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Skills

  • Multitasking under high-pressure environments
  • Budgets
  • Compliance with response protocols
  • Police and fire procedures
  • Process improvement
  • Conflict resolution in high-stress environments
  • Relationship development
  • Disaster preparedness planning
  • Operator burnout reduction strategies
  • Organization

Work Experiences

  • Cut search time by 6 minutes.
  • Assisted with inter-agency coordination efforts.
  • Assembled incident response debriefs.
  • Conducted collaborative review sessions.
  • Conducted regular post-incident reviews.
  • Contributed to a higher level of preparedness.
  • Analyzed call volume data.
  • Collaborated with category customers to determine their needs and deliver standard service.
  • Transported HubSpot to three years customer locations.
  • Consistently handled high-stress situations, managing over 13 concurrent calls during peak shifts without compromising service quality.

Summaries

  • Award-winning communicator.
  • Well-versed in determining the scope of emergencies, as well as the type of call and incident location.
  • Dispatching procedures and policies are well-understood.
  • Emergency Communications Operator is a multi-talented Emergency Communications Operator who is consistently rewarded for planning and operational improvements.
  • Extensive strategic planning and category protocol training.
  • Acknowledged for managing peak hours with precision, handling over 5 concurrent calls in fast-paced environments to maintain predictable and quick emergency response times.
  • Collaborated effectively with the team.
  • Strengths in quality assurance and performance reporting backed up by Transportation training.
  • Emergency Communications Operator with 13 years of successful performance reporting and project management experience.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.

Accomplishments

  • Facilitated cross-departmental training sessions that improved response coordination and reduced resolution time by 84% for high-severity events.
  • Played an instrumental role in updating compliance’s communication training materials, leading to a reduction in onboarding time for new employees by 40%.
  • Responded to over 12 emergency and non-emergency calls weekly, maintaining a 29% satisfaction rate for caller experience.
  • Represented the organization at standard, gaining insights that led to the implementation of framework to improve operational safety.
  • Managed internal communications during a natural disaster emergency, ensuring that Boston residents received timely public safety updates.
  • Contributed to a 52% increase in incident report accuracy with proactive adoption of a new CAD system.
  • Resolved product issue through consumer testing.
  • Managed and triaged an average of 11 incoming calls per shift, ensuring appropriate prioritization for critical cases.
  • Developed and implemented a standardized crisis protocol guide that increased response consistency across 7 emergency communication operators.
  • Trained 7 new emergency communication specialists on optimal call-handling techniques and performance best practices.

Affiliations

  • Communications Systems Specialist - Urban Area Security Initiative (UASI)
  • International Association of Administrative Professionals
  • Freemason
  • American Society of Safety Professionals
  • Elected Committee Member - Regional Public Safety Communications Green Initiative
  • International Association of Emergency Managers (IAEM)
  • Member of Crisis Text Line Volunteer Program
  • Member of Statewide Multi-Agency Coordination System (MACS)
  • International Critical Incident Stress Foundation (ICISF)
  • Attendee - Emergency Preparedness and Disaster Response Conferences

Certifications

  • Public Safety Telecommunicator I (PSTI) - program
  • Tactical Incident Dispatching Certification (TID)
  • Law Enforcement Telephone Interception (LETI) Certification
  • Introduction to Incident Command System - FEMA IS-100
  • Microsoft Certified Systems Engineer (MCSE)
  • Project Management Professional (PMP)
  • Law Enforcement Communication Operator (LECO) - Raleigh
  • Cisco Certified Network Associate (CCNA)
  • Certified Communications Unit Technician (COMT) - program
  • Association of Public-Safety Communications Officials (APCO) Certification

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