Summary
Overview
Work History
Education
Skills
FAA Licensed Drone Pilot (Part 107)
Timeline
Generic

George Welsh III

Albuquerque,New Mexico

Summary

As a focused and highly motivated professional with an Associate's Degree in Integrated Studies/Business, and 10+ years of extensive experience in an administrative/technologically based environment. An expert communicator both written and verbally, accurate and precise, and skilled at building relationships publicly and within the workplace.

Overview

11
11
years of professional experience

Work History

Emergency Dispatcher Senior

New Mexico Gas Company
03.2024 - Current
  • Receive and prioritize approximately 60 incoming emergency and non-emergency calls related to gas leaks, outages, and service issues daily. Dispatch appropriate field personnel and coordinate resources to ensure rapid and effective response. Maintain clear and accurate communication with field teams, providing critical information and updates. Document all incidents, actions taken, and outcomes in the company’s database. Communicate with customers to provide updates and address concerns regarding service interruptions. Follow company protocols and safety procedures to handle incidents effectively.
  • Assesses, plans, and dispatches daily service workload for service technicians, line locators, construction crews, gas measurement crews, leak survey for the state of New Mexico.
  • Responsible for ensuring the accuracy and performing timely updates of work order completion data within the CAD system.
  • Monitors Supervisory Control and Data Acquisition (SCADA) telemetry readouts and alerts appropriate personnel of any problems.
  • Prepares documents, reports, and numerous logs.
  • Monitors compliance with all Federal Communications Commission (FCC) rules and regulations.
  • Acts as a focal contact point for all New Mexico Gas Company Emergency responses statewide.

Real Time Crime Center Operator

Albuquerque Police Department
10.2021 - 02.2024
  • Receive, evaluate and transmit information via telephone, computer and multi-channel radio that frequently involves emergency and critical situations affecting human welfare and safety; utilize computer-aided dispatch and other computer systems; quickly analyze multiple data sets; recognize and exploit relevant intelligence; maintain access to, and security of, highly sensitive materials and information; perform multiple activities simultaneously in a high visibility setting; work with frequent interruption in a framework of rules, procedures and regulations and perform technical tasks relative to assigned area of responsibility
  • Provide tactical and strategic intelligence, analyze crime records, query and analyze various criminal, commercial, homeland security and open source databases and develop intelligence products including, but not limited to bulletins and threat assessments.

Family Assistance Analyst

State of New Mexico Human Services Department
03.2020 - 10.2021
  • Previous position as a Family Assistance Analyst involved the process of complex eligibility determinations for multiple support programs by providing case management in compliance with federal and state regulations, performance measures, and mandated timeliness; processing complex eligibility determinations for multiple income support programs; coordinating client utilization of multiple public assistance programs which may contain conflicting eligibility
  • Provided employment assistance to a diverse population by conducting client interviews in person and over the phone, while assessing income potential based on language and vocational skills, education level, training needs, and employment history.

Certified Telecommunications Operator II

Albuquerque Police Department
03.2018 - 03.2020
  • Previously as a dispatcher at the Albuquerque Police Department Communications Center included tasks-Received, evaluated and transmitted information via telephone and multi-channel radio that frequently involved emergency and critical situations affecting human welfare and safety.
  • Dispatched city emergency forces and/or other resource agencies, in accordance with prescribed procedures, often requiring immediate independent judgment; utilizing computer-aided dispatch and other computer systems; maintain access to and security of highly sensitive materials and information.
  • Monitored unit response and progress and provide additional support and resources as needed.
  • Performed multiple activities simultaneously in a high visibility setting; work with frequent interruption in a framework of rules, procedures and regulations and performed technical tasks relative to assigned area of responsibility.

Retail Support Representative

T-Mobile
03.2014 - 03.2018
  • Assisted store employees and customers with their concerns regarding accounts, services, billing, and devices
  • Daily duties included bill explanations, account changes, and device knowledge
  • This was accomplished by speaking directly with employees and customers using a specific call flow and collecting enough information to clarify bills, change services, and direct employees to the best device for the customer
  • Being held to a high standard of call quality as well as call back rate and call resolution time
  • While working as a Retail Support Representative for 4 years being held responsible for resolving issues in an efficient and effective manner
  • Each call ideally is 235 seconds long and was expected to have a minimum of 19.5% callback rate
  • Identified various key elements of each call and followed a specific call flow to address all needs of the customer
  • Less callback reduced the amount of money spent by the company on solving customer issues
  • This includes showing appreciation, probing questions, “I” statements, creating partnership, and education
  • Previously as a Retail Support Representative answering over 90+ calls per day to insure resolution for T-Mobile's customers
  • Exceeding in individual metrics and remained the #1 representative in the department due to the ability to utilize critical thinking strategies, technical knowledge, and expert communication in highly stressful situations
  • Having achieved multiple awards including In-Crowd, Be the Solution, Acer, and was chosen to represent T-Mobile Retail Support with the now CEO- Michael Sievert in leading a focus group aimed at improving the overall customer experience
  • Leading the new hire training classes for the department.

Education

Leadership/ Management Program Certificate - Management

Central New Mexico Community College
Albuquerque, NM
12.2023

Associate of Applied Science - Business Administration

Central New Mexico Community College
Albuquerque, NM
01.2013

Skills

    Customer Service

    Employee Supervision

    Critical Thinking

    Data Collection

    Calm Under Pressure

    Problem Solving

    Task Prioritization

    Information Protection

    Risk Assessment

    Analytical and Critical Thinking

    Experience in Leadership

    Expert in Microsoft office

FAA Licensed Drone Pilot (Part 107)

As a Part 107 License holder I am a certified drone pilot authorized by the FAA to operate small unmanned aircraft systems (drones) for commercial purposes in the U.S. To have obtained this license I passed a knowledge test covering airspace rules, weather, drone regulations, and safety to ensure responsible and safe drone operations. 

Timeline

Emergency Dispatcher Senior

New Mexico Gas Company
03.2024 - Current

Real Time Crime Center Operator

Albuquerque Police Department
10.2021 - 02.2024

Family Assistance Analyst

State of New Mexico Human Services Department
03.2020 - 10.2021

Certified Telecommunications Operator II

Albuquerque Police Department
03.2018 - 03.2020

Retail Support Representative

T-Mobile
03.2014 - 03.2018

Leadership/ Management Program Certificate - Management

Central New Mexico Community College

Associate of Applied Science - Business Administration

Central New Mexico Community College

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George Welsh III