Hugo Silva

Cityof phoenix emergency medical dispatcher

City of Phoenix-Phoenix, AZ

March 2025 to Present

Key Responsibilities

• Emergency Call Handling

• Answer 911 and non-emergency calls in a calm, professional manner.

• Ask questions to gather details about the emergency (location, type, severity).

• Provide pre-arrival instructions (such as CPR guidance or fire safety steps) until responders arrive.

• Dispatching & Coordination

• Use computer-aided dispatch (CAD) systems to send fire engines, ambulances, and rescue units.

• Prioritize calls based on urgency and available resources.

• Maintain constant communication with firefighters, paramedics, and law enforcement as needed.

• Communication & Monitoring

• Track unit status and location to ensure coverage.

• Relay updates and critical information to responders in the field.

• Monitor multiple radio channels simultaneously.

• Documentation & Reporting

• Record details of calls, responses, and outcomes accurately.

• Prepare logs and reports for review and legal purposes.

Skills & Qualities

• Calm under pressure – Ability to think clearly in life-or-death situations.

• Strong communication – Clear, concise, and professional with both callers and responders.

• Multitasking – Managing calls, radios, and computer systems simultaneously.

• Attention to detail – Small errors can have major consequences.

• Empathy & patience – Supporting distressed or panicked callers

• Make sure to authenticate customers to keep confidential information safe
• File claims for possible fraud transactions
• Utilize various systems at once to verify customer transactions
• Verify transactions with customers to help with investigations
• Make sure to actively listen to customers requests and make sure to assist on their needs
• Review deposit checks and verify amount matches check photo
• Close accounts that are fraudulent while on the phone with the customer
• Protect company from fraudulent activities by verifying information

• Followed all relevant traffic laws and safety regulations.
• Utilized GPS and other navigation tools to plan routes and stay on schedule.
• Maintained professional and friendly demeanor during deliveries to uphold company reputation.
• Cleaned and maintained the vehicle and assessed the vehicle for damage after each shift.
• Followed proper safety procedures and protocols while loading, unloading and operating vehicles.
• Completed routine pre- and post-trip inspections to evaluate vehicles and assess maintenance needs.
• Coordinated efficient routes to avoid delays and optimize schedules.

• Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
• Monitored compliance with regulations and industry best practices to promote fair and proper treatment for insured customers.
• Performed administrative duties by verifying documentation, researching facts and contacting other parties involved to determine fault percentages and minimize potential losses.
• Responded to inquiries by answering questions, providing information and directing customers to appropriate resources.
• Negotiated with other involved parties to arrange settlements for maximum results.
• Provided advice to customers regarding claims, rights and insurance processes to prevent disputes.
• Drafted and reviewed legal documents utilizing knowledge of relevant clauses to minimize incurred liability.
• Utilized appropriate cost containment techniques to reduce overall claim costs.
• Posted payments to accounts and maintained records.
• Verified client information by analyzing existing evidence on file.

• Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
• Implemented operational strategies and effectively built customer and employee loyalty.
• Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
• Formulated policies and procedures to streamline operations.
• Introduced new methods, practices, and systems to reduce turnaround time.
• Analyzed market trends and competitor activities to create competitive advantages.
• Trained new employees on proper protocols and customer service standards.
• Assisted in recruiting, hiring and training of team members.
• Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for the new organization.
• Supervised creation of exciting merchandise displays to catch attention of store customers.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.

• Verified insurance claims and determined fair amount for settlement.
• Conducted comprehensive interviews of witnesses and claimants to gather facts and information. Researched and analyzed policy contracts to verify proper payment of claims.
• Mitigated risks and increased profitability with well-developed strategies for reducing future claims and costs.
• Identified suspicious claims, escalating issues to supervisor for further investigation and analysis. Reviewed police reports, photographs and other documentation to gain complete understanding of accident.
• Carried and managed consistently heavy project workload through exemplary organizational, time management and collaboration talents.
• Enhanced customer satisfaction by delivering honest advice to policyholders in regards to repair work and body shop processes.