CHENELE STEPHANE BELLAMY
Reisterstown,MD
Summary
Call center operations manager specializing in workflow optimization and service delivery enhancement. Proven track record in team leadership and training program implementation, resulting in improved employee development and promotion readiness. Expertise in maintaining efficient dispatch operations through effective communication and problem-solving skills.
Overview
1
1
Certification
32
32
years of professional experience
Work History
Call Center Operations Manager
Baltimore Police Department
Baltimore, Maryland
03.2025 - Current
- Managed daily operations of call center to ensure efficient workflows.
- Implemented quality assurance processes that improved service delivery standards.
- Monitored call center metrics to pinpoint improvement areas and training needs.
- Collaborated with other departments to streamline communication and service processes.
- Motivated and promoted team employees from within for key leadership roles.
- Developed quality assurance standards and established targets for all staff.
- Assessed employee performance through regular one-on-one meetings and evaluations.
EMERGENCY DISPATCH SUPERVISOR/TRAINING SUPERVISOR
BALTIMORE POLICE DEPARTMENT
Baltimore, MD
08.2016 - 01.2023
- Led training for new hires on dispatch protocols and policies in Dispatch Training Unit, ensuring adherence to standards.
- Coordinated diverse training classes for employees, promoting skill development aligned with operational needs.
- Maintained comprehensive training records and curriculum materials database, facilitating efficient access to resources.
- Scheduled classes based on availability of classrooms, equipment, and instructors.
- Monitored incoming calls to ensure prompt and accurate responses.
- Oversaw daily operations of dispatchers to maintain efficiency and effectiveness.
- Addressed inquiries and service requests from sworn personnel within Baltimore Police Department.
- Participated in job fairs to attract qualified candidates for recruitment.
POLICE EMERGENCY DISPATCHER
BALTIMORE POLICE DEPARTMENT
Baltimore, MD
06.1998 - 08.2016
- Prioritized calls based on severity level in order to ensure that those requiring immediate attention were addressed first.
- Dispatched police officers and emergency personnel to calls for service with minimal delay.
- Handled dispatch requests promptly to minimize response times and improve service delivery.
- Interpreted data quickly in order to assess emergency situations accurately and respond appropriately.
- Coordinated resources across multiple agencies to enhance response effectiveness during incidents.
- Operated communication equipment, including computers, telephones, and radios, to ensure seamless information flow.
- Used radio, telephone and computer system to dispatch and update first responders with new information.
- Communicated with police officers via two-way radios to provide updates on suspect location or vehicle description.
- Collaborated with fellow dispatchers to resolve difficult calls for service issues or discrepancies.
- Adhered to departmental policies regarding confidentiality of information pertaining to victims or suspects involved in criminal activity.
POLICE COMMUNICATIONS ASSISTANT 1
BALTIMORE POLICE DEPARTMENT
Baltimore, MD
07.1994 - 05.1998
- Assessed urgency of each call to dispatch appropriate resources without delay.
- Coordinated with fire, ambulance, and police agencies to ensure timely and effective service delivery.
- Maintained accurate records of incoming calls, capturing essential details to facilitate effective emergency response.
- Supported callers by providing calming instructions and reassurance, contributing to crisis management until first responders arrived.
- Advised citizens on proper responses during emergencies until first responders arrived.
- Gathered critical information from callers, including medical history and incident specifics.
- Answered inquiries from family members about loved ones involved in incidents.
- Stayed current on training requirements for emergency response protocols.
Education
CERTIFICATE OF COMPLETION - OFFICE AUTOMATION
YORKTOWN BUSINESS INSTITUTE
Glen Burnie, MD01-1986
High School Diploma -
Walbrook Senior High School
2000 Walbrook Avenue 06-1985
Skills
- Call center operations management
- Workforce management
- Performance metrics assessment
- Quality assurance practices
- Workflow optimization
- Shift coordination expertise
- Call center technology
- Workday proficiency
- Monitoring attendance records
- Employee training
- Emergency coordination
- Multitasking abilities
- Time management proficiency
- Stress management
- Decision-making
- Critical thinking
- Cross-department collaboration
- Communication skills
Accomplishments
- EMPLOYEE OF THE MONTH-OCTOBER 7, 2011
Certification
- NCIC CERTIFIED
- RADIOLOGICAL SECURITY RESPONSE TRAINING - APRIL 16-18, 2019 (CERTIFICATE)
- CENTER FOR CREATIVE LEADERSHIP - MARCH-APRIL 2024 (CERTIFICATE)
- EPD CERTIFIED - INTERNATIONAL ACADEMY OF EMERGENCY DISPATCH - NOVEMBER 26, 2024
References
References available upon request.
Timeline
Call Center Operations Manager
Baltimore Police Department
03.2025 - Current
EMERGENCY DISPATCH SUPERVISOR/TRAINING SUPERVISOR
BALTIMORE POLICE DEPARTMENT
08.2016 - 01.2023
POLICE EMERGENCY DISPATCHER
BALTIMORE POLICE DEPARTMENT
06.1998 - 08.2016
POLICE COMMUNICATIONS ASSISTANT 1
BALTIMORE POLICE DEPARTMENT
07.1994 - 05.1998
CERTIFICATE OF COMPLETION - OFFICE AUTOMATION
YORKTOWN BUSINESS INSTITUTE
High School Diploma -
Walbrook Senior High School