Operations Manager Resume Example

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Jessica Claire
, , 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - -

Results-driven public safety professional with an 11-year progressive career in 9-1-1 operations, employee development and team building. Highly adept in planning, coordinating and executing successful projects and performance expectations. Track record of improving operational stability and efficiency through effective leadership tactics and cutting-edge technologies. Strong collaborator with senior stakeholders, effectively prioritizing activities, translating business requirements into solutions and achieving defined objectives.

Skills and Technologies
  • Microsoft Office: Word, PowerPoint, Excel, Outlook, OneNote, Sharepoint
  • Hexagon 9.2 CAD
  • Hexagon OnCall Cloud-based CAD
  • Vesta and Vesta Analytics
  • Motorola P25 radio and Tait portable radios
  • NICE Recorder
  • RapidDeploy RadiusPlus
  • RapidSOS
  • PowerDMS
  • AlertMedia
  • Aladtec scheduling
  • Guardian Tracking
  • Working knowledge of the Internet, computers, and social media outlets
  • CPR and First Aid Certified
  • Relationship Development
  • Policies and Procedures Implementation
  • Contract Review and Recommendations (RadiusPlus and Vesta)
06/2019 to Current
Operations Manager First Transit Hudson, MA,
  • Served as Acting Operations Manager after only being with the County for a year and eventually permanently promoted to Operations Manager.
  • Directed day-to-day operations by spearheading implementation of policy, procedure, and new technologies to improve workflow efficiency and keep up with industry best practices.
  • Conducted performance reviews providing coaching and feedback to benefit both company and employee.
  • Assessed, optimized and elevated operations to improve and maintain professional relationships.
  • Managed daily operations, including supervising 4 floor supervisors and 4 administrative staff, consisting of a data coordinator, CALEA accreditation coordinator, QA coordinator and training coordinator.
  • Trained, mentored and supported high-performing team, providing regular performance review, feedback and coaching in deficient areas.
  • Project manager for implementing RadiusPlus and core team member in developing cloud-based CAD and P25 radio system.
  • Monitored techinical problems as it related to Vesta, CAD and P25 radio; worked with the corresponding personnel from each respective system to resolve issues quickly.
05/2018 to 06/2019
Captain Centerline Logistics Alameda, CA,
  • Managed 8 dispatchers while delegating job assignments, tracking quality assurance, processing timecards, monitoring 9-1-1 calls and radio traffic, and coaching to resolve issues to maximize productivity.
  • Handled emergency phone calls calmly and obtained pertinent information with composed approach.
  • Prioritized responses to public emergency and non-emergent calls to promptly dispatch beach patrol, fire and EMS while tracking data in real-time.
  • Maintained workplace safety by involving employees in order to maximize engagement and team morale.
  • Served as point of contact for upper-level management and other agency supervisors on subjects including errors, improvements and recognitions by applying customer service and interpersonal skills.
  • Used Vesta and Hexagon CAD to input and manage emergency call information with the integrated use of ProQA in police, fire and medical disciplines.
06/2010 to 05/2018
Lead Dispatcher Firstgroup Plc Hamden, CT,
  • Handled emergency phone calls calmly and obtained pertinent information with composed approach.
  • Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
  • Dispatched emergency calls to relevant fire, medical, and law enforcement personnel depending on individual call situations and policy.
  • Motivated and encouraged team members to communicate more openly and constructively with each other.
  • Found solutions to problems or discrepancies directly correlated to dispatch.
  • Enter and validate confidential paperwork for several law enforcement agencies.
  • Trained new employees, created monthly training, and provided input for policy and procedure.
  • Oversaw day-to-day operations while supervising 3-5 employees.
Education and Training
Expected in 05/2008
Bachelor of Arts: Elementary Education, General Studies
University Of Sioux Falls - Sioux Falls, SD,
Expected in 03/2007
Certification: Coaching
Kirkwood Community College - Williamsburg, IA,
Expected in
: Computer Science, General Studies
Iowa State University - Ames, IA,




IAED EMD, EFD, EPD Certified - Graduated High Honors EPD, EFD

NENA Center Supervisor Certification

NENA SOP Development Class

PSTC CTO Certified

AWR-209 Working with the Media: A Course for Rural Responders

ICS 100, 200, 232, 317, G-300, G-400, 405, 700, 800, 802

2015 Iowa Team Telecommunicator of the Year Member

Committed to being a lifelong learner and will continue to learn and teach every aspect of public safety, leadership and NG9-1-1 technologies

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Resume Strength

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Resume Overview

School Attended
  • University Of Sioux Falls
  • Kirkwood Community College
  • Iowa State University
Job Titles Held:
  • Operations Manager
  • Captain
  • Lead Dispatcher
  • Bachelor of Arts
  • Certification
  • Some College (No Degree)