Cristiano Dutra
LYNN,MA
Summary
Driven team leader and player with a demonstrated record of success in work with people during life-threatening, dangerous and other tough situations. Adept at being calm in pressure situations and a proven track record of motivating and teaching multiple demographics.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Training & Quality Assurance Supervisor
Metro North Regional Emergency Communications Center
Revere, MA
05.2024 - Current
- Developed and implemented Quality Assurance policies, procedures, and standards.
- Provided guidance to staff on best practices in quality assurance methods.
- Supervised onboarding and training of new personnel to maximize capacities of quality assurance team.
- Collaborated with management to discuss effective plans for resolving major quality problems.
- Developed and implemented training programs for new employees.
- Instructed trainees on proper use of office equipment and software applications.
- Assisted with onboarding process by providing orientation materials to new hires.
- Maintained records of attendance at all trainings and provided feedback to department managers regarding employee participation levels.
911 Dispatch Supervisor
Metro North Regional Emergency Communications Center
Revere, MA
08.2018 - 05.2024
- Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
- Managed eighteen dispatchers while delegating job assignments, tracking project status, processing payroll, scheduling itineraries and resolving issues to maximize productivity.
- Mitigated risks and emergency response delays by efficiently monitoring public safety field units.
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
- Used radio, telephone and computer system to update first responders with new information.
Bartender
Abby Lane Food & Spirits
Boston, MA
02.2016 - 06.2017
- Managed bar area, cocktail design and menu and handled inventory, regulation compliance and customer relationships.
- Balanced daily registers and generated sales reports for management.
- Maintained knowledge of bar and menu options to prepare drinks and make food recommendations.
- Poured wine, beer and cocktails for patrons.
- Collected and organized daily till totals and tips.
- Talked easily with patrons to build rapport and earn repeat business.
Bar Manager
Rock Bottom Restaurant & Brewery
Boston, MA
02.2015 - 06.2017
- Interviewed, hired and trained staff to improve customer retention and bolster sales.
- Monitored cash intake to reduce discrepancies.
- Complied with health codes, sanitation requirements and license regulations while streamlining productivity initiatives.
- Planned and coordinated special events to boost customer numbers and profits.
- Controlled labor costs by adjusting schedules and workflows to align with anticipated customer demands.
- Increased revenue by promoting additional products and assisting with beverage menu.
Bartender
Rock Bottom Restaurant & Brewery
Boston, MA
10.2011 - 02.2015
- Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash transactions.
- Managed bar area, cocktail design and menu and handled inventory, regulation compliance and customer relationships.
- Balanced daily registers and generated sales reports for management.
Server/Restaurant Waiter
La Siesta Restaurante
Winthrop, MA
08.2010 - 10.2011
- Provided exceptional service to high volume of daily customers.
- Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.
Server/Head Waiter
Texas Roadhouse Restaurant
Everett, MA
10.2008 - 05.2010
- Dealt with customer issues for servers, consistently upholding professionalism and calmness to maintain customer satisfaction.
- Completed opening and closing checklists to facilitate smooth restaurant operations.
- Calculated charges, issued table checks, and collected payments from customers.
- Communicated with hosts, bussers, and kitchen staff to prepare for and serve customers.
- Served high volume of tables at once and simultaneously supervised serving staff.
Education
Some College (No Degree) - Criminal Justice
Bunker Hill Community College
Charlestown, MASome College (No Degree) - Criminal Justice
Fisher College
Boston, MASkills
- CPR and First Aid
- CTO Certified
- Active Listening
- Problem-Solving
- Call Records Maintenance
- Verbal and Written Communication
- Providing Clear Directions
- Decision Making
- Verbatim Transcription
- Data Entry
- Information Relay
- Prioritizing Situations
- Portuguese Fluency
- Telephone Etiquette
- Computer Skills
- Flexible Schedule
Languages
Portuguese
Professional
Certification
- Emergency Medical Dispatch (EMD)
- Communications Training Officer (CTO)
- Public Safety Telecommunicator (PST)
Timeline
Training & Quality Assurance Supervisor
Metro North Regional Emergency Communications Center
05.2024 - Current
911 Dispatch Supervisor
Metro North Regional Emergency Communications Center
08.2018 - 05.2024
Bartender
Abby Lane Food & Spirits
02.2016 - 06.2017
Bar Manager
Rock Bottom Restaurant & Brewery
02.2015 - 06.2017
Bartender
Rock Bottom Restaurant & Brewery
10.2011 - 02.2015
Server/Restaurant Waiter
La Siesta Restaurante
08.2010 - 10.2011
Server/Head Waiter
Texas Roadhouse Restaurant
10.2008 - 05.2010
Some College (No Degree) - Criminal Justice
Bunker Hill Community College
Some College (No Degree) - Criminal Justice
Fisher College
- Emergency Medical Dispatch (EMD)
- Communications Training Officer (CTO)
- Public Safety Telecommunicator (PST)
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