Amoy Duzenski
Upper Marlboro,MD
Summary
Dynamic and results-oriented professional with 9 years of experience in administrative support, call center operations, and emergency communications. Possessing exceptional organizational abilities, strong communication skills, and a proven track record of delivering outstanding customer service. Seeking to leverage my expertise in administrative tasks and customer interaction to contribute effectively as an administrative assistant/call center agent.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Emergency Communications Technician I
Washington Metropolitan Airports Authority
01.2024
- Operated and maintained emergency communication systems, including radio, telephone, and computer-aided dispatch (CAD) systems, to facilitate timely and accurate communication during emergency situations
- Monitored incoming emergency calls and dispatched appropriate emergency response units (e.g., police, fire, medical) based on the nature and location of the incident
- Provided technical support and troubleshooting assistance to emergency personnel and dispatchers to resolve communication system issues quickly and minimize downtime
- Collaborated with other emergency response agencies, such as law enforcement and fire departments, to coordinate communication efforts and ensure a unified response to emergencies
- Documented all communication activities and incident details accurately and promptly, maintaining detailed records for future reference and analysis.
Administrative Assistant
Urban Nation Music
01.2018 - 01.2024
- Updated tracking system with critical information for program
- Successfully completed special projects to exceed goals of both business finances departments and overall organization
- Organized logistics and materials for each meeting, arranged spaces and took detailed notes for later dissemination to key stakeholders
- Surpassed team goals by partnering with colleagues to implement best practices and protocols
- Drove business decisions and reduced operational costs
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes
- Completed forms, reports, logs and records to quickly handle all documentation for human resources
- Transcribed and organized information to assist in preparing speeches and presentations.
Customer Service Representative
Safelite Autoglass
01.2016 - 01.2018
- Adapted to changes in policies, procedures, or software systems
- Developed a comprehensive understanding of insurance products and policies
- Provided accurate and detailed information about coverage, premiums, and claims processes
- Provided exceptional customer service through phone interactions
- Collaborated with cross-functional teams to escalate complex issues and ensure timely resolution
- Participated in training sessions to stay updated on product knowledge, company policies, and call center procedures
- Managed inbound and outbound calls in a high-volume call center environment, consistently meeting or exceeding performance metrics.
Education
High School Diploma -
Montgomery County Board of Education
Skills
- Excellent verbal and written communication skills
- Active listening and empathy
- Ability to work under pressure and handle challenging situations calmly
- Proficiency in using call center software and CRM systems
- Proficient in operating and maintaining emergency communication systems, including radio, telephone, and CAD systems
- Strong understanding of emergency communication protocols and procedures
- Excellent problem-solving and troubleshooting skills
- Effective communication and interpersonal skills, both written and verbal
- Knowledge of relevant regulations and standards (eg, FCC regulations, NENA standards)
- Emergency Management
- Public Safety Awareness
- Incident documentation
- 911 System Information Databases
- NCIC Database
- Emergency Medical Dispatch
- Map reading abilities
Certification
- VCIN (Virginia Criminal Information Network) Access Certification, demonstrating proficiency in accessing and utilizing criminal information databases for law enforcement purposes.
- Security and Privacy Awareness Certification
- Integrated Public Alert And Warning System (IPAWS) For Alert Originators Certification (FEMA)
- DHS Radio Interoperability Certification (FEMA)
- Basic Incident Command System For Initial Response ICS-200 Certification (FEMA)
- Introduction to Incident Command System ICS-100 Certification (FEMA)
Timeline
Emergency Communications Technician I
Washington Metropolitan Airports Authority
01.2024
Administrative Assistant
Urban Nation Music
01.2018 - 01.2024
Customer Service Representative
Safelite Autoglass
01.2016 - 01.2018
High School Diploma -
Montgomery County Board of Education