Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
References
Timeline
Generic

Candis Cross

Belleville,IL

Summary

Reliable Manager for 6 years and reliable supervisor for 16 years experienced in demonstrating high level of ownership and initiative with a versatile background in coordinating diverse teams. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments and wanting to continue my career with an organization that will challenge me and utilize my leadership, technical, and administrative skills to benefit mutual growth and success.

Overview

28
28
years of professional experience
1
1
Certification

Work History

911 PSAP Manager

Cencom
Belleville, IL
04.1997 - Current
  • Developed and implemented strategies to increase customer satisfaction and loyalty.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Conducted regular meetings with staff to discuss progress and identify areas of improvement.
  • Established processes to ensure efficient workflow throughout the organization.
  • Resolved conflicts between employees by providing guidance on company policies and procedures.
  • Maintained up-to-date records of employee attendance, sick leave, and vacation requests.
  • Provided leadership during times of organizational change or crisis situations.
  • Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
  • Ensured compliance with all applicable laws, regulations, industry standards.
  • Organized special events such as conferences or training sessions for employees.
  • Monitored staff performance and addressed issues.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
  • Led team meetings and one-on-one coaching sessions to continuously improve performance.
  • Streamlined communication channels, improving information flow and decision-making speed.
  • Oversaw daily operations, maintaining efficiency and quality standards.
  • Led a team of XX employees, ensuring high productivity and excellent customer service.
  • Established and monitored KPIs to evaluate performance and identify areas for improvement.
  • Conducted performance evaluations, providing feedback and coaching for team development.
  • Implemented process improvements, resulting in an increase in operational efficiency.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Delegated work to staff, setting priorities and goals.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Assigned work and monitored performance of project personnel.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Analyzed business performance data and forecasted business results for upper management.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Proposed or approved modifications to project plans.
  • Implemented quality control measures to uphold company standards.
  • Provided administrative support to the 911 Communications Center, including scheduling staff.
  • Monitored radio communications between emergency personnel in the field and the 911 Communications Center.
  • Ensured proper protocols were followed during all incoming calls related to emergencies.
  • Performed quality assurance evaluations of call-takers and dispatchers working in the 911 Communications Center.
  • Coordinated with local law enforcement agencies on procedures for responding to emergency situations.
  • Assisted with developing strategies for handling high-stress situations encountered by call-takers and dispatchers.
  • Resolved customer complaints about service provided by the 911 Communications Center in a timely manner.
  • Trained new staff members on how to use computer systems used by the center.
  • Investigated unusual occurrences reported by call-takers or dispatchers while on duty.
  • Conducted regular meetings with staff members to discuss performance issues or concerns.
  • Reviewed incident reports generated after each emergency situation handled by personnel at the center.
  • Handled emergency phone calls calmly and obtained pertinent information with composed approach.
  • Used radio, telephone and computer system to update first responders with new information.
  • Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
  • Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
  • Took caller information, read associated computer information and documented vital details in call tracking and assignment system.
  • Researched vehicle wanted and missing persons information.
  • Advised personnel about accidents, weather conditions or other hazards.
  • Mitigated risks and emergency response delays by efficiently monitoring public safety field units.
  • Mentored junior team members and managed employee relationships.

Education

High School Diploma -

East St Louis Senior High School
4901 State St East St Louis, Il
05-1996

Some College (No Degree) - Science/Administration of Justic And Security

University of Phoenix
Tempe, AZ

Skills

  • Map reading skills
  • Police department procedures
  • Police and fire procedures
  • Information intake
  • Computer-based dispatch systems
  • Computer-aided dispatching
  • Information documentation
  • Data entry proficiency
  • Time management abilities
  • First aid knowledge
  • Documentation
  • Record-keeping
  • Problem-solving aptitude
  • Tact and diplomacy
  • Document calls
  • Computer Literacy
  • Listening Skills
  • Map reading abilities
  • Audio Equipment Operation
  • Data Analysis
  • Incident Management
  • Reliability
  • Call prioritization
  • Professionalism
  • Emergency medical dispatching
  • Emergency protocols
  • Radio communication
  • Critical thinker
  • Secure sensitive information
  • Technical understanding
  • Emergency support
  • Team building
  • Disaster Recovery
  • Multitasking Abilities
  • Situational Awareness
  • Dispatch first responders
  • Crisis communication
  • Criminal justice knowledge
  • Medical Terminology
  • Geographic knowledge
  • Multitasking
  • Conflict Resolution
  • Information Gathering
  • Crisis Intervention
  • Confidentiality understanding
  • Emergency Services Coordination
  • Problem-solving abilities
  • Stress Management
  • Track alarm calls
  • Alarm tracking
  • Adaptability
  • Complete official forms
  • Geographic information systems
  • Dispatch protocols
  • Organizational leadership
  • Communicates well with others

Accomplishments

  • All of my accomplishments, honors and achievements are attached.

Certification

  • Certifications are all attached to resume.

References

References available upon request.

Timeline

911 PSAP Manager

Cencom
04.1997 - Current

High School Diploma -

East St Louis Senior High School

Some College (No Degree) - Science/Administration of Justic And Security

University of Phoenix

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