12 Years of call taking experience
H Asanté Scott
Customer Service Representative
Germantown,MD
Summary
Dedicated 911 Call Taker offering 12 years of related experience. Looking for remote work utilizing my customer service skills. Familiar with managing emotions and staying clear-headed under pressure.
Extensive training in determining prompt and accurate emergency protocols.
Successful at keeping callers calm and gathering required information to support police, fire, and medical first responder actions. Reads maps, understands tracking information and provides timely updates to field personnel.
Committed professional with a solid history of accomplishment in helping people handle emotionally-charged, life-threatening and dangerous situations. Knowledgeable about dispatch procedures and policies.
- Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
- Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
16
16
Work History
Telephone Equipment Operator
DC Government Office Of Unified Communications
Washington, DC
12.2008 - 09.2020
- Answered calls from automatic routing system and took basic information from callers.
- Read system maps and caller information, and documented details in system.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- 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.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Provided on-the-job training and coaching to develop new call takers.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
- Followed established protocols for professional handling of emergency situations.
- Assessed emergency requests and made quick judgment calls to determine appropriate action.
- Assisted callers in emergency situations with appropriate information and support.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
- Operated emergency response systems to update and retrieve up-to-date information for first responders.
- Reduced risks and emergency response issues by observing public safety field units.
Acting Director of Programs
The Fishing School
Washington, DC
01.2008 - 09.2008
- Oversaw program operations and provided corrective feedback to achieve daily and long-term goals.
- Worked closely with organizational leadership and board of directors to guide program operational strategy.
- Remained composed and highly professional in fast-paced and constantly changing environment, effectively handling challenging situations and difficult individuals, including parents, students and stakeholders to achieve objectives.
- Established departmental performance goals and provided feedback for underperforming areas.
- Monitored expenditures to mitigate risk of overages.
- Oversaw supply chain functions to verify inventory levels and budget adherence.
- Drafted and distributed reports to assist board members with critical business decisions.
- Monitored and coordinated workflows to optimize resources.
- Leveraged professional networks and industry knowledge to strengthen student, tutor and staff relationships and programming
- Evaluated company documentation to verify alignment with grant requirements.
- Developed project budgets and managed program costs.
- Participated in meetings with admin staff and program staff to keep program in step with creative vision.
- Conducted meetings with staff to discuss production progress and to attain production objectives.
- Monitored office workflow and administrative processes to keep program operations running smoothly.
- Managed daily program operations while overseeing two locations to foster increased productivity.
Program Manager
Experience Corps
Washington, DC
06.2004 - 09.2007
- Met with project stakeholders on regular basis to assess progress and make adjustments.
- Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
- Coached team members on productivity strategies to accomplish challenging goals.
- Interacted with customers and clients to identify program needs and requirements.
- Hired, supervised and evaluated performance of office staff, assistant managers, site coordinators and volunteers.
- Planned, coordinated and implemented ongoing training and development for staff and volunteers.
- Expanded program locations thereby increasing productivity
- Strengthened program curriculums, designed data collection procedures, and aggregated and analyzed data, sharing results with funders and other stakeholders
- Managed strong and collaborative partnerships with school principals, teachers and staff
- Produced foundational and government reports for organization's programs
Education
Master of Fine Arts - Theatre Administration
Yale School of Drama
New Haven, CTBachelor of Fine Arts - Acting
Howard University
Washington, DCEnglish Literature
University of Rochester
Rochester, NYSkills
- Information Intake
- Emergency Call Routing
- Assign efficient and accurate emergency protocol responses
- Data Entry
- Information Documentation
- Prioritizing Calls
- Handling Customer Inquiries
- Map Reading
- Dedicated to Customer Satisfaction
Timeline
Telephone Equipment Operator
DC Government Office Of Unified Communications
12.2008 - 09.2020
Acting Director of Programs
The Fishing School
01.2008 - 09.2008
Program Manager
Experience Corps
06.2004 - 09.2007
Master of Fine Arts - Theatre Administration
Yale School of Drama
Bachelor of Fine Arts - Acting
Howard University
English Literature
University of Rochester
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