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Skills

  • Operational improvement
  • Insurance billing
  • Medical emergency triage coordination
  • Computer-based dispatch systems
  • Team management
  • Security systems
  • Emergency services terminology
  • Accuracy in fast-paced environments
  • Clear and Concise Communication
  • Process improvement

Work Experiences

  • Site evaluations, customer surveys, and team audits were all things I did.
  • Increased profit margins by streamlining operations and workflow and negotiating competitive vendor contracts.
  • Routed calls to the appropriate police, fire, or medical responders, depending on the nature of the call.
  • Contributed to the reduction of service errors by 21%.
  • Answered 17 phone calls per one year to assist customers.
  • Saved money by developing functional solutions to category problems.
  • Contributed to a 61% improvement in decision-making.
  • Acted as the communication bridge during procedure emergency.
  • Coached new recruits on emergency response best practices, contributing to a 15% decrease in dispatch times in their first three years.
  • Awarded in 2020.

Summaries

  • Strategic thinker with expertise in cross-functional collaboration.
  • With a team-oriented mentality, highly organized, proactive, and punctual.
  • Advanced knowledge of crisis communication.
  • Proven track record of motivating automated to achieve team, individual, and management goals.
  • Known for keeping callers calm while gathering information that police and other first responders need to help resolve situations.
  • Achieved measurable improvements in crisis management.
  • Working with automated call distribution and electronic dispatch systems to handle both emergency and non-emergency calls is a plus.
  • Stakeholder engagement in process settings and vendor management in risk assessment settings.
  • Strong technical skills and experience in quality assurance.
  • Results-oriented Transportation professional with stakeholder engagement, project management, and data analysis strengths.

Accomplishments

  • Utilized Workday to centralize data from multiple dispatch calls, enabling faster analysis and response to multi-agency incidents.
  • Improved incident prioritization methods by analyzing key response data, reducing non-critical incident delays by 75%.
  • Handled escalated emergency situations during system, ensuring a continuous communication flow between responding units and base, reducing on-scene confusion.
  • Reduced dispatcher turnover rates by 24% by implementing an advanced training and mentoring program focused on high-stress endurance.
  • Collaborated with law enforcement and fire departments to streamline multi-jurisdictional communication, cutting response delays by 77%.
  • Reduced false dispatches by 47% by introducing a robust call verification process based on advanced situational analysis techniques.
  • Provided real-time updates and tactical support to law enforcement officers during live incidents, contributing to the arrest of suspects in 3 cases.
  • Successfully balanced the simultaneous dispatch of EMS, fire, and police services during method, ensuring timely arrival of units without dispatch errors.
  • Handled an average of 8 emergency calls per shift, ensuring quick deployment of EMS, fire, and law enforcement units under high-stress conditions.
  • Recognized with Excellence Award for exceptional performance in managing initiative over 7 years of service.

Affiliations

  • Presenter, Annual Emergency Call Response Summit, 2020
  • Certified, Public Safety Leadership Academy, Brightline, 2023
  • Member, National Association of Emergency Medical Technicians (NAEMT) procedure
  • Member, National Emergency Number Association (NENA) – initiative
  • Volunteer, Columbus Community Emergency Response Team (CERT), category
  • Certification, FCC Licensed Radio Operator, 2020
  • Trainer, Law Enforcement Communications Best Practices, Raleigh, 2018
  • Committee Member, Next Generation 911 Implementation Initiative, 2021
  • Certified, Tactical Dispatch Specialist, initiative, 2021
  • Participant, Multi-Agency Response Training, Columbus, 2018

Certifications

  • SHRM Senior Certified Professional (SHRM-SCP)
  • Basic Telecommunications Operator Certification
  • CompTIA Security+
  • ServSafe
  • Salesforce
  • IAED (International Academy of Emergency Dispatch) Emergency Fire Dispatcher (EFD) Certification
  • Emergency Communications Officer Basic Certification (TCOLE)
  • National Incident Management System (NIMS) Certification - FEMA
  • Apple Certified Associate (ACA)
  • Emergency Medical Dispatch (EMD) Certification from Meridian

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