Dionna Glasgow
Riverdale,GA
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced, high-volume environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes, supporting team objectives and following strict protocols. Seeking a role where my employee relations & human resource skills, accuracy, vigilance, compassion, and emergency response experience support the company in every way.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Employee Relations Claims Representative
Progressive Insurance Company
09.2025 - Current
- Reviewed & processed inbound Employee Relation claims to determine proper routing
- Monitored high-volume ER cases using internal tools, resources & case management systems to ensure accuracy and compliance with company regulations
- Communicated with employees & customers during stressful situations using empathy
- Communicated effectively with employees & clients to gather necessary information for accurate claim assessments.
- Collaborated with partners to expedite claims resolution and improve customer satisfaction.
- Identified inconsistencies and safety risks
- Documented case notes and coordinated with adjusters and external parties
- Analyzed complex ER claims situations to identify potential fraud or discrepancies in documentation.
Emergency Communications Human Resource Specialist
Delaware River and Bay Authority Police
08.2022 - 07.2025
- Maintain awareness of activity, locations, and risk factors.
- Document all actions in real time using CAD.
- De-escalate distressed callers with calm communication.
- Prioritize safety-related complaints and determine response levels & proper assignments
- Escalate critical information quickly and accurately to appropriate departments.
- Monitor multiple complaints to ensure proper assignment and follow through.
- Maintained accurate logs and records for operational accountability.
Dispatcher / Emergency Communications
Delaware State Police
09.2020 - 08.2022
- Monitor multiple screens and communication channels to ensure safety.
- Maintain awareness of activity, locations, and risk factors.
- Document all actions in real time using CAD.
- Coordinated emergency response efforts, effectively managing resources and personnel during critical incidents.
- Operated multiple communication systems to ensure clear and timely information flow among units.
- Analyzed incoming calls to prioritize service requests, enhancing response efficiency and public safety.
- Developed training materials for new dispatchers, improving onboarding process and knowledge retention.
- Collaborated with law enforcement agencies to improve interdepartmental communication and coordination strategies.
- Streamlined workflow processes through technology integration, resulting in reduced response times.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Maintained updated and detailed records of calls in physical and electronic database.
- De-escalate distressed callers with calm communication.
- Prioritize safety-related calls and determine response levels.
- Relay critical information quickly and accurately.
Customer Service / Clerk
United States Postal Service
09.2010 - 09.2019
- Delivered high-level customer service.
- Documented needs and resolved concerns quickly.
- Processed payments, forms, passports, and mail accurately.
- Provided patient support to frustrated or confused customers.
Education
High School - Business Administration & Finance
Overbrook High School
Philadelphia, PA06.2005
Skills
- Observation & Monitoring
- Continuous Safety Surveillance
- Incident Reporting & Documentation
- De-escalation & Crisis Communication
- Emergency Response Protocols
- Attention to Detail & Behavioral Awareness
- Multitasking Across Multiple Screens
- Time management
- Team collaboration
- Decision-making
- Interpersonal communication
- Data analysis
- Settlement negotiation
- Documentation review
- Database management
- File management
- Attention to detail
- Critical thinking
- Active listening
- Fast & Accurate Data Entry (60 WPM)
- Calm Under Pressure
- Microsoft office
- Insurance claims review
- Claims investigation
Certification
- APCO Certified – Emergency Communications
- Basic Life Support (BLS) – CPR & First Aid
- IAED Certified – Emergency & Medical Dispatch
- Resident Producer License (Life & Fixed Annuities)
Timeline
Employee Relations Claims Representative
Progressive Insurance Company
09.2025 - Current
Emergency Communications Human Resource Specialist
Delaware River and Bay Authority Police
08.2022 - 07.2025
Dispatcher / Emergency Communications
Delaware State Police
09.2020 - 08.2022
Customer Service / Clerk
United States Postal Service
09.2010 - 09.2019
High School - Business Administration & Finance
Overbrook High School