SAMSARA
Ashonte Carter
Houston,TX
Summary
Adept at orchestrating emergency responses, my tenure at City Ambulance Service honed my geographical expertise and problem-solving abilities, ensuring swift, efficient dispatching. Demonstrated leadership in high-pressure environments, achieving significant improvements in response times. EMD and CPR certified, I excel in critical thinking and active listening, ready to elevate operational efficiency in dynamic settings.
Overview
9
9
years of professional experience
1
1
Certification
Work History
911 Emergency Dispatcher
City Ambulance Service
Spring, TX
12.2023 - Current
- Receive and process emergency, as well as non-emergency, requests for ambulance transportation from hospitals, care providers, nursing facilities, etc. In an efficient manner, to attain an appropriate and timely response.
- Determine the nature and urgency of calls, and initiate an appropriate personnel response or other emergency personnel action.
- Ensured all support requirements were met by maintaining regular contact with field staff.
- Utilized computer-aided system to plan and control ambulance transport logistics.
- Monitor radio communications for updates to vehicle status, and use proper radio etiquette.
- Utilization of dispatch software, maps, and tracking systems to dispatch appropriate vehicles and provide directions.
- Independently initiate action consistent with existing policies and procedures, based on observed situations, and utilizing sound judgment.
- Analyze and interpret difficult, complex patient care and personnel situations.
- Anticipate and identify problems, and take initiative to prevent or correct them.
- Fostered a collaborative and harmonious workplace culture under high-pressure conditions.
- Cultivated productive working relationships with company staff, medical professionals, external agencies, and patients.
- Demonstrated calmness and focus during challenging and stress-inducing situations.
- Provided pre-arrival instructions over the phone such as CPR and first aid instructions, fire evacuation procedures.
- Adhered strictly to departmental policies and protocols related to handling emergency communications.
- Used radio, telephone and computer system to update first responders with new information.
- Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
EMS Dispatcher
Allegiance Mobile Health
Houston, TX
05.2022 - 12.2023
- Correctly receive and process emergent and non-emergent transportation requests from various facilities.
- Utilize a sophisticated Computer Aided Dispatch (CAD) system, which assists in monitoring, updating, and controlling the locations and movements of units.
- Coordinated pre-arranged transportation services via ambulance and wheelchair van.
- Obtaining and providing mapping and routing information to units.
- Assisted customers in selecting suitable transportation based on patient needs and condition.
- Facilitated communication with various customers to verify transportation methods meet destination requirements.
- Maintaining constant communication with customers and facilities to relay any information regarding a delayed response for a transportation request.
- Maintained high standards of customer service while handling inbound calls efficiently.
- Providing information to customers regarding insurance coverage for medical transportation, medical necessity for ambulance transportation, and costs associated with non-covered transportation.
- Collaborated with team members to resolve complex situations requiring innovative solutions.
- Adhering to company policies and procedures.
EMS Dispatcher
Acute Medical Services
Houston, TX
06.2021 - 05.2022
- Coordinated emergent and non-emergent transport operations utilizing multi-line phones and CAD systems for cities such as Houston, Texas City, and Texoma.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Entering all information in the appropriate fields of the CAD while paying special attention to business names, apartment names, apartment suite numbers, gate codes, patient location, instructions to access the patient's residence, and, most importantly, crew safety information.
- Constantly monitoring the system, ensuring units are en route to the post, and moving in a timely manner, as well as making sure all other units are within an acceptable distance from the post.
- Maintaining knowledge of current or updated policies and procedures.
Premier Support Solutions Representative
Asurion
Houston, TX
06.2020 - 06.2021
- Handled inbound communications addressing troubleshooting needs for mobile devices, tablets, computers, and consumer electronics.
- Assist customers with device setup and device education on mobile devices, tablets, computers, and/or other consumer electronics.
- Administered systematic troubleshooting techniques to tackle operational problems on various consumer electronics like mobile devices and computers.
- Achieved First Call resolution objectives leveraging outlined methods and available instruments.
- Provide a value-added experience by upselling customers on beneficial products, with outstanding customer service.
- Ensure adherence to trained quality call standards.
- Maintain an average monthly response time standard.
- Proactively find new technology trends and solutions for the knowledge base.
- Escalated unresolved issues to appropriate departments for further investigation.
Back Office Assistant
Harris County Toll Road Authority
Houston, TX
09.2017 - 06.2020
- Responsible for fulfilling, distributing, and returning Ez-tags as requested, in a timely manner.
- Proven track record of accurately maintaining detailed records, generating reports, processing fulfillment requests to support services, and handling payments.
- Outstanding interpersonal, customer service, leadership, and organizational skills; excelled within detail-oriented, deadline-driven environments.
- Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, and Cisco), and also proficient in operating all office equipment as needed.
- Sorted mail received from customers or vendors, opened envelopes, scanned documents into appropriate files, attached labels or stamps prior to distribution.
- Created invoices for customers using company software programs.
Customer Service Representative
Alorica
Humble, TX
01.2017 - 09.2017
- Effectively managed a high volume of inbound calls with tact and professionalism.
- Opened and maintained customer accounts by recording account information.
- Resolved service, pricing, and technical problems for customers.
- Delivered precise and comprehensive information utilizing appropriate methods and tools.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Managed challenging client situations with composure and respect.
- Coordinated scheduling and upheld an organized appointment calendar.
- Assembled customers' settlement requests for management approval.
Hostess
SSP America
Houston, TX
12.2015 - 12.2016
- Greeted arriving and departing guests warmly, enhancing their dining experience.
- Directed guest movement to maintain optimal flow in dining and bar sections.
- Answered incoming calls to the restaurant and provided appropriate service.
- Helped dining room staff by setting and clearing tables, replenishing water, and serving beverages.
Education
High School Diploma -
Nimitz High School
Houston, TX06.2015
Skills
- Customer service skills
- Inventory
- Cash handling
- Stocking
- Customer Call Management
- Billing
- IT Support Services
- Patience and tolerance
- Situational awareness
- Geographical expertise
- Typing speed
- Information gathering
- Computer-aided dispatching
- Information intake
- Problem-solving
- Sales
- Schedule appointments
- Collections
- Data entry proficiency
- Verbal and written communication
- Critical thinking
- Active listening
- Administrative Support
- Receptionist
- Back office support
- Mobile devices
- Customer service
- Technical support
- Leadership
- Prioritization
- EMD Certified
- CPR Certified
Certification
- Driver's License, 10/15, 06/22.
- Leasing 101 has satisfactorily completed HAF's.
- EMD Certification.
- CPR Certification.
Personal Information
Work Permit: Authorized to work in the US for any employer
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursHealthcare benefitsPaid time off4-day work weekSoftware
TRAUMASOFT
LOGIC CAD
VERIZON CONNECTION
MICROSOFT OFFICE
MICROSOFT TEAMS
MICROSOFT ONEDRIVE
Timeline
911 Emergency Dispatcher
City Ambulance Service
12.2023 - Current
EMS Dispatcher
Allegiance Mobile Health
05.2022 - 12.2023
EMS Dispatcher
Acute Medical Services
06.2021 - 05.2022
Premier Support Solutions Representative
Asurion
06.2020 - 06.2021
Back Office Assistant
Harris County Toll Road Authority
09.2017 - 06.2020
Customer Service Representative
Alorica
01.2017 - 09.2017
Hostess
SSP America
12.2015 - 12.2016
High School Diploma -
Nimitz High School