Summary
Overview
Work History
Education
Skills
Accomplishments
Telephone - Mobile
Languages
Timeline
Generic

Consuelo Craig

Yuma,AZ

Summary

I am a self-motivated and ambitious individual with a wide range of skills and experience within the Customer Service sector. I am part of a high-profile team dedicated to providing our clients with the highest level of service. In addition, I am heavily involved in investigating problems and complaints for each citizen. As a result, I can identify an amicable solution for all parties concerned using my problem-solving and leadership skills. Consistently works to the highest professional standards and thrives as part of a cohesive team that meets and exceeds set targets. I am approachable, can lead and motivate others to make decisions in difficult situations and have a solid aptitude to meet targets and deadlines.

Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.

Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Dynamic individual with hands-on experience in Microsoft, 911 equipment, Computer-Aided Dispatch, and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals. Diligent in completing investigations with extensive knowledge with dispatch and 9-1-1 technology and successful track record in optimizing system performance. Proven ability to manage and troubleshoot complex control systems, ensuring seamless operational efficiency. Demonstrated expertise in process automation and real-time data analysis. Dedicated Social Worker offering 23 months of counseling and crisis intervention expertise. Offering comprehensive background in social services and managing, as well as strong interpersonal, organizational and computer skills. Builds client rapport and assesses needs to provide appropriate resources. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level customer service position. Ready to help team achieve company goals. Recent graduate with foundational knowledge in Business Administration, Human Resources and hands-on experience gained through academic projects and internships. Demonstrates strong teamwork, problem-solving, and time-management skills. Prepared to start career and make meaningful contributions with commitment and drive.

Overview

17
17
years of professional experience

Work History

Investigator

Arizona Department of Child Safety
06.2023 - 04.2025
  • Responding to reported allegations of child abuse and neglect
  • Assessing child safety and risk
  • Conducting investigations regarding a child abuse report
  • Assess the parents, children, and all those involved in the investigation.
  • Identifying support and resources to help children remain safely at home.
  • Facilitating removal and arrangement of child or children into an alternative placement
  • Participating in team meetings to follow up on individual and case progress.
  • Documenting client activity and completing reports.
  • Attending Court hearings
  • Preparing case plans
  • Placing children, transporting children, and moving a child's possessions when needed
  • Enter all documentation into the Guardian software.
  • Ensured smooth operations by promptly addressing and resolving DCS-related issues.
  • Documented findings and prepared detailed reports.
  • Conducted thorough face-to-face interviews with employers, families, neighbors, friends, and suspects, and documented investigative findings.
  • Collected, analyzed and interpreted information, documentation, and physical evidence associated with investigations.
  • Collected information pertaining to criminal proceedings and performed investigations to resolve cases.
  • Improved case resolution rates by conducting thorough investigations and utilizing effective interviewing techniques.
  • Prepared case reports from allegations, transcripts of interviews and physical evidence.
  • Managed sensitive case information with utmost discretion, ensuring confidentiality and integrity in all proceedings.
  • Developed comprehensive reports that accurately detailed investigation findings and supported legal proceedings.

911 Communications Manager

Yuma Police Department
04.2019 - 10.2022
  • Oversees, manages and coordinates the daily operations of the Public Safety Communications Center, a recognized Public Safety Answering Point (PSAP).
  • Oversees, directs, prioritizes, schedules, and evaluates assigned staff in the Communications Center.
  • Prepares yearly budget for the fiscal year for the Communications Center.
  • Liaisons with outside agencies, committees, departments, and National, State, and local professional organizations and agencies.
  • Analyzes, researches, investigates, and resolves issues within the Communications Center.
  • Serves as the Assistant System Security Officer for the Arizona Criminal Justice Information System (ACJIS) and Systems Administrator for the Computer Aided Dispatch.
  • Manages the city 911 system.
  • Attend Hiring and Recruiting events representing the Communications Center through the colleges and hiring agencies throughout the community to increase job opportunities.
  • Ensures high quality, prompt customer service.
  • Manages, reviews, updates, and recommends the annual Communications Center budget.
  • Monitors and recommends the purchase of equipment to update and improve Public Safety Communications services.
  • Negotiates purchasing and equipment contracts with approved vendors.
  • Researches and responds to citizen questions and comments.
  • Coordinates interdepartmental operations and activities to maximize the effectiveness and efficiency of department resources.
  • Resolves moderately complex problems encountered in the performance of work assignments.
  • Supports the relationship between the City and the general public by demonstrating courteous and cooperative behavior when interacting with citizens, visitors, and City staff; promotes the City goals and priorities, vision, values, and the 'Yuma Way' and complies with all City policies and procedures.
  • Maintains absolute confidentiality of work-related issues and City information; performs other duties as required or assigned.
  • Improved interdepartmental communication by collaborating with police, fire, and EMS departments on joint initiatives.
  • Contributed to community outreach initiatives, promoting public awareness of emergency services and their functions.
  • Maintained up-to-date knowledge of industry best practices by attending conferences, workshops, and training sessions regularly.
  • Enhanced response times by streamlining call-taking procedures and prioritizing emergency situations.
  • Boosted team morale through regular performance evaluations and constructive feedback sessions.
  • Coordinated resource allocation during large-scale events or disasters, ensuring efficient utilization of available assets.
  • Conducted ongoing quality assurance reviews to identify areas of improvement in call handling protocols.
  • Ensured timely resolution of technical issues by coordinating with IT support staff on hardware and software maintenance.
  • Spearheaded recruitment efforts to attract diverse talent for open positions within the communications center.
  • Managed budgets effectively by monitoring expenditures closely and identifying cost-saving measures where appropriate.
  • Oversaw scheduling and staffing needs for a 24/7 operation, optimizing coverage during peak hours.
  • Developed and maintained policies and procedures to ensure compliance with regulatory standards.
  • Fostered an environment that emphasized teamwork, cooperation, and excellence in service delivery among employees.
  • Increased accuracy in dispatching resources with the implementation of a computer-aided dispatch system.
  • Established a culture of continuous learning through professional development opportunities for staff members.
  • Optimized dispatcher workflows through data-driven analysis, allowing for more effective management of high-pressure situations.
  • Cultivated strong working relationships with external agencies such as local hospitals, utilities providers, and transportation services for seamless coordination during emergencies.
  • Enhanced overall public safety by developing and implementing policies that promoted efficient response to emergency calls and critical incidents.
  • Assisted callers in emergency situations with appropriate information and support.
  • Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
  • Operated emergency response systems to update and retrieve up-to-date information for first responders.
  • Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
  • Reduced risks and emergency response issues by observing public safety field units.
  • Automated document flow by ensuring logbooks and fire, accident, and emergency reports were maintained with 100% accuracy.
  • Streamlined recordkeeping processes by transitioning to digital documentation and archiving systems.

Records/Communications Manager

Denison Police Department
01.2017 - 03.2019
  • As necessary, answer and process incoming 911 and non-emergency calls for assistance from the public.
  • Responsible for new hire selection and training. Complete thorough Background investigation checks on all dispatch or records applicants.
  • Oversees and coordinates the day-to-day activities of Public Safety Communications Center employees and system operations.
  • Supervises public safety records department and staff.
  • Responsible for strategic planning and coordination of future 911 technology implementation.
  • Assists with the annual budget of the Communications Center and assures proper stewardship of funds.
  • Maintains Master Street Addressing Guide (M.S.A.G.).
  • Periodically update geospatial/geographic information systems (G.I.S.).
  • Supervises, trains, and evaluates the performance of assigned personnel; monitors and ensures staff compliance with Center policies, procedures, and regulatory requirements.
  • Prepares and maintains employee work schedules; monitors/ensures appropriate levels of staff coverage; seeks to reduce non-voluntary overtime by effectively utilizing staff resources.
  • Conducts monthly staff meetings and addresses operational issues; provides technical guidance and assistance to Telecommunications Operators as required.
  • Ensures accountability of division staff by appropriate discipline application.
  • Monitors incoming and outgoing telephone calls and radio traffic; reviews ring times, hold times, and call distribution; ensures the delivery of high-quality customer service by dispatch personnel.
  • Coordinates with the Administrative Lieutenant to interpret, apply, and explain regulations, policies, and procedures pertaining to public safety communications and emergency response activities.
  • Operates, monitors, and assists in maintaining various types of telecommunications systems and software, including Texas Law Enforcement Telecommunications System (TLETS), Computer Aided Dispatch (CAD), Firehouse, Records Management System (RMS), and Municipal Court Citation Maintenance systems.
  • Participates in diagnosing and troubleshooting hardware and software issues as required.
  • Monitors, maintains and troubleshoots the 150 MHz Radio System; ensure compliance with interoperability requirements and the availability of interrupted communications to responders.
  • Maintains and assigns radio patches and talk groups in mutual aid situations.
  • Monitors TLETS for emergency weather situations; activates the early warning system (Computer) and tornado sirens to advise the public of impending danger; pages out emergency personnel as required.
  • Provides staff support and assistance to the Administrative Lieutenant, including project management.
  • Prepares, reviews, and maintains various dispatch records, reports, and documentation.
  • Coordinates with the City's Police and Fire departments to investigate complaints, identify areas for improvement, and promote a successful working relationship between the agencies.
  • Participates in providing public tours of Communications Center facilities; delivers 911 training to various volunteer organizations associated with public safety divisions.
  • Attends and participates in a variety of administrative and committee meetings.
  • Instruct in-house and multi-jurisdictional training classes in dispatch telecommunication certifications.
  • Performs other related duties as assigned or required.
  • Evaluated existing communication strategies and made data-driven recommendations for improvement, resulting in increased overall effectiveness.
  • Coordinated advocacy relations meetings and prepared necessary materials in advance.
  • Developed communications strategies to drive forward progress in public relations.
  • Built and maintained relationships with key clinicians, spokespeople, advocates and opinion leaders.
  • Analyzed market data to inform strategic decisions.
  • Designed and implemented crisis communication plans, safeguarding company reputation during critical times.
  • Conducted market research to inform and adapt communication tactics for target audiences.
  • Analyzed feedback from communication campaigns to refine strategies and tactics.
  • Improved team productivity, organizing regular training sessions on communication best practices.

Head Cashier / Flooring Specialist

Lowe's
02.2016 - 03.2019
  • Manages all checkout functions by processing sales transactions and refunds.
  • Monitors cash drawer amounts and maintains checkout area.
  • Oversees registers and store supply usage coverage, performs opening procedures, and provides excellent customer service by assisting customers and addressing issues.
  • Helped customers with any flooring questions and was responsible for keeping the area clean.
  • Maintained a clean and organized work area, contributing to a pleasant shopping environment for customers.
  • Mentored new cashiers, providing comprehensive training that resulted in increased productivity.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Handled escalated customer concerns with professionalism and empathy, working diligently toward satisfactory resolutions.
  • Educated employees on register use, merchandising, and customer service.
  • Provided exceptional customer service by promptly resolving issues and fostering positive relationships with patrons.
  • Assisted customers by answering questions and fulfilling requests.
  • Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
  • Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
  • Ensured accuracy in cash handling, minimizing discrepancies and maintaining balanced registers.
  • Worked closely with team members from other departments to resolve complex customer issues or facilitate seamless transactions.
  • Led cashiers and associates in providing thoughtful customer service.
  • Taught employees fundamentals of register use, merchandise scanning and customer service.
  • Coordinated breaks for fellow cashiers, ensuring continuous coverage during busy periods without compromising productivity.
  • Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
  • Conducted regular audits of register tills, ensuring accuracy in daily cash counts and minimizing discrepancies.
  • Assisted customers with returns and exchanges, adhering to company policies while ensuring complete satisfaction.
  • Enhanced customer satisfaction by efficiently processing transactions and addressing inquiries.
  • Processed both cash and card purchases and returns.
  • Streamlined the checkout process for improved customer experience and reduced wait times.
  • Adhered to company guidelines regarding security protocols when managing large sums of money or sensitive financial information.
  • Facilitated and logged store opening, closing, and shift changes.
  • Managed multiple registers during high-traffic periods, effectively reducing customer wait times and increasing sales revenue.

Sergeant

Grayson County Sheriff's Office
12.2007 - 06.2016
  • Answered all 911 calls promptly.
  • Responsible for monthly schedules for 12 employees and ensuring adequate 24-hour staffing meets the changing workload demands.
  • Responsible for new hire selection and training. Complete thorough Background and investigation checks on all dispatch applicants.
  • Responsible for monthly evaluations of new employees and yearly evaluations.
  • Responsible for ensuring that every employee followed a strict confidentiality policy.
  • Adheres to all compliance and HIPPA regulations and procedures and ensures all staff follow procedures and protocol.
  • Responsible for monthly validation (State Computer) entries.
  • Dealing with every call as an emergency, providing the best service to the caller, and ensuring the safety of the caller at the same time.
  • Responsible for every incoming call from the radio for either police or fire channel. Know if the call would be inside the city or outside the county jurisdiction.
  • Ensure that all equipment functions correctly for citizens' and Officer/Deputy/Fire/EMS personnel's safety.
  • Update SOPs in the dispatch office. Created a Training manual for new employees.
  • Responsible for all the Sheriff's Office personnel training. Entering each Employee's time sheets into GEMS.
  • Responsible for ensuring that every warrant received in dispatch is entered within its time limit.
  • Responsible for Inmate Detainer with Outstanding Warrants and were located in other Cities or States.
  • Responsible for monthly 911 Call Volume Report, TTY/TDD training report, and 911 Trouble Ticket Report.

Education

Masters - HR Management

DeVry University
Naperville, IL
05.2025

BA - Business Admin, Spanish

Austin College
Sherman, TX
01.2008

Associate of Science - Bus Admin

Grayson Co College
Denison, TX
01.2005

Texoma Regional Police Academy -

Grayson Co College
Denison, TX
01.1997

General Studies -

Sherman High School
Sherman, TX
01.1991

Skills

  • I have 25 1/2 years knowledge on answering multiple-phone lines, process incoming calls, dispatching, recruiting, hiring, investigations, and running background checks Through out my career in dispatch, I trained other dispatchers, officers, adult probation officers, and jailers in CJIS (Criminal Justice Information System)
  • Detailed report writing
  • Interview techniques
  • Ethical and honest
  • Due diligence
  • Calm in crisis situations
  • Continuous improvement
  • Background checks
  • Court testimony
  • Records management
  • Emergency safety plans
  • Deadline and results-oriented
  • Researching skills

Accomplishments

  • Documented and resolved investigations which led to positive connections and strong relationships with families.
  • Supervised team of 44staff members.
  • Collaborated with team of 2 in the development of Government Grant for the purchase of a new CAD for dispatch.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Telephone - Mobile

9034213604

Languages

Spanish
Native or Bilingual

Timeline

Investigator

Arizona Department of Child Safety
06.2023 - 04.2025

911 Communications Manager

Yuma Police Department
04.2019 - 10.2022

Records/Communications Manager

Denison Police Department
01.2017 - 03.2019

Head Cashier / Flooring Specialist

Lowe's
02.2016 - 03.2019

Sergeant

Grayson County Sheriff's Office
12.2007 - 06.2016

BA - Business Admin, Spanish

Austin College

Associate of Science - Bus Admin

Grayson Co College

Texoma Regional Police Academy -

Grayson Co College

General Studies -

Sherman High School

Masters - HR Management

DeVry University

Similar Profiles

CREATE PROFILE
Consuelo Craig