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Skills

  • Customer service
  • Crisis management
  • Conflict Resolution in High-Pressure Situations
  • Fire department coordination
  • Project organization
  • Invoice generation
  • Basic life support knowledge
  • Efficient decision-making in emergencies
  • First Aid/CPR
  • Administrative support

Work Experiences

  • Management recognized me for providing outstanding customer service.
  • Prioritized responses to public emergency and non-emergency calls so that police, fire, and EMS could be dispatched quickly and data could be tracked in real time.
  • Assisted in developing new standard operating procedures for dispatch.
  • Contributed solutions to streamline agent response actions.
  • Adopted protocol across logistics.
  • Used Salesforce to compile data gathered from various sources.
  • Contributed to life-saving interventions in over 6 incidents.
  • Contributed to a 42% reduction in non-critical service utilization.
  • Collaborated closely with team members to meet project deadlines, develop solutions, and deliver project requirements.
  • Achieved results within 18 months.

Summaries

  • With a team-oriented mentality, highly organized, proactive, and punctual.
  • Multilingual and fluent in German and Japanese, with a strong grasp of cultural differences.
  • Looking for a long-term job with the program system.
  • Emergency Communications Dispatcher and team leader with 2 years of experience in procedure settings.
  • Proficient in promoting process by leveraging budget management and workflow optimization knowledge.
  • With hands-on experience, eager to learn new skills and advance knowledge.
  • Transportation student seeking hands-on experience through an internship in data analysis.
  • Active leader with excellent communication and collaboration skills.
  • Working with stakeholders and corporate teams is a breeze for this strong relationship builder.
  • Knowledge of Jira in depth, as well as budget management and quality assurance abilities.

Accomplishments

  • Processed and relayed critical, real-time information during natural disaster events, ensuring that responders arrived at the scene 10 minutes faster.
  • Developed an internal best practices guide for dispatchers on handling high-intensity crisis calls, reducing errors by 79% within 2024.
  • Enhanced response efficiency by developing a quick-reference communication guide, reducing dispatch errors by 50%.
  • Handled 11 monthly emergency calls with exceptional clarity and professionalism, regularly exceeding performance benchmarks set by management.
  • Managed radio dispatch during mass casualty incidents, successfully coordinating with multiple agencies and maintaining uninterrupted communication throughout.
  • Championed the integration of SMS-to-911 communication technology across the department, improving service accessibility for the hearing-impaired community.
  • Developed and executed emergency prioritization techniques, navigating multiple high-priority circumstances and ensuring appropriate deployment of resources.
  • Implemented and automated real-time statistical reporting for dispatcher call handling efficiency, providing system with insights on resource allocation.
  • Monitored and logged quality control for call-handling processes, improving accuracy rates and overall emergency delivery performance by 32%.
  • Frequently praised for de-escalating emotionally heightened callers, enhancing overall caller satisfaction by 59%.

Affiliations

  • Member of the International Public Safety Association (IPSA), focusing on improving public safety communications and interoperability.
  • Affiliated with the Emergency Dispatch Quality Improvement (ED-Q) program for continuous improvement in call-handling efficiency.
  • Member of the National Emergency Number Association (NENA), actively contributing to advancements in emergency dispatch systems.
  • Served on the Chicago Emergency Operations Committee, contributing to the creation of action plans for large-scale disaster events.
  • Received the Telecommunicator Emergency Response Taskforce (TERT) certification, trained to provide dispatch support in large-scale disasters.
  • Received certification as an Emergency Communications Nurse (ECNS) in 2022, specializing in telephone medical triage.
  • Completed the APCO Communications Training Officer (CTO) program in 2021, enhancing skills in training new dispatchers.
  • CPR and First Aid Certified by framework, prepared to provide essential life-saving guidance during emergency calls.
  • Affiliated with the 911 National Emergency Communications Workforce Coalition, committed to enhancing dispatcher training programs nationwide.
  • Member of the Emergency Medical Dispatcher (EMD) Certification Association, demonstrating commitment to excellence in medical emergency dispatch.

Certifications

  • Cisco Certified Internetwork Expert (CCIE)
  • National Emergency Number Association (NENA) Emergency Number Professional (ENP)
  • Certified Emergency Communications Professional (CECP) – Harbor & Co.
  • Basic Telecommunications Operator Certification – Ironclad Systems 2019
  • Basic Law Enforcement Communications Certification (BLEC) – Vantage
  • Association of Public-Safety Communications Officials (APCO) Certified Public-Safety Telecommunicator
  • First Aid/CPR/AED Instructor Certification (Ironclad Systems)
  • CompTIA A+ Technician
  • Certified Business Analysis Professional (CBAP)
  • Cisco Certified Network Associate (CCNA)

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