Crissy Joleen Shevlin
Riverbank,CA
Summary
Senior Public Safety Dispatcher with extensive experience in emergency response and crisis management at City of Tracy. Demonstrated ability to optimize dispatch operations, ensuring swift responses to critical incidents while upholding rigorous record-keeping standards. Proven track record in effective communication and team leadership, contributing to enhanced public safety outcomes.
Overview
13
13
years of professional experience
Work History
Senior Public Safety Dispatcher
City of Tracy
Tracy, USA
07.2021 - Current
- Under general supervision, leads, reviews, and participates in the work of staff responsible for receiving police and emergency calls and dispatching Police units following prescribed procedures; answers non-emergency calls for public safety and other City departments; performs a variety of general administrative support duties including record keeping, typing, and filing; and performs related duties as required.
- Leads, directs, and oversees the work of lower-level staff performing public safety dispatch duties; monitors day to day operations of the Communications Center.
- Receives and evaluates police and emergency calls, and related business calls for the City during an assigned portion of the 24-hours-per-day/7-days-per-week Police Department operations; provides information and/or transfers calls to the appropriate department, agency, or response organization; takes messages for Police Department personnel.
- Acts as a liaison to the public and representatives of other agencies for the department.
Public Safety Dispatcher
City of Tracy
Tracy, USA
04.2018 - 07.2021
- Receive, properly interpret and relay information via the telephone and/or radio; analyze and act promptly in response for assistance to law enforcement emergencies; direct fire and medical emergencies to the proper agency for response; accurately utilize a computer-aided dispatch system to initiate a response to effectively handle emergencies; utilize a two-way radio system to communicate with field units; and accurately maintain the status of all field units.
- Receive, interpret, classify, prioritize, and respond to calls of a routine and emergency nature including life-threatening situations.
- Communicate and coordinate with police units and patrol supervisors for required response and deployment.
Sales Service Coordinator
Old Republic Home Protection
San Ramon, USA
04.2017 - 04.2018
- Identify and communicate concerns, problems, and challenges to leadership in a positive, constructive, and solution-orientated manner. Act as a role model by being pro-company and supportive of all employees and teams within the company. Work well with minimal supervision resolving service issues that have escalated, following escalation procedures. Handle service issues in accordance with California Department of Insurance Fair Claims Act; Educate appropriate parties as to Plan coverage, limitations, processes, and procedures; Determine and articulate effective resolutions to escalated service situations; Drive service issues to completion, in a timely manner; Follow up with appropriate parties in a timely manner, to meet expectations; Provide pleasant customer experience regardless of coverage outcome; Be open to coachings to enhance effectiveness; Transfer calls to appropriate departments whenever necessary; Escalate calls through the proper channels as required; Work as a team to maintain high levels of satisfaction for those interacting with the Sales Service unit; Work in an exception based department, keeping in mind the Company and Department goals to build and retain business within the Real Estate industry.
- Provided sage customer service while adjudicating claims within Plan coverage.
- Helped maintain a company profit of at least 8%.
Authorization Agent/TPS Agent
Old Republic Home Protection
San Ramon, USA
02.2016 - 03.2017
- Inbound call center agent authorizing repairs or replacements for customer’s houses depending on the protection plan they purchased. If a repair or replacement is not covered on their protection plan, provide excellent customer service to ensure the customer is satisfied. Became a TPS agent in October 2016 with responsibilities ranging from entering and sending coachings to agents to help promote agent performance, providing peer-to-peer support through chair sides and being available to answer questions.
- Helped save plan holders thousands of dollars by making educated coverage decisions on major appliances and systems in their homes.
- Took an average of 5 calls per hour for 8 months.
Sales Customer Relations Manager
Mercedes-Benz of Walnut Creek
Walnut Creek, USA
08.2015 - 01.2016
- Led a team of 20+ salesmen to be number one in the Market for Customer Satisfaction. Maintained customer satisfaction and scheduling appointments for Product Concierge while keeping accurate records in Microsoft Word and Excel. Manager of 20+ Salesmen’s performance and guaranteed they met their individual goals in sales and CSI for the month as well as making sure the dealership met its goals. Assisted the Finance Director with any bank packets or customer needs.
- Provided sage customer service intervention to maintain a customer satisfaction index ranging from 980 to 1000 in a 1000-point survey.
- Ensured the dealership’s customer satisfaction rating kept within MBUSA’s expectations for business funding.
First Impressions Team
Mercedes-Benz of Walnut Creek
Walnut Creek, USA
06.2015 - 08.2015
- Provided top-notch customer service as the first impression a customer had walking into the store or calling by phone. Assisted the finance department and business office. Answered the multi-line telephone.
- Made prospective customers feel welcomed to the dealership and helped promote sales.
- Helped ensure every car loan bank packet was complete and sent within the allotted 3-business day timeframe.
Manager
Docs Smoked BBQ and Burgers
Sonora, USA
05.2013 - 07.2014
- Co-Managed and Owned the restaurant with my sister. Managed the daily activity of the restaurant, as well as providing top-notch customer service to every customer who entered the establishment. Oversaw the daily responsibilities of a team of 4 employees. Assisted with hiring of new employees and payroll.
- Learned money-saving abilities with buying from local farmers and ranchers rather than buying from chain-businesses.
- Made business profits of an estimated $80,000 annually.
- Maintained an A+ health code rating for 3 years.
Education
Bachelor of Science - Paralegal Studies
Liberty University
Lynchburg, VA05.2018
Bachelor of Science - Psychology, Criminal Justice
Liberty University
Lynchburg, VA05.2016
Skills
- Emergency response and crisis management
- Records management and record keeping
- Radio communication and call prioritization
- Effective communication
- Team leadership
Volunteer Programs
- Every 15 Minutes Program
- Azusa Unified School District
- Shepherd’s Gate Brentwood Campus
Accomplishments
Chief Commendation - October 2024
Timeline
Senior Public Safety Dispatcher
City of Tracy
07.2021 - Current
Public Safety Dispatcher
City of Tracy
04.2018 - 07.2021
Sales Service Coordinator
Old Republic Home Protection
04.2017 - 04.2018
Authorization Agent/TPS Agent
Old Republic Home Protection
02.2016 - 03.2017
Sales Customer Relations Manager
Mercedes-Benz of Walnut Creek
08.2015 - 01.2016
First Impressions Team
Mercedes-Benz of Walnut Creek
06.2015 - 08.2015
Manager
Docs Smoked BBQ and Burgers
05.2013 - 07.2014
Bachelor of Science - Paralegal Studies
Liberty University
Bachelor of Science - Psychology, Criminal Justice
Liberty University