Summary
Overview
Work History
Education
Skills
Work Preference
Languages
Work Availability
Timeline
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Elizabeth Wilson

CSR
Glendale,AZ

Summary

Dynamic and results-driven professional with extensive experience as a 911 Dispatcher at Global Medical Response. Proven ability to work well under pressure and utilize critical thinking to prioritize emergency situations. Skilled in dispatch software and active listening, enhancing response times and ensuring effective communication with first responders.

Overview

21
21
years of professional experience

Work History

911 Dispatcher

Global Medical Response
04.2024 - Current
  • Received and processed emergency calls with accuracy and efficiency.
  • Maintained communication with first responders to ensure timely assistance.
  • Utilized dispatch software to track and manage incident reports effectively.
  • Prioritized multiple emergency situations while remaining calm under pressure.
  • Participated in training sessions to enhance knowledge of emergency protocols and procedures.
  • Collaborated with law enforcement agencies for coordinated response efforts.
  • Dispatched and coordinated emergency services teams according to high-priority calls.

Dispatcher

SMS Assist
01.2022 - 06.2022
  • Coordinated logistics and transportation schedules to optimize delivery routes and reduce delays.
  • Monitored real-time tracking systems to ensure timely dispatch of vehicles and resources.
  • Communicated effectively with drivers and clients to address concerns and provide updates.
  • Assisted in maintaining accurate records of shipments, ensuring compliance with company policies.
  • Collaborated with team members to troubleshoot issues, ensuring seamless operations throughout shifts.
  • Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.

CSR

Sears
04.2017 - 06.2019
  • Assisted customers with inquiries, providing accurate information and effective solutions.
  • Managed customer complaints, ensuring timely resolution and maintaining satisfaction.
  • Processed orders efficiently through CRM software, enhancing workflow accuracy.
  • Collaborated with team members to improve service delivery standards and processes.
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Responded to customer requests for products, services, and company information.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.

Team Leader

Mortgage Investors Corporation
06.2014 - 03.2017
  • Led team to achieve operational goals through effective workflow management and resource allocation.
  • Mentored junior team members, enhancing their skills and improving overall team performance.
  • Streamlined processes to increase efficiency, resulting in reduced turnaround times for project completion.
  • Facilitated communication between departments to ensure alignment on project objectives and timelines.
  • Analyzed team performance metrics to identify areas for improvement and drive accountability.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.

Customer Service Manager

Sprint Pcs
03.2009 - 01.2014
  • Led customer service team to enhance response times and overall satisfaction.
  • Developed training programs for new staff to improve service quality and consistency.
  • Implemented customer feedback systems to identify areas for service enhancement.
  • Analyzed performance metrics to drive operational improvements and efficiency.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.

Customer Service Representative

The Connection
01.2005 - 02.2009
  • Resolved customer inquiries through effective communication and problem-solving techniques.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Education

Basic Education

Garfield High
San Diego, CA

Skills

  • Works Well Under Pressure
  • Critical thinking
  • Active listening
  • Computer skills

Work Preference

Work Type

Full TimePart Time

Work Location

Hybrid

Important To Me

Career advancementFlexible work hoursPaid time offHealthcare benefits401k match

Languages

English
Native or Bilingual

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

911 Dispatcher

Global Medical Response
04.2024 - Current

Dispatcher

SMS Assist
01.2022 - 06.2022

CSR

Sears
04.2017 - 06.2019

Team Leader

Mortgage Investors Corporation
06.2014 - 03.2017

Customer Service Manager

Sprint Pcs
03.2009 - 01.2014

Customer Service Representative

The Connection
01.2005 - 02.2009

Basic Education

Garfield High

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