Amy L. Shock
Davison,MI
Summary
Committed professional with a solid history of accomplishments in helping people handle emotionally-charged, life-threatening and dangerous situations. Knowledgeable about dispatch procedures and policies.
Overview
25
25
years of professional experience
1
1
Certification
Work History
911 Emergency Dispatcher
Genesee County 911
08.2021 - Current
- Managed multiple communication channels simultaneously, including telephone lines, radio frequencies, and computer-aided dispatch systems for effective coordination among emergency units.
- Maintained high levels of situational awareness during emergency situations, allowing for quick adjustments and accurate updates to responding units as needed.
- Received 911 and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
- Provided critical assistance to callers experiencing medical emergencies by offering pre-arrival instructions until help arrived on scene.
- Developed strong relationships with first responder teams through regular communication and mutual respect during emergency situations.
- Improved response times by efficiently prioritizing emergency calls and dispatching appropriate resources.
- Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
- Enhanced communication between first responders and callers by providing clear, concise information during high-stress situations.
- Promoted a professional work environment by adhering to strict confidentiality policies and maintaining sensitive information securely.
- Reduced errors in dispatch procedures by maintaining accurate records of all emergency calls, resource allocations, and incident outcomes.
- Strengthened teamwork among dispatch staff through collaboration on complex cases requiring coordinated efforts from multiple agencies.
- Contributed to improved overall call center performance by consistently meeting or exceeding key performance metrics in areas such as response time and accuracy rates.
- Assisted in the development of new training programs for incoming 911 Emergency Dispatchers to enhance performance levels.
- Served as a mentor for newly hired dispatchers, offering guidance and support throughout their training process to ensure seamless integration into the team.
- Streamlined data entry processes through mastery of specialized software applications used within the 911 Emergency Dispatcher field for faster call handling times.
Call Center Representative
Dort Financial Credit Union & Huntington Bank
06.2018 - 08.2021
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
911 Emergency Dispatcher
City Of Flint
04.1999 - 09.2013
- Managed multiple communication channels simultaneously, including telephone lines, radio frequencies, and computer-aided dispatch systems for effective coordination among emergency units.
- Received 911 and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
- Provided on-the-job training and coaching to develop new dispatchers.
Education
Bachelor of Science - Education
University of Michigan - Flint
Flint, MI05.2006
Skills
- Patience and Tolerance
- Memory retention
- Prioritization
- Situational Awareness
- Typing Speed
- Works Well Under Pressure
- Teamwork and Collaboration
- Information intake
- Decision-Making
- Critical Thinking
- Problem-Solving
- Stress Tolerance
Affiliations
- NENA Member
- APCO Member
Certification
- CTO - Communications Training Officer
- EMD - Emergency Medical Dispatch
- CPR Certified
Timeline
911 Emergency Dispatcher
Genesee County 911
08.2021 - Current
Call Center Representative
Dort Financial Credit Union & Huntington Bank
06.2018 - 08.2021
911 Emergency Dispatcher
City Of Flint
04.1999 - 09.2013
Bachelor of Science - Education
University of Michigan - Flint
- CTO - Communications Training Officer
- EMD - Emergency Medical Dispatch
- CPR Certified
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