Caitlin Dunn
Beaumont,CA
Summary
Dedicated law enforcement professional with over 5 years of experience in high-pressure police dispatch environments, adept at managing emergency communications, coordinating with multiple agencies, and maintaining detailed records. Proven ability to remain calm under stress, ensure accurate and pertinent information is relayed, and support field operations. Now seeking to leverage those strong analytical skills, attention to detail, and experience in crisis response to transition into the forensics division. Eager to contribute to investigations, evidence processing, and criminal analysis to further support law enforcement efforts.
Overview
14
14
years of professional experience
Work History
Police Dispatcher II / Communications Training Ofc
Beaumont Police Department
Beaumont
12.2019 - Current
- Trained new employees on operations of the police radio console CAD system, emergency and non emergency.
- Evaluated trainee performance and generated daily observation reports to track progress and provide feedback
- Received, entered, prioritized, and dispatched incoming emergency and non-emergency calls for service.
- Utilized interview techniques to efficiently gather pertinent and critical incident information for responding officers.
- Completed all entries into CLETS for AFS, APS, CARPOS, MUPS, and SVS.
- Conducted criminal history checks, registration checks, property checks, while responding to other requests from officers over the radio and answering 911's.
Police Dispatcher Trainee
Ontario Police Department
Ontario, CA
06.2019 - 08.2020
- Received, entered, prioritized, and dispatched incoming emergency and non emergency calls for service.
- Served as back up for the Records Division after hours, including CLETS entries.
- Calmed distressed callers while using interview techniques to gain incident information while entering a call for service in a timely and accurate manner.
- Prioritized and analyzed complex information quickly for situational changes while taking effective action to ensure public and officer safety.
- Ran registration checks on vehicles, property, wanted information, and drivers license status checks while responding to other requests from officers.
- Successfully completed phones training, radio training for our airport as well records radio, and handled all primary radio traffic on those channels individually.
- Operated CAD system with sufficient speed and accuracy.
- Demonstrated knowledge of CLETS terminal use for law enforcement purposes, CAD, VESTA, basic elements of a crime, 10-codes, and other law enforcement related information on a daily basis.
- Maintained contact with units on assignment to deliver further assistance and support when needed.
SB Client Services Rep II
Bank of America
Brea, CA
01.2015 - 06.2019
- Assisted Business Account clients by phone to provide resolution on complex account issues while navigating through multiple computer systems and actively listening.
- Effectively handled irate customers by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
- Created a connection with clients & developed rapport with them to provide prompt, accurate, & outstanding personalized service.
- Client champion role in which I sent out survey updates twice a day to our team as well as provided inspirational quotes and messages to keep them motivated for success.
- Led team chats and resolved calls that escalated to management level when managers were off site, in meetings, or needed additional support.
- Researched and resolved complex customer issues on business checking & savings accounts while demonstrating a consistent record of providing great service to clients.
- On average, I assisted over 800 callers per month with their business checking and savings account needs.
- Certified OJT coach for the new hire training and on-boarding program.
- Led and delivered new hire training in a classroom setting as well as managed those same associates for on the floor training during their first six weeks with the bank.
Administrative Assistant
Excel Construction Services, Inc.
Fullerton, CA
05.2013 - 01.2015
- Ensured maintenance workers were being dispatched to the proper address by verifying work orders.
- Received incoming packages and mail, dispersed parcels and correspondence and shipped outgoing items.
- Communicated with contractors and vendors to place and receive orders, request maintenance services and deliver instruction on behalf of office management.
- Managed clerical needs of company employees, including copying, faxing and file management.
- Responded to telephone inquiries from clients, vendors and the public.
- Screened and verified visitors for identification credentials and purpose of visit to maintain security of personnel and office environment.
- Reviewed work done by others to check for correct spelling and grammar, ensure that company format policies are followed, and recommend revisions.
- Properly routed agreements and contracts through the dispatching/signature process.
Customer Care Representative
Alta Resources
Brea, CA
06.2010 - 08.2011
- Top Performer for retention which was based on dollars refunded vs. dollars risked. Also recognized as a top performer for call quality.· Successfully handled 120+ calls per day.
- Communicated with irate customers on a daily basis via phone or email to explain billing or any other concerns all while maintaining a positive and pleasant attitude.
- Awarded numerous times by management for exemplary customer service and company satisfaction .
- Successfully handled 120+ calls per day.
- Increased customer loyalty through providing exceptional customer service.
Education
High School Diploma -
La Mirada High School
La Mirada, CAPOST Certified
Ontario PD Citizens Academy Completion
Bleeding Control Basic Course Completion
Skills
- Certified 49 WPM
- Exceptional communication & problem solving skills
- Outstanding ability to navigate multiple computer systems while interacting with the customer & actively listening
- Excellent communication and telephone etiquette
- Demonstrated ability to work well under stressful circumstances
- Knowledge of CAD, VESTA, CLETS, NLETS, elements of crime, 10 codes, penal codes, and other law enforcement related systems
- Proven ability to quickly adapt to change
- Excellent customer service skills
- Strong ability to strategize and prioritize effectively to accomplish multiple tasks and stay calm under pressure
- Dependable and reliable
Timeline
Police Dispatcher II / Communications Training Ofc
Beaumont Police Department
12.2019 - Current
Police Dispatcher Trainee
Ontario Police Department
06.2019 - 08.2020
SB Client Services Rep II
Bank of America
01.2015 - 06.2019
Administrative Assistant
Excel Construction Services, Inc.
05.2013 - 01.2015
Customer Care Representative
Alta Resources
06.2010 - 08.2011
High School Diploma -
La Mirada High School
POST Certified
Ontario PD Citizens Academy Completion
Bleeding Control Basic Course Completion
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