Summary
Overview
Work History
Education
Skills
LANGUAGES
Certification
Timeline
Generic

ALEXANDRIA GONZALEZ

PORT ORANGE

Summary

Experienced customer service professional with over 8 years of emergency response and customer service experience. Demonstrates strong leadership and crisis management skills, utilizing advanced telecommunication and computer systems for effective communication and coordination. Committed to fostering teamwork and providing excellent service through thorough training of new team members.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Telecommunications Operator

Cornell University
02.2020 - 10.2024
  • Answered emergency and non-emergency calls in a timely and professional manner
  • Provided accurate information to callers, including location details, nature of the incident, and necessary assistance
  • Dispatched appropriate emergency services based on the nature of the call and established protocols
  • Maintained composure during high-stress situations, ensuring effective communication with callers and emergency responders
  • Utilized computer-aided dispatch (CAD) systems to accurately record caller information and dispatch units accordingly
  • Utilized active listening techniques to gather accurate information from callers and provide appropriate assistance
  • Maintained a calm demeanor while dealing with distressed or agitated callers
  • Assisted in training new telecommunicators on call handling procedures and system operations
  • Served as a reliable point of contact between field units/first responders and the public
  • Maintained accurate logs detailing all incoming/outgoing communications related to incidents handled
  • Managed high call volumes effectively by prioritizing urgent matters while maintaining professionalism on every call
  • Handled Ancillary Duties; Sealed Records, Court Documents, Warrant Information, Hunting Permits, PNG Orders, & Criminal History Inquiries
  • Receptionist experience/ front desk operations
  • Coordinated with technical teams to resolve network issues, fostering a seamless operational environment
  • Hiring board/developmental planning experience
  • CTO certified experience

Target Team Member

Target
05.2018 - 02.2020
  • Provided exceptional customer service by promptly addressing and resolving customer issues and concerns
  • Assisted customers with product selection, order placement, and tracking shipments
  • Processed returns and exchanges according to company policies and procedures
  • Developed strong product knowledge to effectively answer customer questions and provide recommendations
  • Trained new team members on company policies, procedures, and best practices for delivering excellent customer service
  • Demonstrated strong conflict resolution skills by successfully de-escalating tense situations with upset customers

Cornell Auxiliary

Cornell University
10.2018 - 04.2019
  • Patrolled assigned areas to ensure the safety and security of premises
  • Collaborated with law enforcement agencies during investigations and provided necessary information or evidence as required
  • Implemented access control measures by verifying identification credentials of individuals entering restricted areas
  • Provided excellent customer service by assisting visitors with directions, inquiries, and general assistance as needed
  • Detected potential security vulnerabilities through routine inspections and recommended appropriate preventive measures
  • Maintained a safe environment during large-scale events attended by XX+ attendees

Wegmans Cashier

Wegmans Food Markets
10.2016 - 05.2018
  • Processed customer transactions accurately and efficiently, handling cash, credit cards, and electronic payments
  • Maintained a balanced cash drawer at all times, reconciling discrepancies promptly
  • Maintained confidentiality of sensitive financial information during transactions
  • Suggested alternative products when requested items were out of stock
  • Developed rapport with regular customers by remembering their preferences and providing personalized service
  • Ensured cleanliness and organization of the checkout area, including bagging items properly and restocking supplies as needed
  • Collaborated with other departments such as receiving or merchandising teams to ensure efficient operations

Education

Associate's Degree - Criminal Justice

Tompkins Cortland Community College
Dryden, NY
05.2019

High School Diploma - undefined

Dryden Central School District
Dryden, NY
06.2018

Skills

  • Law Enforcement
  • Time Management
  • Telecommunications
  • Customer Service
  • Typing
  • Leadership
  • Phone Etiquette
  • Security
  • Computer Skills
  • Microsoft Excel
  • Crisis Management
  • Dispatch Operations
  • Emergency Response
  • Multi-tasking
  • Team Training
  • Customer Engagement
  • Technical Support
  • Logistics Coordination
  • Conflict Mediation
  • Analytical Thinking
  • CAD- Computer Aided Dispatch; Spillman
  • Sharepoint
  • Microsoft Word
  • Peoplesoft
  • Sealed Records
  • Criminal History Inquiries
  • Ejustice

LANGUAGES

English (Native)
Native or Bilingual
Spanish (Novice)
Elementary

Certification

  • Communications Center Supervisor
  • Communications Training Officer
  • Basic Life Saving
  • AED/CPR
  • Public Safety Telecommunicator 1
  • Public Safety Dispatcher II
  • Public Dispatcher I
  • Crisis Negotiations
  • Fundamentals of Tactical Dispatch
  • Assisting Individuals In Crisis
  • Group Crisis Intervention
  • Swatting Identification and Mitigation
  • 911 Telecommunicator Disability Awareness
  • Protecting Emergency Responders
  • FEMA 100, 200, & 700

Timeline

Telecommunications Operator

Cornell University
02.2020 - 10.2024

Cornell Auxiliary

Cornell University
10.2018 - 04.2019

Target Team Member

Target
05.2018 - 02.2020

Wegmans Cashier

Wegmans Food Markets
10.2016 - 05.2018

High School Diploma - undefined

Dryden Central School District

Associate's Degree - Criminal Justice

Tompkins Cortland Community College

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ALEXANDRIA GONZALEZ