CHRISTINE BLACK
New Braunfels,TX
Summary
Dynamic professional with extensive experience in Life Safety systems at Johnson Controls Inc., specializing in quoting processes and customer relationship management. Demonstrated success in incident management and regulatory compliance, resulting in improved operational efficiency and customer satisfaction. Skilled in high-pressure environments, delivering strategic solutions aligned with organizational objectives.
Overview
10
10
years of professional experience
1
1
Certification
Work History
System Integrity Representative
Johnson Controls Inc
02.2024 - Current
- Market Fire & Life Safety products and services to address deficiencies identified during inspections by Johnson Controls at customer locations, emphasizing fire systems.
- Developed and delivered clear, timely deficiency quotes for necessary corrections to customers.
- Contacted customers to secure commitments for work or parts, tracking status of open quotes.
- Collaborated with service team to ensure accurate and efficient quoting processes.
- Maintained a tracking system for deficiencies in the district to support sales team efforts.
Accounts Scheduler
Johnson Controls Inc.
08.2022 - 03.2024
- Analyze emergency service requests and dispatch accordingly
- Determine severity of calls and prioritize scheduling needs, internally and externally
- Maintain customer relationship management
- Manage service queues and escalations relating to sprinkler service
- Monitor technician activity and schedules ensuring customer commitments are met
- Resolve complex issues quickly and efficiently through to completion
- Utilize multiple platforms at a time for scheduling, escalations, and deficiency requests
Customer Success / Account Escalation Manager
Anova
02.2020 - 07.2022
- Complete customer service tickets through to completion
- Improve customer experience and track performance of customer data
- Created call queue tiers and a global technical support queue for ISO Helium customers
- Managed a team of four technical support engineers
- Onboard customers after preparing onboarding procedure documentation
- Prepare software applications for users
- Led cross-functional teams to enhance operational efficiency and drive project success.
- Developed and implemented strategic plans to align departmental goals with organizational objectives.
Operations Center Manager
District Manager ~ NDOT
03.2019 - 02.2020
- Coordinate construction, TIM response, and emergency incidents with transportation operations
- Directly supervised two signal technicians and three operations center dispatchers
- Maintain community relations and created reports via 511 system and use of overhead remote displays for highway travelers
- Monitor traveler escalation requests and tracking incidents via CCTVs, while utilizing waze, apple maps, and 511
- Prepare and disperse news bulletins for community impacting closures
Critical Call Dispatch Supervisor
Union Pacific Railroad
03.2018 - 02.2019
- Assisted in answering critical calls from the public or train dispatch
- Coordinate track protection requirements to ensure safety of personnel working on or near the tracks
- Maintain community relations and outreach information
- Monitor dispatch call queues, train incident, military tracking, and escalations for average of 1,000 calls per day
- Prepared and reviewed reports for the CEO and legal offices for UPRR
- Prepared internal call out pages for investigation teams responding to critical incidents
- Reviewed calls and created reports for improvement processes
Critical Call Dispatcher
Union Pacific Railroad
09.2017 - 03.2018
- Complete detailed documentation of incidents
- Coordinate emergency responses for internal and external responders; police, fire, UPRR police, risk management, Hazmat
- Document timelines and updates for legal reports in RMS
- Handle multiple incidents in progress simultaneously
- Issue appropriate notification of critical incidents to city, county, state, and federal regulatory agencies within government time requirements to ensure coordinated response and reduce company liability
- Responsible for prioritizing, leading, coordinating, and documenting critical railroad incidents and police emergencies
Emergency Dispatcher
Sarpy County
10.2015 - 09.2017
- Established and maintain effective work relationships with internal departments and community relations
- Maintained radio communication with first responders and provide appropriate information
- Responded timely to all incoming phone calls, conduct a thorough interview to obtain all necessary information
- Responsible for monitoring multiple radio frequencies simultaneously
- Tested and adjusted communication and alarm systems, and report malfunctions to maintenance units
- Worked through high-stress situations
- Used emergency medical dispatch protocols
Education
Missile and Space Systems - Electrical Maintenance
Community College Of The Air Force
Vandenberg, CA3 2013
Bachelor of Arts (B.A.) - Criminal Justice
University Of Arkansas - Grantham
Fayetteville, AR1 2022
Skills
- Quoting processes
- Customer relationship management
- Understanding diverse perspectives
- Regulatory compliance
- High-volume management
- SLA compliance monitoring
- Quoting process
- Incident management
- Fire safety systems
Certification
Comptia A+
References
- Adam, Zapotocky, Special Agent (Dallas Division) Field Agent, amzapoto@up.com, (214) 458-5579, Union Pacific Railroad
- Brian, Barbour
Timeline
System Integrity Representative
Johnson Controls Inc
02.2024 - Current
Accounts Scheduler
Johnson Controls Inc.
08.2022 - 03.2024
Customer Success / Account Escalation Manager
Anova
02.2020 - 07.2022
Operations Center Manager
District Manager ~ NDOT
03.2019 - 02.2020
Critical Call Dispatch Supervisor
Union Pacific Railroad
03.2018 - 02.2019
Critical Call Dispatcher
Union Pacific Railroad
09.2017 - 03.2018
Emergency Dispatcher
Sarpy County
10.2015 - 09.2017
Missile and Space Systems - Electrical Maintenance
Community College Of The Air Force
Bachelor of Arts (B.A.) - Criminal Justice
University Of Arkansas - Grantham