing issues.
  • Answered 16 calls per 6 months to help customers with their questions and concerns.
  • Cut dispatcher input errors by 30%.
  • Averted escalation in 3 instances.
  • Collaborated with hospitals.
  • Coordinated emergency vehicle movements.
  • Collaborated with local fire departments.
  • Collaborated with software developers to introduce more user-friendly dispatch interfaces, cutting dispatcher input errors by 15%.
  • Analyzed call data trends.
  • Assisted in developing department-wide performance metrics.

Summaries

  • Achieved a 84% reduction in response time for emergency units.
  • 911 Dispatch Supervisor with 13 years of successful team leadership and stakeholder engagement experience.
  • Conducted call-data trend analysis.
  • 911 Dispatch Supervisor focused on quality control.
  • Achieved a 77% improvement in emergency outcomes.
  • Dedicated professional with a track record of success in assisting people in dealing with emotionally charged, life-threatening, and dangerous situations.
  • Accomplished in real-time GPS tracking software integration, leading to more accurate emergency vehicle coordination and a 74% faster response time during critical incidents.
  • Accomplished in multi-tasking.
  • Analyzed dispatcher performance metrics.
  • Experienced in managing emotions and remaining calm under pressure.

Accomplishments

  • Engineered solutions to reduce cross-agency communication delays by innovating protocols, improving emergency response workflows by 84%.
  • Utilized advanced metric to track and analyze call patterns, identifying efficiencies that increased dispatcher productivity by 59%.
  • Led communication efforts during initiative, ensuring accurate relay of emergency information to 14 different response agencies.
  • Coordinated county-wide emergency drill, managing communication and response strategies with 9 agencies, improving multi-agency response by 43%.
  • Cross-trained a team of 2 dispatchers in emergency protocols, leading to a 18% reduction in shift change delays.
  • Led shift team handling 5 emergency calls daily with a 70% improvement in efficiency through advanced dispatcher training.
  • Completed comprehensive review and overhaul of call prioritization protocols, reducing average response times by 41% over 6 months.
  • Developed and instituted a remote-response workflow that improved resource allocation, reducing non-priority call response times by 29%.
  • Resolved product issue through consumer testing.
  • Collaborated with local emergency service providers to revamp mutual aid protocols, reducing inter-agency communication issues by 62%.

Affiliations

  • International Academies of Emergency Dispatch (IAED)
  • Toastmasters
  • American Medical Informatics Association
  • Participant, Leadership in Emergency Response Symposium - 2024
  • Certified Host, Critical Incident Stress Debrief Leadership Training - 2015
  • Certified Trainer, Emergency Medical Dispatch (EMD) Program - Lean
  • Participant, FEMA Emergency Communications Preparedness Summit 2015
  • Lead Participant, Annual National 911 Dispatcher Conference 2023
  • American Society of Safety Professionals
  • Lions Club

Certifications

  • Certified Center Manager (CCM) – International Academies of Emergency Dispatch (IAED)
  • Cisco Certified Network Associate (CCNA)
  • Certified Business Analysis Professional (CBAP)
  • Certified Homeland Protection Professional (CHPP) - National Sheriffs' Association
  • Certified Public Accountant (CPA)
  • Microsoft Certified Systems Engineer (MCSE)
  • National Certified Investigator & Inspector Training Certificate – Council on Licensure, Enforcement, and Regulation (CLEAR)
  • Apple Certified Associate (ACA)
  • Certified Manager of Accreditation (CMA) – Commission on Accreditation for Law Enforcement Agencies (CALEA)
  • First Aid/CPR Certified

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