Hilary D. Kelly
White Lake,MI
Summary
Demonstrated loyalty and trustworthiness while delivering expert service and support to customers in high-pressure, time-sensitive situations.
Overview
25
25
years of professional experience
Work History
Crisis Traffic Coordinator
Common Ground
09.2022 - Current
Emergency Medical Dispatcher
Star Ems
03.2021 - 08.2022
- Oversaw incoming calls from the public, assessing needs and coordinating 911 assistance while dispatching emergency and non-emergency services. Completed comprehensive training in computer and communications systems. Fostered collaboration with police, medical, and fire service providers to enhance customer service. Partnered with management to design and implement policies for an after-hours mobile health program.
Store Greater
Spectrum Internet
10.2019 - 10.2020
- Greet customers and assist with paying bills.
- Demonstrate or explain products, methods, or services to persuade customers to purchase products or use services.
- Keep areas neat while working and return items to correct locations following demonstrations.
Retail Merchandising, Merchandiser
Coca Cola Bottling Co. Consolidated
05.2016 - 11.2017
- Exercise safe practices and work environment
- Deliver, fill, merchandise, and rotate products at customer accounts
- Ensure the "look of success" appearance of all Coke equipment and products
Emergency Medical Dispatcher (EMD) Dispatcher
AMERICAN MEDICAL RESPONSE AMBULANCE
11.2013 - 02.2014
- Receive phone calls from members of the public. Quickly identify and document needs and provide 911 assistance while dispatching emergency and non-emergency services (ambulances, police and fire departments and wheelchair vans). Complete relevant training in computer/communications systems.
- Selected Contributions:
- Provide world-class customer service to the public and police, medical and fire service providers.
- Demonstrate versatility by accepting additional roles in after-hours call center. Accept inbound calls and verified insurance coverage for hospitals, physicians and patients.
- Partnered with management in creating new policies and procedures to seamlessly implement a new, after-hours mobile health program.
- Collaborated with police departments in implementing in-field and on-site ETOH blood draws and Breathalyzer tests.
EMT
GENESEE COUNTY EMS
03.2008 - 09.2008
- Responded to medical emergencies throughout the city of Flint on BLS/ALS ambulance. Demonstrated health care expertise and customer service skills in a high-pressure environment. Prevented loss of life and provided care on route to medical centers.
- Selected Contributions:
- Responded to emergency calls during 24-hour shifts.
- Exhibited sound decision-making skills and calmness under pressure while assisting patients.
Emergency Room Technician
GENESYS MEDICAL CENTER
12.2000 - 02.2008
- Provided hands-on support to Orthopedic, General Surgery, Pediatric, Labor & Delivery and other medical providers to improve patient outcomes in Level 2 Trauma Center. Transported patients as needed. Cleaned and stocked patient care rooms
- Selected Contributions:
- Pursued training in phlebotomy, EKG, triage, trauma services, Ortho Glass splints, cast care and other topics to improve knowledge base and ensure readiness for a variety of medical situations.
- Responded with speed and accuracy to doctors' and patients' needs.
Education
Surgical Nursing
Baker College
Flint, MISkills
- Leveraged Microsoft Office to enhance documentation and presentation quality Oversaw logistics processes to improve operational efficiency Directed CAD applications to contribute to design accuracy Administered ProQA software to streamline call management Coordinated multi-line phone systems to optimize customer service Maintained typing proficiency at 25 wpm for effective data entry
Additional Training
- Customer Service
- EMT Continued Education
- Phlebotomy
- EKG
- Triage
- Trauma Services
- Hazardous Materials (HAZMAT)
- Emergency Driving
- FEMA Training (many courses)
- DOT and non-DOT Drug Testing
- And many others
Key Qualifications
- Excellent experience serving as a reliable and accessible point of contact for peers, managers, emergency services and members of the public.
- Exceptional communicator; proven capacity to listen, anticipate needs and provide customers with information in a clear, concise and understandable manner.
- Rare ability to remain calm and focused despite significant pressure.
- Natural leader with experience training and mentoring employees, and delegating tasks to boost productivity, meet customer needs and address ever-changing priorities.
Timeline
Crisis Traffic Coordinator
Common Ground
09.2022 - Current
Emergency Medical Dispatcher
Star Ems
03.2021 - 08.2022
Store Greater
Spectrum Internet
10.2019 - 10.2020
Retail Merchandising, Merchandiser
Coca Cola Bottling Co. Consolidated
05.2016 - 11.2017
Emergency Medical Dispatcher (EMD) Dispatcher
AMERICAN MEDICAL RESPONSE AMBULANCE
11.2013 - 02.2014
EMT
GENESEE COUNTY EMS
03.2008 - 09.2008
Emergency Room Technician
GENESYS MEDICAL CENTER
12.2000 - 02.2008
Surgical Nursing
Baker College