Dylan Cook
Tallahassee,FL
Summary
Dynamic professional with a proven track record at Consolidated Dispatch Agency, adept in crisis management and strong communication. Excelled in mentoring roles, enhancing team performance and efficiency. Skilled in both interpersonal engagement and performance management, committed to achieving excellence in fast-paced environments. Dispatched several high priority incidents, contributing to problem solving and quick thinking skills.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Communications Training Officer
Consolidated Dispatch Agency
01.2024 - Current
- Train recruits on multiple positions, to align with CDA policies and standard operating procedures.
- Conferred with supervisors and trainees to understand specific learning styles and develop a personalized training plan for each new trainee.
- Provided coaching and mentoring to trainees.
- Provide positive and negative feedback on performance, either orally or in writing.
- Document daily observations of training, completely detailing the days work.
Public Safety Communcations Operator
Consolidated Dispatch Agency
05.2022 - Current
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch units such as police, fire, and EMS.
- Complete drivers license checks with NCIC/FCIC per law enforcement requests to determine criminal and driver history, vehicle registration information and license status.
- Input stolen articles into NCIC/FCIC.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Assessed emergency requests and made quick judgment calls to determine appropriate action.
Accountant 3
State of Department of Financial Services
06.2021 - 05.2022
- Documented accrued business expenses and reviewed individual business reporting.
- Reconciled accounts and reviewed expense data.
- Completed daily functions like account tracking ,and banking reconciliations.
- Gathered financial information, prepared documents, and closed books.
- Detected and corrected mistakes early on and implemented systems to avoid recurring issues.
- Oversaw reconciliations of all incoming accounts and ensured proper payments were received.
Teller
Envision Credit Union
05.2020 - 06.2021
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Processed customer transactions promptly, minimizing wait times.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Educated customers on use of banking website and mobile apps.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Trained new hires on customer service policies and procedures.
- Generated monthly reports on customer activity and customer feedback.
Customer Service Manager
Academy Sports and Outdoors
07.2020 - 05.2021
- Supervised employees and assessed performances to determine training needs and define accurate plans for employee success.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Complete interviews with potential employees and assist with onboarding process and training of all new employees
- Create schedules for all Customer Service employees, ensuring adequate staffing during all working hours
- Actively listened to customers, handled concerns quickly and escalated major issues to chain of command.
Education
High School Diploma -
Wakulla County High School
Crawfordville, FL05-2019
Skills
- Strong communication skills
- Mentoring
- Interpersonal skills
- Performance management
- Emotional Intelligence
- Problem solving
- Crisis management
Accomplishments
Currently participating in a Professional Development Plan to strengthen supervisory skillset
Certification
- FLDOH- 911 Public safety Telecommunicatior
- APCO- Communications Training Officer
- CPR Certified until 07/26
Timeline
Communications Training Officer
Consolidated Dispatch Agency
01.2024 - Current
Public Safety Communcations Operator
Consolidated Dispatch Agency
05.2022 - Current
Accountant 3
State of Department of Financial Services
06.2021 - 05.2022
Customer Service Manager
Academy Sports and Outdoors
07.2020 - 05.2021
Teller
Envision Credit Union
05.2020 - 06.2021
- FLDOH- 911 Public safety Telecommunicatior
- APCO- Communications Training Officer
- CPR Certified until 07/26
High School Diploma -
Wakulla County High School
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