Donna Westmoreland
Gastonia,NC
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
38
38
years of professional experience
Work History
Telecommunications Supervisor
Gaston County Police Department
Gastonia, NC
12.2020 - Current
- Resolved customer complaints promptly and professionally in accordance with company policy.
- Interpreted information from multiple sources in order to provide accurate instructions and directions to responding officers or units in the field.
- Utilized various software programs to access databases and retrieve pertinent information related to ongoing investigations or emergencies.
- Prioritized incoming calls based on urgency levels, ensuring prompt response times for high priority incidents.
- Handled highly sensitive confidential information with discretion and professionalism.
- Maintained an up-to-date knowledge of local geography, streets, landmarks, and resources for responding personnel.
- Analyzed incoming calls to determine appropriate responses based on established policies and procedures.
- Conducted periodic quality assurance checks to ensure that all calls were handled properly and efficiently.
- Responded quickly and calmly under pressure during stressful situations.
- Communicated effectively with staff members at all levels of the organization in order to facilitate efficient operations.
- Actively monitored multiple systems simultaneously while maintaining situational awareness of call activity.
- Provided technical support to field units during emergency situations.
- Performed data entry for incident reports into a computer-aided dispatch system.
- Provided technical assistance over the phone or through email communications when needed.
- Assisted in training and mentoring new telecommunicators on proper protocols.
- Coordinated with other agencies, such as police departments or fire departments, when necessary.
- Monitored radio channels to ensure accurate communication among the team members.
- 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.
- Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
- Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
- Dispatched police officers and emergency personnel to calls for service.
- Took caller information, read associated computer information and documented vital details in call tracking and assignment system.
- Assisted departments with special requests for assistance and BOLOs.
- Mitigated risks and emergency response delays by efficiently monitoring public safety field units.
- Prepared daily work and run schedules.
- Documented services performed, operations information, and dispatch details in system.
- Recorded and maintained files or records of customer requests, work or services performed.
- Advised personnel about accidents, weather conditions or other hazards.
- Addressed questions, problems or requests for service or equipment.
- Set schedules, implemented new policies, and worked with managers to optimize operational procedures and establish clear objectives.
- Maintained current knowledge of personnel in field and completed deliveries or delays.
- Monitored personnel or equipment locations and utilization to coordinate service and schedules.
- Oversaw communications within assigned territories.
- Mentored junior team members and managed employee relationships.
Telecommunicator
Gaston County Police Department
Gastonia, NC
07.2006 - 12.2020
- Utilized computer aided dispatch software to enter data into the database in order to create incident reports.
- Regularly tested communication equipment such as radios, phones and computers for proper functioning.
- Maintained communication with field units by providing them with up-to-date information on incidents they were responding to or investigating.
- Reviewed incoming emails related to incident response activities and responded accordingly when necessary.
- Dispatched police officers to calls for service in a timely manner, utilizing knowledge of jurisdictional boundaries and radio protocol.
- Received and documented emergency calls for service from the public, providing callers with necessary information and assistance.
- Attended regular training sessions on topics such as communication protocols, safety procedures.
- Assisted supervisor with administrative tasks such as filing paperwork and updating training logs.
- Adhered strictly to applicable laws related to privacy regulations when handling sensitive information.
- Operated multi-line telephone system, including transferring calls, placing outbound calls, taking messages and paging staff members.
- Gathered essential information from callers such as name, location, nature of the problem, while remaining calm under pressure.
- Worked closely with field personnel in order to provide additional support during critical incidents.
- Responded quickly and accurately to requests for assistance from other agencies during emergencies or disasters.
- Coordinated resources among various departments in order to ensure efficient resolution of incidents.
- 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.
- Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
- Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
- Dispatched police officers and emergency personnel to calls for service.
- Assisted departments with special requests for assistance and BOLOs.
- Advised personnel about accidents, weather conditions or other hazards.
- Maintained current knowledge of personnel in field.
- Determined types or amounts of equipment, vehicles or personnel to meet specifications.
- Mentored junior team members and managed employee relationships.
Day Transport LLC
Secretary/Treasurer
Bessemer City, NC
01.2000 - 05.2004
- Maintained cleanliness of both the cab and trailer of car tractor trailer
- Read maps accurately in order to determine most efficient routes for delivering cars quickly and economically.
- Inspected vehicle for damage prior to loading and reported any issues to supervisor.
- Verified that all cargo was properly secured before transporting it to its destination.
- Reported any mechanical issues or malfunctions immediately upon discovery.
- Completed daily paperwork accurately and submitted on time to supervisor.
- Ensured that all required documents were accurate and up-to-date prior to leaving yard for deliveries.
- Maintained communication with dispatcher regarding route changes, delays, customer needs.
- Provided exceptional customer service at each pickup and delivery location by answering questions and addressing concerns promptly and courteously.
- Followed specific instructions provided by customers regarding vehicle placement on trailer.
- Worked with dispatch to update routes and inform customers of delays.
- Kept customers satisfied and loyal by completing timely and accurate deliveries.
- Planned efficient routes and adjusted strategies based on current weather and traffic information.
- Updated logs with timely and accurate information meet internal requirements and DOT recordkeeping demands.
- Completed daily logs and issued papers to customers.
- Checked shipping manifests and other documents to determine nature of load and presence of hazardous materials.
- Supervised loading and unloading of products.
- Inspected trucks and trailers before and after trips and completed basic maintenance for optimal performance.
- Performed pre- and post-trip safety and maintenance checks to mitigate hazards.
- Promoted positive customer service by delivering on-time shipments and fully resolving issues.
- Followed regular schedule of pickups for individual customers and groups.
Customer Service Manager
Walmart
Oak Island, NC
11.1998 - 12.1999
- Provided exceptional customer service to ensure customer satisfaction.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Monitored staff performance to ensure adherence to customer service standards.
- Developed and implemented strategies for providing excellent customer service experience.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Evaluated employee job performance and motivated staff to improve productivity.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
Maintenance Assistant
Oak Island Accomodations
Oak Island, NC
09.1997 - 10.1998
- Executed general groundskeeping duties such as mowing lawns, trimming hedges or removing snow.
- Handled routine cosmetic updates such as painting walls and replacing outdated fixtures.
- Contributed to maintenance of safe conditions within facility by mopping up wet spots on floor and sweeping up broken glass.
- Conducted preventive maintenance on machinery to ensure optimal performance.
- Assisted with the setup of special events by providing technical assistance with sound systems, lighting equipment.
- Ensured compliance with applicable safety standards during all maintenance operations.
- Created daily, weekly and monthly checklists on building equipment maintenance procedures and kept records of scheduled work.
- Scheduled periodic tests on fire suppression systems such as sprinklers and extinguishers.
- Responded promptly to emergency situations involving malfunctioning machinery or damaged facilities.
- Contacted vendors to procure equipment and tools to meet organizational demands.
Realtor
Laney Real Estate Co.
Oak Island, NC
07.1996 - 08.1997
- Negotiated contracts between buyers and sellers to reach agreement on price and terms of sales.
- Scheduled home viewings with potential buyers.
- Managed real estate transactions from initiation to closing.
- Prepared forms needed for real estate transactions, contracts, deeds, closing statements and leases.
- Provided guidance and support throughout the entire purchasing process from initial search through closing.
- Maintained current knowledge of laws governing real estate transactions in order comply with regulations.
- Advised clients on market trends and local real estate conditions, helping them make informed decisions.
- Facilitated closing process on behalf of clients and reviewed parts of contracts to resolve issues prior to closing.
- Represented buyers and sellers in major real estate transactions.
- Promoted sales through advertising, open houses and Multiple Listing Services.
- Maintained accurate records of all transactions from start to finish using specialized software programs.
- Answered inquiries from potential buyers regarding features of property listings.
- Collaborated with colleagues to develop strategies for attracting new clients.
- Assisted clients in obtaining financing options such as mortgages or loans.
- Responded promptly to customer inquiries via phone or email regarding available properties.
- Generated leads through networking activities, cold calling prospects, referrals.
- Developed marketing plans to promote properties for sale, including listing ads in newspapers and websites.
- Generated list of properties to meet specific client needs.
- Developed relationships with vendors who could provide services related to the purchase or sale of real estate.
Secretary/Treasurer
Westmoreland Textile Sales
Kings Mountain, NC
06.1986 - 07.1996
- Answered incoming phone calls, responded to inquiries and transferred calls as needed.
- Maintained filing systems for confidential documents; organized files for easy retrieval of information when requested.
- Maintained organized filing system of paper
- Processed invoices for payment; tracked payments received from vendors and clients.
- Provided administrative support to the Office Manager and other staff members.
- Proofread documents before submission; corrected any errors found in grammar or punctuation.
- Ordered supplies as needed; tracked inventory levels and placed orders with vendors when necessary.
- Greeted visitors and directed to appropriate location or person.
- Assisted with accounts receivable and accounts payable functions.
- Ordered office supplies to purchase items and maintain appropriate levels.
- Reviewed billing statements for accuracy prior to submitting them for payment processing.
- Performed data entry into computer systems; ensured accuracy of all entered information.
- Answered telephone calls to give information to callers, take messages or transfer calls to appropriate individuals.
- Responded to customer inquiries telephone in a polite and professional manner.
Education
Associate of Applied Science - Accounting
Gaston College
Dallas, NC05-1989
High School Diploma -
Hunter Huss High School
Gastonia, NC06-1987
Some College (No Degree) - Real Estate
Brunswick Community College
Supply, NCAssociate of Applied Science - 911 Telecommunications
Richmond Community College
Hamlet, NCSkills
- Service Delivery
- Customer Support
- Effective Communication
- Team Building
- AutoCAD
- Adaptability
- Problem-Solving
- Multitasking
- Attention to Detail
- Task Prioritization
- Active Listening
- Interpersonal Communication
- Teamwork and Collaboration
- Professionalism
- Excellent Communication
- Time Management Abilities
- Professional Demeanor
- Team Collaboration
- Problem-Solving Aptitude
- Reliability
- Self Motivation
- Decision-Making
- Timely Project Completion
- Written Communication
- Time Management
- Organizational Skills
- Problem-Solving Abilities
- Adaptability and Flexibility
Accomplishments
- I received Gaston County Employee of the year in 2018
- I am a certified CPR Instructor
- I am also a trained Crisis Support Team Member
References
References available upon request.
Timeline
Telecommunications Supervisor
Gaston County Police Department
12.2020 - Current
Telecommunicator
Gaston County Police Department
07.2006 - 12.2020
Day Transport LLC
Secretary/Treasurer
01.2000 - 05.2004
Customer Service Manager
Walmart
11.1998 - 12.1999
Maintenance Assistant
Oak Island Accomodations
09.1997 - 10.1998
Realtor
Laney Real Estate Co.
07.1996 - 08.1997
Secretary/Treasurer
Westmoreland Textile Sales
06.1986 - 07.1996
Associate of Applied Science - Accounting
Gaston College
High School Diploma -
Hunter Huss High School
Some College (No Degree) - Real Estate
Brunswick Community College
Associate of Applied Science - 911 Telecommunications
Richmond Community College
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