Elizabeth Freeman-Stagg
Savannah,MO
Summary
Skilled Emergency Medical Dispatcher with relevant background in directing and coordinating emergency medical teams. Strengths include rapid decision-making, clear communication under pressure, and thorough understanding of medical terminology. Proven track record in efficient handling of emergencies, leading to improved response times and contributing to overall team performance.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Emergency Medical Dispatcher
Buchanan County EMS
Saint Joseph, MO
08.2020 - 10.2024
- Received emergency and non-emergency calls and provided pre-arrival instructions to callers.
- Assessed situations, determined priority of calls and dispatched appropriate personnel and equipment.
- Monitored radio transmissions between medical staff in field and base station for updates on patient status.
- Maintained communication with medical personnel in the field to ensure that care was being delivered appropriately.
- Gathered pertinent information from the caller including name, address, phone number, nature of the call, symptoms and injuries and relayed this information to medical personnel.
- Provided support for medical personnel by monitoring vital signs of patients as directed by EMS personnel over the radio or telephone.
- Inputted data into computer system for tracking purposes such as incident location, time of call, type of incident.
- Updated records in computer database after each call was completed.
- Served as a liaison between hospital personnel and ambulance crew members regarding transfer of patient information upon arrival at hospital.
- Answered questions from family members regarding patient condition while en route to hospital or other facility.
- Assisted in training new dispatchers on proper procedures for handling emergency calls.
- Coordinated communications between multiple agencies during large scale emergencies.
- Reviewed recordings of past incidents to identify areas needing improvement in response times or customer service techniques.
- Performed quality assurance checks on all incoming and outgoing calls.
- Attended regular meetings with EMS supervisors to discuss performance issues or changes in protocol.
- Ensured compliance with local regulations related to emergency services operations.
- Utilized multi-line telephone system efficiently during high volume periods.
- 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.
- Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
- Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
- Researched vehicle, wanted and missing persons information.
- Took caller information, read associated computer information and documented vital details in call tracking and assignment system.
- Advised personnel about accidents, weather conditions or other hazards.
- Mitigated risks and emergency response delays by efficiently monitoring public safety field units.
- Responded to emergency calls routed by automatic distribution system.
- Maintained current knowledge of area geography, streets and landmarks for accurate dispatch routing.
Escalation Lead
Sprint/T Mobile
Saint Joseph, Missouri
12.2018 - 04.2020
- Developed and implemented new procedures for resolving customer issues quickly and efficiently.
- Monitored customer complaints to identify trends and underlying problems, then proposed solutions to prevent future escalations.
- Conducted research into customer service issues and presented findings to management team.
- Collaborated with other departments to ensure customers' needs were met in a timely manner.
- Provided guidance and training to frontline staff on how to handle escalated customer inquiries.
- Analyzed data from customer surveys and feedback forms to identify areas of improvement in the escalation process.
- Organized monthly meetings with key stakeholders to discuss progress, challenges, best practices, and changes needed within the escalation department.
- Assisted in developing new policies and procedures related to managing difficult customer situations.
- Maintained accurate records of all conversations with customers during escalations process.
- Coordinated with internal teams such as sales, marketing, finance, technical support., when necessary during an escalation situation.
- Communicated regularly with customers via phone calls or emails regarding their concerns or questions about products and services.
- Drafted formal letters of apology when appropriate after resolving an issue successfully.
- Researched potential solutions for escalated cases using various online resources or databases.
- Ensured all unresolved cases were transferred promptly to the appropriate personnel for further investigation.
- Provided expert advice on how best to handle challenging customer service scenarios.
- Participated in regular team meetings where ideas were exchanged on improving existing processes or creating new ones.
- Developed strategies for reducing the number of escalations handled by the team on a daily basis.
- Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
- Responded promptly and professionally to any complaints or queries received from customers over social media platforms.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Supported sales team members to drive growth and development.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
Customer Service Supervisor
The Reults Company
Saint Joseph, Missouri
06.2016 - 12.2018
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
- Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
- Created reports on daily, weekly, monthly basis related to customer service activities.
- Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
- Maintained accurate records of customer interactions for future reference.
- Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
- Evaluated employee performance reviews based on specific criteria set forth by management.
- Assisted in developing training materials for new hires as well as existing employees.
Education
GED -
Missouri Hi-Set
King City 02-2019
Skills
- Confidentiality
- Emergency Services Coordination
- Multitasking
- Call prioritization
- Radio communication
- Documentation
- Map reading skills
- Geographic knowledge
- Reliability
- Professionalism
- Document calls
- Critical thinker
- Emergency medical dispatching
- First aid knowledge
- Secure sensitive information
- Alarm tracking
- Confidentiality understanding
- Emergency support
- Track alarm calls
- Adaptability
- Medical Terminology
- Multitasking Abilities
- Time management abilities
Certification
- EMERGENCY MEDICAL DISPATCHER (EMD) CERTIFICATION
Timeline
Emergency Medical Dispatcher
Buchanan County EMS
08.2020 - 10.2024
Escalation Lead
Sprint/T Mobile
12.2018 - 04.2020
Customer Service Supervisor
The Reults Company
06.2016 - 12.2018
- EMERGENCY MEDICAL DISPATCHER (EMD) CERTIFICATION
GED -
Missouri Hi-Set
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