Summary
Overview
Work History
Education
Skills
Timeline
Generic

Amber Woon

Fort Myers,FL

Summary

Strategic in approaching communications planning and execution. Controls narrative with proactive plans and exceptional writing abilities. Expert in crisis communications.

Overview

12
12
years of professional experience

Work History

Public Safety Dispatcher

Lee Health Hospital
05.2023 - 01.2024
  • Remained calm in very high-pressure situations and kept callers on line until law enforcement arrived on scene.
  • Used specialized software to track and maintain case incident numbers and logs.
  • Questioned callers to determine nature of problems and locations to direct type of response needed.
  • Requested law enforcement, fire and ambulance services for emergency calls.
  • Input information from calls into system using Omnigo and maintaining accuracy of details.
  • Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
  • Issued local watches and warnings to public in response to inclement weather conditions received from National Weather Service.
  • Directed responders using assigned mapping systems for timely emergency attendance.

PBX Switchboard Operator

University Of Alabama At Birmingham Hospital
10.2021 - 03.2023
  • Responded to customer inquiries with patience and positivity to establish excellent first impression.
  • Operated switchboard and routed incoming calls to appropriate departments.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Supported customers by managing 350 calls per day efficiently while maintaining professionalism and upbeat tone.
  • Supported and demonstrated customer service expectations and achieved relevant performance metrics.
  • Supported a high volume of inbound customer inquiries and requests and demonstrated a commitment to delivering exceptional customer service and problem resolution.
  • Identified service improvement opportunities through call volume and performance reports.
  • Provided helpful, informative technical support to customers on product usage and installation.
  • Received incoming calls and paged individuals and departments over PA system.
  • Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
  • Collected and verified telephone numbers, addresses, and proper spelling of names.
  • Assisted colleagues with achieving task requirements, aiding team productivity and performance.

Advocate

Youth Advocate Program, INC, Y.A.P
04.2021 - 01.2022
  • Delivered friendly service and offered expert support in every interaction.
  • Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
  • Maintained positive relationships with community to build and nurture dynamic partnerships.
  • Assisted individuals in navigating processes and procedures to resolve issues, understand rights and express view
  • Updated client documentation for accurate, compliant and current records.
  • Supported clients and families with empathy and compassion during difficult times.
  • Advocated for clients to assure respected rights and wishes.
  • Helped clients develop new coping mechanisms and techniques to drive behavior modification.
  • De-escalated stressful situations through individual and family crisis interventions.
  • Maintained regular contact with clients by calling and visiting clients' homes.
  • Conducted home visits to assess living environment and facilitate access to necessary resources.
  • Facilitated group therapy sessions to build supportive, communicative client networks.
  • Documented client progress and activities in accordance with agency policies and procedures.
  • Collaborated with other professionals to plan and coordinate care for clients.
  • Participated in interdisciplinary team meetings to coordinate care for clients.

HR Administrative Assistant

Beacon House
09.2020 - 04.2021
  • Filed paperwork, sorted, and delivered mail and maintained office organization.
  • Answered and redirected incoming phone calls for office.
  • Processed employee termination paperwork at direction of supervisory staff.
  • Coordinated employee training programs to improve productivity and performance.
  • Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
  • Administered compensation, benefits, and performance management systems at direction of supervisor.
  • Delivered friendly assistance with new hires throughout interviewing and hiring process.
  • Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
  • Screened applicant resumes and coordinated both phone and in-person interviews.

Floor Manager

University Of Alabama
04.2020 - 10.2020
  • Increased customer service ratings significantly through personable service.
  • Filed incident reports and handled inappropriate behavior to document problems and disturbances.
  • Greeted guests upon arrival and offered assistance.
  • Assisted guests with check-ins, account inquiries and any additional services needed.
  • Maintained consistent positive customer feedback.
  • Investigated guest challenges and sources of dissatisfaction to offer timely resolution.

Customer Service Representative

Pro Fit Prosthetics
08.2019 - 12.2019
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Set up appointments with interested customers according to schedule availability.
  • Asked relevant questions to assist customers with selecting needed or requested products and services.
  • Documented customer interactions and transactions, maintaining accurate records of all dealings.
  • Followed up with customers to confirm satisfaction with purchases and resolve last-minute issues.
  • Negotiated pricing and payment terms with customers when possible to close deals.
  • Opened new accounts and documented personal, demographic, and payment information in system.

Food and Beverage Attendant

Walt Disney World Company
05.2019 - 08.2019
  • Maintained clean and organized restaurant to comply with hygiene and health regulations.
  • Collaborated with other food and beverage attendants to provide prompt, smooth and excellent service.
  • Greeted and seated guests to provide friendly and welcoming experience.
  • Cleared area, cleaned and wiped tables and chairs to remove residue and comply with hygiene standards.

Retail Merchandiser

University Of Alabama
08.2018 - 05.2019
  • Organized store merchandise racks and displays to promote and maintain visually appealing environments.
  • Organized and maintained displays to achieve clean and appealing product layouts.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Managed inventory levels and product rotation to maximize sales and minimize out-of-stock items.
  • Removed damaged, out-of-code, not-in-set and discontinued items from displays.
  • Answered customer questions regarding store merchandise, department information, and pricing.
  • Kept work areas neat, clean and free from debris.

Food and Beverage Attendant

Walt Disney World Company
01.2018 - 08.2018
  • Provided guests with information about menu items, specials and promotions to provide quality service.
  • Communicated with kitchen staff and waiters to provide accurate, timely information regarding orders and minimize delays.
  • Maintained stock levels of cups, lids, straws, and condiments throughout shift.
  • Addressed customer complaints and inquiries to verify satisfaction.
  • Greeted customers and provided menus upon arrival to dining room.
  • Monitored dining room inventory and replenished as necessary.
  • Operated dishwashers and other kitchen equipment according to safety guidelines.

Delivery Driver

Audra's Flower Shop
03.2017 - 12.2017
  • Completed on-time deliveries by choosing best and most efficient routes.
  • Delivered packages to customer doorsteps and business offices.
  • Maintained upbeat, positive attitude in busy, customer-focused environment.
  • Completed rush deliveries on tight timetables to satisfy customer needs.

Retail Sales Associate

Hallmark Gold Crown
08.2016 - 01.2017
  • Greeted customers and helped with product questions, selections, and purchases.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Maintained clean sales floor and straightened and faced merchandise.
  • Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Managed cash register after end of shift to balance and record accurate transactions.
  • Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.

Cashier

Kmart, Sears Holding
08.2015 - 08.2016
  • Greeted customers entering store and responded promptly to customer needs.
  • Built relationships with customers to encourage repeat business.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Worked flexible schedule and extra shifts to meet business needs.

Assistant

Bevill State Community College
05.2015 - 08.2015
  • Greeted guests in with friendliness and professionalism.
  • Assisted manager in all aspects of business operations.
  • Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
  • Worked closely with management to provide effective assistance for specific aspects of business operations.
  • Monitored and ordered supplies and materials to keep office well stocked.
  • Developed and maintained filing systems to facilitate easy access to information.
  • Offered technical support and troubleshot issues to enhance office productivity.

Fast Food Worker

Jacks Family Resturant
05.2012 - 01.2013
  • Greeted customers promptly and took orders to keep flow of traffic moving.
  • Wiped counters and sanitized equipment to maintain clean food prep and dining areas.
  • Followed food safety procedures outlined in company policies and health and sanitation regulations to prevent food borne illness.
  • Trained newly hired employees on routine tasks and customer service.

Education

Master of Science - Human Resources Management

Southern New Hampshire University
10.2024

Bachelor of Arts - Anthropology

The University of Alabama
07.2020

Bachelor of Arts - History

The University of Alabama
07.2020

Skills

  • Radio Traffic Monitoring
  • Emergency Call Response
  • Report Generation
  • Account Updating
  • Onboarding Support
  • Adaptability
  • Performance Management
  • Attention to Detail
  • Record Keeping
  • Interview Scheduling
  • Team Collaboration
  • Human Resources Administration

Timeline

Public Safety Dispatcher

Lee Health Hospital
05.2023 - 01.2024

PBX Switchboard Operator

University Of Alabama At Birmingham Hospital
10.2021 - 03.2023

Advocate

Youth Advocate Program, INC, Y.A.P
04.2021 - 01.2022

HR Administrative Assistant

Beacon House
09.2020 - 04.2021

Floor Manager

University Of Alabama
04.2020 - 10.2020

Customer Service Representative

Pro Fit Prosthetics
08.2019 - 12.2019

Food and Beverage Attendant

Walt Disney World Company
05.2019 - 08.2019

Retail Merchandiser

University Of Alabama
08.2018 - 05.2019

Food and Beverage Attendant

Walt Disney World Company
01.2018 - 08.2018

Delivery Driver

Audra's Flower Shop
03.2017 - 12.2017

Retail Sales Associate

Hallmark Gold Crown
08.2016 - 01.2017

Cashier

Kmart, Sears Holding
08.2015 - 08.2016

Assistant

Bevill State Community College
05.2015 - 08.2015

Fast Food Worker

Jacks Family Resturant
05.2012 - 01.2013

Master of Science - Human Resources Management

Southern New Hampshire University

Bachelor of Arts - Anthropology

The University of Alabama

Bachelor of Arts - History

The University of Alabama

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Amber Woon