Summary
Overview
Work History
Education
Skills
Timeline
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Charlena Hogue

McLeansville,NC

Summary

Committed professional with a solid history of accomplishment in helping people handle emotionally-charged, life-threatening and dangerous situations. Knowledgeable about dispatch procedures and policies.

Overview

16
16
years of professional experience

Work History

Master Emergency Communications Specialist

City Of Greensboro - Guilford Metro 911
07.2016 - Current
  • Monitor Police, Fire and EMS radios to provide assistance to responding personnel and relay pertinent information promptly while handling approximately 50-60 calls per day.
  • Manage high-stress situations with composure, providing reassurance to distressed callers while gathering crucial information for first responders.
  • Participate in ongoing professional development opportunities to stay current on industry best practices and emerging technologies.
  • Provide on-the-job training and coaching to develop new dispatchers.

Telephone Support Representative

Teletech At Home
09.2015 - 07.2016
  • Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Enhanced company reputation by providing exceptional customer service and support.
  • Provided product support for software company via inbound and outbound calls in high volume virtual call center handling approximately 20-40 calls per day.

Customer Service Associate II

Convergys Customer Management
05.2015 - 09.2015
  • Helped approximately 10-20 customers every day with positive attitude and focus on customer satisfaction.
  • Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
  • Maintained high level of product knowledge, providing accurate information to customers.

Lead Teacher

Children & Families First
04.2008 - 05.2012
  • Developed strong relationships with parents and caregivers, providing regular updates on their child''s progress and addressing any concerns proactively.
  • Ensured safe and nurturing environment for all students, adhering to health and safety guidelines.
  • Designed creative lesson plans that incorporated hands-on activities and interactive learning experiences to foster curiosity and engagement in young learners.

Education

Bachelor of Science - Finance

The University of North Carolina At Greensboro
Greensboro, NC
05.2006

Skills

  • Teamwork and Collaboration

  • Problem-Solving

  • Works Well Under Pressure

  • Critical Thinking

  • Microsoft Office Proficient

  • Active Listening

  • Computer-aided dispatching

  • Information documentation

  • Prioritizing Situations

Timeline

Master Emergency Communications Specialist

City Of Greensboro - Guilford Metro 911
07.2016 - Current

Telephone Support Representative

Teletech At Home
09.2015 - 07.2016

Customer Service Associate II

Convergys Customer Management
05.2015 - 09.2015

Lead Teacher

Children & Families First
04.2008 - 05.2012

Bachelor of Science - Finance

The University of North Carolina At Greensboro

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Charlena Hogue