Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Atifah Smith

Spring Hill,TN

Summary

Communications operator bringing 15 years of experience in the field. Well-versed in keeping emotions under control and callers calm and reassuring help is on the way. Skilled in reading maps, understanding location details and providing relevant updates to people in the field. Extremely flexible, very hard worker and ready to learn and contribute to team success. Consistently friendly and professional when handling diverse customer needs in high-volume call center environments. I can smoothly manages workflow and optimizes team strengths to meet service quotas.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Customer Service Dispatcher

Servpro Industries Inc.
04.2023 - 12.2023
  • Responsible for dispatching technicians throughout the United States and Canada for residential and commercial properties due to the result of a natural disaster including fire, flooding from hurricanes, and tornados.
  • Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
  • Reduced response times by effectively coordinating service routes for optimal efficiency.
  • Increased overall dispatcher accuracy by implementing a thorough quality control system for all executed tasks.
  • Contributed to the growth of the organization by consistently meeting or exceeding dispatch targets.
  • Streamlined communication between field technicians and customers, ensuring timely resolution of issues.
  • Served as a reliable point of contact for field technicians during emergencies or unexpected issues.
  • Resolved conflict situations professionally, resulting in positive outcomes for both customers and the organization.
  • Enhanced customer satisfaction by efficiently managing and prioritizing service calls.
  • Answered phone calls and responded to customer emails.
  • Assisted in resolving customer complaints and grievances.
  • Received new orders, prepared documentation, and assigned personnel.

Police Dispatcher

Metropolitan Government of Nashville & Davidson Co
08.2022 - 02.2023
  • Coordinated multi-agency responses for large-scale incidents, resulting in effective resource allocation and successful outcomes.
  • Handled sensitive situations with professionalism, maintaining confidentiality while collecting necessary information from callers for effective intervention.
  • Managed high-stress situations effectively, utilizing active listening skills and empathy to provide support to those involved in emergencies or traumatic events.
  • Maintained a calm and reassuring presence during high-pressure situations, ensuring clear communication between callers, officers, and other agencies involved in emergency response.
  • Received 911 and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
  • Used specialized software to track and maintain case incident numbers and logs.
  • Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
  • Utilized advanced mapping software to accurately pinpoint caller locations, aiding officers in swift response times during emergencies.
  • Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.

Police Communications Dispatcher

Oakland Police Department
11.2007 - 01.2022
  • Receive and process approximately 100-150 9-1-1 emergency calls routed daily by an automatic distribution system.
  • Communicate effectively orally and in writing with a typing speed of 60 WPM.
  • Make quick/precise decisions within seconds of answering critical 9-1-1 emergency calls.
  • Read and interpret maps.
  • Follow oral and written directions.
  • Establish and maintain effective work relationships with those contacted to perform required duties.
  • Work well under high stress and emergencies and always exercise good judgment.
  • Maintained a high level of confidentiality regarding sensitive case information, upholding ethical standards at all times.
  • Enhanced officer safety by providing accurate and timely information during critical incidents.
  • Demonstrated adaptability in adjusting work schedules or assuming additional duties as required for optimal performance within the department.
  • Supported fellow dispatchers when needed, fostering teamwork within the department.
  • Streamlined communication between officers and emergency personnel, ensuring seamless coordination during high-stress situations.
  • Expedited response efforts by expertly utilizing mapping software to pinpoint precise locations of callers.
  • Enter data completely and accurately into automated information systems; operate the City's computer aided dispatch system; operate modern office equipment.
  • Delivered informative details to law enforcement and other first responders in preparation for situations prior to arrival.
  • Efficiently multi-task and prioritize responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time by monitoring four computer systems at a time.

Mortgage Loan Specialist

Irwin Home Equity
06.1998 - 11.2007
  • Submitted applications to credit analysts.
  • Complied applications and paperwork and double-checked for accuracy.
  • Defined repayment terms to consumers and educated on default consequences.
  • Verified income of borrower and gathered credit information.
  • Negotiated payments for customers with delinquent loans.
  • Assisted customers in making payments on accounts and setting up payment plans.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.

Education

Associate of Arts - Business Communications

Diablo Valley College
06.1998

High School Diploma -

Clayton Valley High School
06.1994

Skills

  • Active listening / excellent communication skills
  • Computer-based dispatch systems
  • Problem resolution
  • Great work ethic
  • Able to Work collaboratively
  • Critical thinker
  • Communicate effectively both orally and in writing
  • Ability to establish and maintain effective work relationships with those contacted to perform required duties
  • Memory retention
  • Typing Speed of 60 WPM
  • Multi-line phone system
  • Problem-Solving
  • Prioritizing Situations
  • Dependable and Responsible
  • CPR and First Aid Certification

Certification

POST Certificate (Peace Operations Specialized Training)

Timeline

Customer Service Dispatcher

Servpro Industries Inc.
04.2023 - 12.2023

Police Dispatcher

Metropolitan Government of Nashville & Davidson Co
08.2022 - 02.2023

Police Communications Dispatcher

Oakland Police Department
11.2007 - 01.2022

Mortgage Loan Specialist

Irwin Home Equity
06.1998 - 11.2007

Associate of Arts - Business Communications

Diablo Valley College

High School Diploma -

Clayton Valley High School

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Atifah Smith