Diane Wesley
Kingwood,TX
Summary
I am a highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. I am adept at working effectively unsupervised and quickly mastering new skills. I am a pleasant telephone operator delivering service with smile. I remain calm and organized in high-volume call environments. I am a critical thinker with many years of experience as Telephone Operator and Supervisor. I am reliable and consistently remains composed and professional at all times. I have a friendly demeanor with great people skills. I am a results-oriented individual with a passion for continuous learning and innovation. Known for leveraging analytical thinking and creativity to solve problems and deliver high-impact solutions in fast-paced environments.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Senior Communications Operator/Supervisor
Florida Atlantic University Police Department
Boca Raton, FL
03.2019 - 06.2024
- Utilized mapping programs to locate addresses for responders in the field.
- Served as a liaison between the public safety agency and outside organizations regarding operational issues.
- Provided customer service over the telephone, responding to inquiries and requests in a professional manner.
- Analyzed data collected from radio transmissions in order to identify trends or patterns that may indicate potential problems.
- Operated multi-line phone systems to route incoming calls accurately.
- Answered incoming calls and routed to the appropriate personnel.
- Reported any malfunctions or errors found in communications equipment immediately.
- Ran background checks on individuals as required by law enforcement officials.
- Coordinated communications between various public safety agencies during large scale incidents or disasters.
- Provided technical support for all telecommunications equipment including radios, computers and phones.
- Ensured that all communications were handled in a timely manner according to established protocols.
- Maintained knowledge of applicable federal, state, local laws and regulations related to public safety operations.
- Participated in meetings with other public safety personnel to discuss strategies for improving response times or increasing efficiency within the department.
- Developed policies and procedures related to dispatch operations.
- Assisted with training new Communications Operators on equipment usage and procedures.
- Evaluated performance of Communications Operators on an ongoing basis and provided feedback and coaching when necessary.
- Processed emergency and non-emergency calls for police, fire, ambulance services, and other municipal departments.
- Attended training sessions on new technologies used by the communications center.
- Monitored radio frequencies of public safety agencies to ensure proper communication between dispatchers and field units.
- Recorded detailed information from callers into computer system.
- Performed administrative duties such as filing reports, data entry, updating databases.
- Processed non-emergency requests for specific services such as groundskeepers and housekeeping.
- Helped handle problems such as fires and floods in different building areas.
- Evaluated and prioritized incoming calls to successfully allocate response team resources.
- Monitored fire, medical, and security alarms on campus.
- Operated intrusion detection, access control and CCTV feeds to track building activities.
- Dispatched maintenance and safety teams to address alarm calls.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Completed connections between callers, departments and professionals.
- Developed strong professional relationships with employees and clients through effective customer service skills.
- Updated and maintained personal copy of staff directory and other resources to verify accurate dispensing of information.
- Followed up with open calls to offer further assistance and close out issues.
- Entered information and updated client records following telephone interactions.
- Assisted individuals with hearing difficulties with using assistive services to complete calls.
- Suggested and checked alternate spellings, locations or listing formats to customers lacking details or complete information.
- Listened to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
- Kept equipment operational by following manufacturer's instructions and established procedures.
- Observed signal lights on switchboards and dialed or pressed buttons to make connections.
- Operated telephone switchboards and systems to advance and complete connections.
- Handled typing and data entry duties to correct and update electronic telephone directories.
- Participated in emergency preparation meetings to understand crisis management procedures.
- Operated telephone switchboard and routed calls to correct destination.
- Called prospective customers by operating telephone equipment, automatic dialing systems and other telecommunications technologies.
- Offered special assistance to persons unable to dial or in emergency situations.
- Greeted visitors or callers to handle inquiries or direct to appropriate persons.
- Answered routine questions about telephone and voice mailbox operations.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Created new strategies for improving customer service standards within the organization.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Performed monthly inventory checks to ensure sufficient stock levels for all products.
- Collaborated with other departments to coordinate workflow processes between teams.
- Evaluated employee performance through periodic reviews and documented results accordingly.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Tracked progress on projects and provided timely feedback to staff members.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Directed and supervised team of 12 employees in daily operations.
- Participated in recruitment efforts by interviewing prospective candidates for open positions.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Implemented quality control measures, significantly reducing error rates.
- Developed and maintained a safe working environment, adhering to all safety protocols and regulations.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
- Complied with company policies, objectives and communication goals.
- Resolved customer complaints and issues promptly, ensuring customer satisfaction and loyalty.
- Negotiated with vendors and suppliers to secure advantageous terms and pricing.
- Prepared and presented reports on team performance, challenges, and achievements to senior management.
- Addressed and resolved interpersonal conflicts within the team, maintaining a harmonious work environment.
- Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
- Trained new employees on company policies, job duties, and performance expectations.
- Acted as a liaison between upper management and staff, facilitating open communication.
- Identified opportunities for process improvements, leading to cost reductions and increased productivity.
- Audited company's legal documents to verify compliant policies and procedures.
- Maintained positive working relationship with fellow staff and management.
- Implemented strategies to take advantage of new opportunities.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
Telecommunicator
Palm Bay Police Department
Palm Bay, FL
10.2018 - 02.2019
- Adhered to strict confidentiality standards regarding sensitive information.
- Maintained contact with field units via radio or telephone communication.
- Recorded pertinent data from each call into a database system for tracking purposes.
- Collaborated with other public safety agencies during emergencies.
- Maintained knowledge of local streets and roads and landmarks within jurisdiction.
- Utilized mapping software to quickly determine location of caller or responding unit.
- Ensured compliance with local laws, regulations and departmental policies and procedures.
- Dispatched police officers to respond to various types of incidents.
- Initiated emergency response protocols when needed, such as activating sirens or dispatching additional personnel.
- Received and processed 911 calls for police, fire, and EMS services.
- Assessed incoming calls for urgency and determined appropriate response level.
- Managed multiple simultaneous tasks while remaining calm under pressure.
- Answered non-emergency calls and provided assistance as needed.
- Responded promptly and professionally to customer inquiries and concerns.
- Actively participated in training sessions related to new technologies or industry trends.
- Monitored multiple computer screens simultaneously to update information in real-time.
- Advised personnel about accidents, weather conditions or other hazards.
- Researched vehicle, wanted and missing persons information.
- Took caller information, read associated computer information and documented vital details in call tracking and assignment system.
- Mitigated risks and emergency response delays by efficiently monitoring public safety field units.
- Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
- Used radio, telephone and computer system to update first responders with new information.
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
- Responded to emergency calls routed by automatic distribution system.
- Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
Communications Supervisor
Broward Sheriff's Office
Fort Lauderdale, FL
07.1990 - 02.2017
- Provided technical support when necessary for software applications used at the center.
- Coordinated with local law enforcement agencies on procedures for responding to emergency situations.
- Conducted regular meetings with staff members to discuss performance issues or concerns.
- Maintained accurate records of all incoming calls received at the center.
- Collaborated with various departments throughout the organization to improve communication policies and procedures.
- Participated in community outreach events promoting public safety initiatives.
- Resolved customer complaints about service provided by the 911 Communications Center in a timely manner.
- Provided administrative support to the 911 Communications Center, including scheduling staff and reviewing payroll.
- Performed quality assurance evaluations of call-takers and dispatchers working in the 911 Communications Center.
- Ensured proper protocols were followed during all incoming calls related to emergencies.
- Reviewed incident reports generated after each emergency situation handled by personnel at the center.
- Assisted with developing strategies for handling high-stress situations encountered by call-takers and dispatchers.
- Trained new staff members on how to use computer systems used by the center.
- Investigated unusual occurrences reported by call-takers or dispatchers while on duty.
- Developed training plans for new employees in order to ensure they had a comprehensive understanding of their job duties.
- Analyzed data from previous incidents to identify areas for improvement within the department's operations.
- Monitored radio communications between emergency personnel in the field and the 911 Communications Center.
- Organized drills and exercises designed to test response times and accuracy of personnel working in the center.
- Created reports regarding staffing levels, equipment needs, dispatch times, and other relevant information concerning the 911 Communications Center.
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
- Advised personnel about accidents, weather conditions or other hazards.
- Used radio, telephone and computer system to update first responders with new information.
- Mentored junior team members and managed employee relationships.
- Researched vehicle, wanted and missing persons information.
- Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
- Responded to emergency calls routed by automatic distribution system.
- Took caller information, read associated computer information and documented vital details in call tracking and assignment system.
- Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
- Mitigated risks and emergency response delays by efficiently monitoring public safety field units.
Education
Associate of Science - Private Investigations
City College - Altamonte Springs
Ft. Lauderdale, FL06-2015
Skills
- Strong attention to detail
- Creative Writing
- Client Relations
- Telephone reception
- Service Management
- Scheduling
- Problem Research and Resolution
- Telephone Etiquette
- Caller Assistance
- Interpersonal Communication
- Active Listening
- Automated System Monitoring
- Customer Service
- Emergency Situation Response
- Flexible Schedule
- Customer Needs Assessment
- Decision-Making
- Adaptability and Flexibility
- Multitasking
- Professional Demeanor
- Analytical Thinking
- Task Prioritization
- Data Entry
- Time management abilities
- Written Communication
- Records Maintenance
- Problem-Solving
- Clear Communication
- Self Motivation
- Professional Communication
- Goal Setting
- Continuous Improvement
- Attention to Detail
- Correspondence Management
- Critical Thinking
- Interpersonal Skills
- Reliability
- Issue response and resolution
- Teamwork and Collaboration
Certification
- APCO Certification
- State Certification in Public Safety
- Certified Communications Training Officer
- NCIC/FCIC Certified
- NAEMD Certified
- Certification for Supervisor Leadership Program
- IS100-IS700 Homeland Security
- Additional training-Ethics, Generational Differences, Site Management Mentorship, Tactical Dispatching
Timeline
Senior Communications Operator/Supervisor
Florida Atlantic University Police Department
03.2019 - 06.2024
Telecommunicator
Palm Bay Police Department
10.2018 - 02.2019
Communications Supervisor
Broward Sheriff's Office
07.1990 - 02.2017
Associate of Science - Private Investigations
City College - Altamonte Springs
- APCO Certification
- State Certification in Public Safety
- Certified Communications Training Officer
- NCIC/FCIC Certified
- NAEMD Certified
- Certification for Supervisor Leadership Program
- IS100-IS700 Homeland Security
- Additional training-Ethics, Generational Differences, Site Management Mentorship, Tactical Dispatching
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