CUSTOMER SERVICE REP., DISPATCHER, OVERNIGHT SUPERVISOR
Innovative Customer Service Manager who effectively executes process changes to improve operational efficiency. Seasoned customer service specialist with background in providing advice on diverse customer situations.
Logistics: Ten years of experience in emergency communications.
Project Management: Natural leader, often assuming leadership responsibilities.
Customer Service: Well-disciplined in multi-tasking, creating & maintaining superb business/client relations, and following up to assure quality.
Communication: Crisis management, business & technical writing, public speaking, and organizational cultures & communication. Commissioned Notary Public.
Teaching: CPR for healthcare providers, trained new emergency
dispatchers for fire/EMS, preceptor for EMTs-in-training, developed
training courses and exams for a wide array of subject matter. Guest
speaker for high school First Responder course.
Technology: Proficient in IT/networking concepts, computer design
& build, Microsoft Office Suite, Windows, Adobe, and website design
Designed multiple training courses, such as HIPAA, Sexual Harassment, and Accounts Receivable collections. Each course was developed with a 10-question quiz to verify understanding.
Customer Service Rep., Dispatcher, Overnight SupervisorMar 2016 to Nov 2016 MEDCARE TRANSPORTATION － BALTIMORE, MD
Coordinated medical transport units to meet contractual requirements.
Cleaned when needed, washed & folded ambulance linens when needed, identified issues within business and proposed fixes (many of which were implemented).
Performed vehicle maintenance when needed, prepared for the next day's appointments.
Mostly the Baltimore City area.
Light maintenance around office when issues were identified.
Wedding Officiant, Ceremonies CoordinatorApr 2011 to Current WWW.KENSWEDDINGS.COM BALTIMORE MD
Interviewed, identified wants & needs, wrote and delivered unique ceremonies.
Choreographed ceremonies, working closely with facilities coordinators, DJs & musicians, and wedding party.
Rehearsed however many times it took to get everyone ready for the ceremony, making certain to quell any fears & answer all questions completely.
Created & presented unique certificates of marriage with the license paperwork.
Emergency Communications TechnicianJul 2003 to Jun 2010 BALTIMORE COUNTY 911 CENTER － TOWSON, MD
ECT)- Trainee, ECT-I, ECT-II.
Fire/EMS dispatcher, police dispatcher.
Trained new dispatchers.
Followed protocols to ensure compliance with written policies.
Acted as supervisor when regular supervisor was not present (at least twice/week).
Completed performance evaluations on random basis (that I created), and incident reports on any incident which may have been on the news.
Education and Training
BS, Communication StudiesDecember, 2013Towson UniversityCommunication Studies 3.2 My experiences and education have taught me key skills:
*Delegation & logistics
*Supervision and management
I've also had the opportunity to chair many projects, such as:
*Created an original procedural manual.
Bachelors of Science, Communication Studies12/2013TOWSON UNIVERSITY － TOWSON, MDCommunication Studies
Advanced Public Speaking, Research Methods, Conference & Meeting Management (planning), Rhetoric, Persuasion, Business Communication, Formal Logic, business writing, crisis management, Latin, Law, The Judicial System, Fictional Writing, and others.
Associates of Arts, General Studies Psychology6/2012COMMUNITY COLLEGE OF BALTIMORE － COUNTY, MDGeneral Studies Psychology Political Science, Biology, Chemistry, Speech & Communications, Art Appreciation, Statistics, Business, Management, Supervision, History of Diseases, Geography, and many others.
Previous Certifications, Hobbies, & Volunteer Experiences: Firefighter I, EMT-B, EMS Lieutenant, NCIC Operator (US Dept. of Justice- FBI), Haz-Mat Operations, Emer. Med. Dispatcher, Emergency Communications Specialist, top ten volunteer responder - three years in a row, CPR Instructor- Healthcare Providers, leather crafting, hobby electronics- assembly & programming, detailed miniature model building, r/c airplane design & aerodynamics, woodworking, and sewing. Examples all available by request.
Customer Service Rep., Dispatcher, Overnight Supervisor
Wedding Officiant, Ceremonies Coordinator
Emergency Communications Technician
BS , Communication Studies December, 2013 Bachelors of Science , Communication Studies 12/2013 Advanced Public Speaking, Research Methods, Conference & Meeting Management (planning), Rhetoric, Persuasion, Business Communication, Formal Logic, business writing, crisis management, Latin, Law, The Judicial System, Fictional Writing, and others. Associates of Arts , General Studies Psychology 6/2012
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