Dionne Johnson-Snagg
Minneola,FL
Summary
Attentive telecommunications professional with training and experience to handle stressful situations. Organized and thorough in documenting calls. Helps first responders coordinate emergency actions and support local community.
Overview
21
21
years of professional experience
Work History
911 Public Safety Telecommunicator
Winter Garden Police Department
04.2015 - Current
- Monitors and responds to radio traffic on multiple channels
- Enters, updates, and retrieves information from teletype networks and computerized data systems regarding such things as wanted persons, stolen property, vehicle registration, and stolen vehicles
- Operate a multi-line telephone console system, alerting system, and TDD system for the deaf and hearing-impaired
- Relayed latest information to first responders via electronic means, telephone calls and radio responses.
- Read system maps and caller information, and documented details in system.
- Offered friendly and efficient service to customers, handled challenging situations and deescalated them with ease.
- 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.
DSNP Navigator
United Healthcare
02.2023 - 07.2023
- Schedule appointments with various providers
- Filed complaints, appeals and grievances
- Documented all calls to maintain compliance
- Maintained a strong relationships with members to build rapport and trust
- Respond and resolve member issues on the initial call
- Educate and assist members on how to maximize plan benefits
- Contact care providers on behalf of members
- Maintain metrics and adherence
- Main advocate and advisor for over 600 members on assigned panel
- Built and maintained positive working relationships with patients and staff.
- Resolved billing inquiries and disputes in timely fashion.
Service Manager
Olive Garden
10.2009 - 04.2015
- Manage the front of the house operations
- Balanced all cash terminals throughout the restaurant before and after each shift
- Schedule and receive food and beverage deliveries, checking delivery contents to verify product quality and quantity
- Conducted interviews and train new hires
- Resolved all guest grievances in a timely manner
- Establish standards for personnel performance and customer service
- Schedule staff hours and assign duties
Resident Aide
Superior Residences
01.2009 - 10.2009
- Review patients' dietary restrictions, food allergies, and preferences to ensure patient receives appropriate diet
- Communicate with patients to ascertain feelings or need for assistance or social and emotional support
- Lift or assist others to lift patients to move them on or off beds, examination tables, surgical tables, or stretchers
- Exercise patients who are comatose, paralyzed, or have restricted mobility
- Provide information, such as directions, visiting hours, or patient status information to visitors or callers
- Restock patient rooms with personal hygiene items, such as towels, washcloths, soap, or toilet paper
- Provide physical support to assist patients to perform daily living activities
SHIFT SUPERVISOR
Dunkin Donuts & Baskin Robbins
07.2003 - 11.2007
- Schedule staff hours and assign duties
- Helped store management meet standards of service and quality in daily operations.
- Schedule and receive food and beverage deliveries, checking delivery contents to verify product quality and quantity
- Review work procedures and operational problems to determine ways to improve service, performance, or safety
- Record the number, type, and cost of items sold to determine which items may be unpopular or less profitable
Education
Electronic Medical Records Certificate -
University of Phoenix
Orlando, FL2022
Bachelor of Science - Health Administration
University of Phoenix
Orlando, FL2017
High School Diploma -
South Lake High School
Groveland, FL2003
Skills
- Time Management
- Critical Thinking
- Active Listening
- Strong conflict resolution skills
- Types [60] WPM
- Customer Experience
- Patient Health Information Access
- Microsoft Word
Timeline
DSNP Navigator
United Healthcare
02.2023 - 07.2023
911 Public Safety Telecommunicator
Winter Garden Police Department
04.2015 - Current
Service Manager
Olive Garden
10.2009 - 04.2015
Resident Aide
Superior Residences
01.2009 - 10.2009
SHIFT SUPERVISOR
Dunkin Donuts & Baskin Robbins
07.2003 - 11.2007
Electronic Medical Records Certificate -
University of Phoenix
Bachelor of Science - Health Administration
University of Phoenix
High School Diploma -
South Lake High School
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