Douglas Fishwick
Louisville,Kentucky
Summary
Dynamic Communications Specialist with a proven track record at Maximus, adept at enhancing internal collaboration and customer satisfaction. Skilled in strategy implementation and multitasking, I effectively resolved inquiries while managing high call volumes. Recognized for fostering teamwork and maintaining composure under pressure, driving operational efficiency and exceptional service delivery.
Overview
14
14
years of professional experience
Work History
Communications Specialist
Maximus
Clarksville, IN
07.2024 - Current
- Streamlined internal communication processes by implementing effective communication tools and platforms.
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns in a timely manner.
- Spearheaded initiatives aimed at improving internal collaboration between departments, leading to more efficient problem-solving when handling complex customer issues.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Dispatch Manager
Messier & Associates
Jeffersonville, IN
03.2024 - 07.2024
- Promoted safety culture among drivers by reinforcing compliance with regulations and conducting regular safety meetings.
- Improved dispatch efficiency by implementing new scheduling and routing strategies.
- Reported to management operational activities and maintained current records.
- Established strong relationships with vendors, negotiating contracts that benefited both parties in terms of cost savings and reliability.
- Streamlined communication processes for better coordination between drivers and customers.
- Tracked and reviewed charts, graphs, schedules and other statistics to to maximize on-time performance, minimize customer wait times and service disruptions.
- Analyzed historical data to identify trends in workload volume, adjusting staffing levels accordingly during peak periods or downtimes.
Dispatch Supervisor
First Student/Rural Metro
Oxnard, CA/Scottsdale, AZ
02.2011 - 04.2023
- Supervised team of 20 employees and provided training focused on maximizing overall performance.
- Managed daily workloads, ensuring all available personnel were utilized effectively to meet service demands.
- Created a positive work environment through open communication channels and fostering teamwork among staff members.
- Streamlined dispatch operations by implementing efficient scheduling and routing strategies.
- Facilitated efficient communication between dispatchers and first responders, leading to faster response times during emergencies.
- Implemented regular performance evaluations, providing constructive feedback to team members for continuous improvement.
- Adapted quickly to unexpected challenges or changes in workload demands while maintaining a calm demeanor under stress.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
- 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.
Education
Associate of Science - Emergency Medical Technician/Emergency Dispatch
Maricopa Community Colleges, Phoenix College
Phoenix, AZ06-2000
Skills
- Internal communications
- Strategy implementation
- Multitasking Abilities
- Team management
- Communication strategy development
- Teamwork and collaboration
- Problem-solving abilities
- Calm and professional under pressure
- Excellent written and verbal communication
- Adaptability and flexibility
- Call center experience
- Task prioritization
- Customer relationship management
- Issue and complaint resolution
- Technical aptitude
Timeline
Communications Specialist
Maximus
07.2024 - Current
Dispatch Manager
Messier & Associates
03.2024 - 07.2024
Dispatch Supervisor
First Student/Rural Metro
02.2011 - 04.2023
Associate of Science - Emergency Medical Technician/Emergency Dispatch
Maricopa Community Colleges, Phoenix College