Emma Madrigal
Independence,MO
Summary
Attentive telecommunications professional with training and experience to handle stressful situations. Organized and thorough in documenting calls. Helps first responders coordinate emergency actions and support local community. Committed to highest level of professionalism and customer enjoyment. Good at maintaining a clean, hygienic workspace. Familiar with sanitation regulations and dedicated to customer satisfaction. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
4
4
years of professional experience
Work History
911 Call Taker
Kansas City Missouri Police Department
02.2023 - Current
- Enhanced caller experience by providing efficient and accurate information during emergency situations.
- Improved response times by effectively prioritizing urgent calls and dispatching the appropriate assistance.
- Maintained calm and professional demeanor while handling high-stress emergency situations, ensuring effective communication with callers.
- Supported law enforcement efforts by accurately recording and relaying essential details from 911 callers.
- Reduced call hold times by efficiently managing call volumes during peak hours and maintaining focus on task prioritization.
- Ensured consistency in call-taking procedures through thorough adherence to department protocols and guidelines.
- Strengthened communication skills through daily interactions with diverse populations facing various crisis situations.
- Demonstrated exceptional attention to detail when documenting each call, ensuring accuracy for future reference or legal proceedings.
- Facilitated positive relationships between the public safety agency and local community members by addressing their concerns professionally.
- Expedited resolution of non-emergency calls by directing callers to the appropriate department or agency for assistance.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- 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.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Read system maps and caller information, and documented details in system.
Patient Care Technician
Lees Summit Medical Center
08.2022 - 02.2023
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Reduced stress for patients and families through effective communication and empathetic support.
- Assisted nurses with essential tasks, streamlining workflow and increasing efficiency in the healthcare setting.
- Monitored vital signs and reported changes to nursing staff, ensuring timely medical interventions when necessary.
- Provided high-quality personal care to patients, promoting comfort and dignity during their hospital stay.
- Facilitated smooth transitions between shifts by maintaining thorough documentation of patient care activities and observations.
- Contributed to a positive patient experience by keeping rooms clean, organized, and well-stocked with supplies.
- Enabled increased mobility for patients by assisting with ambulation exercises and transfers using proper body mechanics techniques.
- Promoted a safe and inclusive healthcare environment, adhering to policies and procedures while advocating for the well-being of all patients.
- Obtained patient vital signs and reported results to staff nurse or physician, noting changes from prior measurements.
- Answered patient assistance calls, assessed needs, and offered qualified support.
- Collected and transported specimens to prepare for lab testing.
- Assisted in transferring patients, beds and patient care equipment to other rooms adhering to necessary safety precautions.
- Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.
Barista
Starbucks
03.2021 - 08.2022
- Enhanced customer satisfaction by efficiently preparing and serving high-quality beverages.
- Maintained a clean and organized workspace for optimal productivity and safety.
- Increased repeat business by providing exceptional customer service and building rapport with patrons.
- Streamlined order processing through accurate cash handling and efficient use of the point-of-sale system.
- Demonstrated expertise in various brewing techniques, ensuring consistent quality across all drinks served.
- Assisted in inventory management to maintain adequate stock levels and reduce wastage.
- Contributed to a positive team environment through effective communication and collaboration with colleagues.
- Educated customers on coffee offerings, promoting upselling opportunities and enhancing their overall experience.
- Kept up-to-date with industry trends, incorporating new ideas into drink preparation and presentation.
- Adhered to strict food hygiene regulations, minimizing risk of contamination or illness among customers.
- Controlled line and crowd with quick, efficient service.
- Cleaned counters, machines, utensils, and seating areas daily.
- Maintained regular and consistent attendance and punctuality.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Recommended products based on solid understanding of individual customer needs and preferences.
- Made and served brand-specific café beverages with focus on speed, quality and consistency.
- Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
- Operated espresso machines and commercial coffee brewers to create beverages.
- Used POS system to accurately enter orders and process payments.
- Sanitized equipment and wiped down counters and tables to prevent spread of germs.
- Elevated customer loyalty by using strong communication abilities to resolve customer problems.
- Prepared specialty drinks such as cappuccinos, lattes and mochas.
- Restocked display cases with attractive arrangements to promote specialty food items like bagels and muffins.
Host/Runner/Busser
54th Street Grill & Bar
06.2020 - 03.2021
- Enhanced customer satisfaction by promptly greeting and seating guests upon arrival.
- Managed reservations efficiently to accommodate walk-in guests and reduce wait times.
- Implemented table rotation system for optimal server workload distribution, resulting in improved service quality.
- Maintained a clean and welcoming atmosphere by quickly addressing spills and resetting tables after guest departure.
- Assisted servers with food delivery during peak hours to ensure timely service for all guests.
- Collaborated with kitchen staff to communicate dietary restrictions or special requests from customers, ensuring accurate meal preparation.
- Provided exceptional customer service by attentively listening to guest needs and promptly addressing any concerns or issues.
- Increased restaurant efficiency by maintaining an organized host stand, including menus, reservation logs, and seating charts.
- Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
- Maintained up-to-date knowledge of menu offerings and daily specials to accurately inform guests about their options.
- Monitored dining area capacity to prevent overcrowding while maximizing available seating during peak hours.
- Consistently upheld company standards and policies, contributing to a positive reputation for the establishment among guests and peers.
- Monitored seating area and checked restrooms regularly to keep spotless.
- Used cash registers and credit card machines to cash out customers.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Completed daily side work and opening and closing duties without fail.
- Organized, stocked and cleaned establishment's front lobby during shifts to maintain welcoming appearance.
- Backed up servers by checking on tables and retrieving items for guests.
- Opened and closed seating sections according to volume of guests.
- Improved customer satisfaction by promptly delivering food orders to tables and maintaining communication with kitchen staff.
Education
High School Diploma -
James Madison Online High School
Norcross, GA10.2020
Skills
- Adaptability and Flexibility
- Customer Service
- Memory Retention
- Decision Making
- Attention to Detail
- Information Gathering
- Organizational Skills
- Problem Solving
- Professionalism
- Interpersonal Skills
- Active Listening
- Empathy and Compassion
- Stress Management
- Typing Speed
- Telephone Etiquette
- Computer Proficiency
- Emotional Intelligence
- Critical Thinking
- Time Management
- Patience and Tolerance
- Effective Communication
- Works Well Under Pressure
- Map Reading Skills
- Decision-Making
- Call Management
- Information Intake
- Good Judgment
- Documentation and Reporting
- Prioritizing Situations
- Providing Clear Directions
- Cash Handling
- Beverage Preparation
- POS Systems
- Espresso Machine Operation
- Opening and Closing Duties
- Excellent Memory
- Inventory Management
- Retail Management
- Friendly and Outgoing
- Adaptive and Creative
- Team Player
- Cash Register Operation
- Exceptional Customer Service
Timeline
911 Call Taker
Kansas City Missouri Police Department
02.2023 - Current
Patient Care Technician
Lees Summit Medical Center
08.2022 - 02.2023
Barista
Starbucks
03.2021 - 08.2022
Host/Runner/Busser
54th Street Grill & Bar
06.2020 - 03.2021
High School Diploma -
James Madison Online High School
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