Amanda Duensing
Chicopee,MA
Summary
I am a hard-working professional with many years of experience in customer service, including 7 years in telecommunications. I believe I have the drive, affability, and versatility needed to succeed.
I am dedicated to achieving my goals by further training and handling more responsibilities.
Overview
15
15
years of professional experience
Work History
Communications Supervisor
Cataldo Ambulance
Holyoke, MA
05.2023 - Current
- Provided emergency response information to callers.
- Smoothed transition from one shift to next to maintain continuity of communication.
- Monitored equipment and notified proper personnel to correct problems.
- Completed timely changes and updates to schedules in central scheduling system.
- Utilized MS Office and Excel to analyze data and create spreadsheets.
- Managed schedules of team of 10 personnel to keep shifts properly staffed.
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Used radio, telephone and computer system to update first responders with new information.
- Mentored junior team members and managed employee relationships.
- Demonstrated leadership by making improvements to work processes and helping to train others.
Quality Assurance Evaluator
Johnson County Central Dispatch
Warrensburg, MO
07.2021 - 04.2023
- Trained newly hired employees by explaining company procedures, job duties and performance expectations.
- Wrote detailed reports outlining performance, quality and trends.
- Worked with Frontline and AQUA to complete evaluations daily and track individual and team performance.
- Maintained quality assurance procedure documentation.
- Trained and led staff on proper QA standards.
- Continually maintained and improved company's reputation and positive image by engaging with community members and addressing issues head-on.
- Planned, managed and prepared public relations department budget.
- Developed and maintained company corporate image and identity using logos and signage.
- Assigned, supervised and reviewed activities of public relations staff.
- Managed team personnel, budget and schedule to handle demanding PR requirements.
- Organized event facility, food and beverage selections and audio-visual arrangements.
- Helped with end-to-end event planning process through meetings, walk-throughs and day-of execution.
Shift Supervisor
Johnson County Dispatch
Warrensburg, MO
05.2019 - 07.2021
- Maintained attendance records, taking note of staff vacation time, sick days and personal days.
- Coordinated troubleshooting, maintenance and updates for office systems.
- Wrote email messages, memos and business letters for management and proofread all documentation to provide error-free correspondence.
- Set up and maintained physical and electronic filing systems.
- Boosted productivity by ensuring on-time emergency response and life support with zero service delivery errors.
- Hired, trained and mentored employees to maximize contributions.
- Evaluated employee job performance and motivated staff to improve productivity.
Telecommunications Specialist
Johnson County Central Dispatch
Warrensburg, Missouri
04.2016 - 05.2019
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
- Prioritized responses to public emergency and non-emergent calls to efficiently dispatch police, fire and EMS while tracking data in real-time.
- Used radio, telephone and Computer Aided Dispatch to update first responders with new information.
- Built customer confidence by actively listening to concerns and giving appropriate feedback.
- Took caller information, read associated computer information and documented vital details in call tracking and assignment system.
- Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
- Assisted departments with special requests such as BOLOs.
Inventory Control Manager
Hastings
Warrensburg, Missouri
10.2014 - 04.2016
- Defined warehouse policies, inventory requirements and replenishment guidelines for thousands of inventory items.
- Conducted monthly, quarterly and yearly inventories of warehouse stock.
- Consulted with department supervisors and floor teams to evaluate needs and discuss corrective actions for individual concerns.
- Assessed current inventories and brought in supplies to keep stock within optimal levels for expected demands.
- Ran markdown reports, managed store replenishment and analyzed buying reports.
- Performed cycle counts on a daily basis.
- Planned and executed in-store promotional events to increase customer engagement and sales revenues.
Overnight Stocker
Walmart
Warrensburg, Missouri
10.2013 - 08.2014
- Reviewed current planograms and end cap placements to properly merchandise items.
- Prepared products for sales floor by adding tags and readying pallets or restocking.
- Removed product from boxes and placed on shelves in an attractive manner according to layout guidelines.
- Pleasantly helped customers by finding requested items, boosting store revenues and improving retention rates.
- Picked up all boxes and related trash from the sales floor.
- Gathered assigned merchandise and transported to store floor locations using hand trucks.
Office Manager
J E Flores Bakery Services, Inc
Bayonne, NJ
05.2008 - 08.2013
- Coordinated travel arrangements, including booking hotel rooms, car rentals and airfare for staff traveling to domestic and international locations.
- Administered physical and digital filing systems, keeping records well-organized and easily retrievable by team members.
- Automated office operations, managing client correspondence, record tracking and data communications in database and case management software.
- Served as main point of contact for outside vendors.
- Created and managed electronic customer records, encompassing data entry and administrative functions related to billing and accounts receivable.
- Handled supply purchases and inventory management for office operations and equipment maintenance.
Education
Associate of Applied Science - Criminal Justice
St Peter's University
Jersey City, NJSkills
- Dedicated team player
- Organized
- Excellent multi-tasker
- Time management
- Cheerful and energetic
- Basic life support knowledge
- Computer-based dispatch systems
- Dependable and reliable
- Strong communication skills
- Office equipment proficiency
Timeline
Communications Supervisor
Cataldo Ambulance
05.2023 - Current
Quality Assurance Evaluator
Johnson County Central Dispatch
07.2021 - 04.2023
Shift Supervisor
Johnson County Dispatch
05.2019 - 07.2021
Telecommunications Specialist
Johnson County Central Dispatch
04.2016 - 05.2019
Inventory Control Manager
Hastings
10.2014 - 04.2016
Overnight Stocker
Walmart
10.2013 - 08.2014
Office Manager
J E Flores Bakery Services, Inc
05.2008 - 08.2013
Associate of Applied Science - Criminal Justice
St Peter's University