Indira Gonzalez
San Diego,CA
Summary
Dedicated 911 dispatcher with over 18 years of related experience. Familiar with managing emotions and staying clear-headed under pressure. Knowledgeable about dispatch procedures and policies. Successful at keeping callers calm and gathering required information to assist responding officers. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to help out partners and the department.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Communications Operator II
Carlsbad Police Department
01.2006 - Current
- Improve emergency response times by efficiently entering Priority 1 calls, prioritizing and dispatching Priority 1 calls in under 30 seconds.
- Maintain accurate records of all communications, ensuring CAD entries are accurate and promptly added to correct incidents.
- Maintain minimal radio traffic transmissions by summarizing call entries while ensuring pertinent officer and public safety information is verbalized as soon as possible.
- Provide timely updates to field units during critical incidents such as weapons involved, officer safety concerns, etc.
- Supported public safety operations during major events by coordinating resources and relaying vital information.
- Handled sensitive information discreetly, maintaining confidentiality at all times.
- Stay up-to-date on technological advancements, implementing new tools to enhance job performance.
- Delivered exceptional customer service by addressing caller inquiries with empathy and professionalism.
- Participated in ongoing training programs to maintain proficiency in industry best practices and regulatory requirements.
- Successfully managed high-stress situations with composure, effectively coordinating multi-agency responses when needed.
- Regularly reviewed call logs for quality assurance purposes and verify all SVS, MUPS, GUN and TRO service and violations entries have been made.
- Trained new employees throughout various phases until completion of their training.
- Providing guidance on best practices and company policies.
- Consistently met or exceeded performance benchmarks for call handling, inquiry and primary radio dispatching, while maintaining high levels of accuracy and professionalism.
- Monitor various Police and Fire channels to obtain pertinent information from other agencies and relay it to units.
- Dispatch and coordinate level of response according to high-priority calls.
- Assess emergency requests and make quick judgment calls to determine appropriate response.
- Communicate updates and officer safety concerns to responding units.
- Run subjects for wants, restraining orders, probation/parole, fourth-waiver status, guns, criminal history, vehicles, etc. proactively and while handling Inquiry duties.
- Assist Spanish speaking callers whenever possible by handling calls directly and avoiding 3rd party interpreter delays.
Customer Service Representative
Waste Management Inc.
05.2001 - 09.2005
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled between 60-80 calls daily (English and Spanish).
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels such as sales and invoicing.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Promptly responded to inquiries and requests from prospective customers.
- Trained new personnel regarding company operations, policies and services.
Customer Service Representative; Purchasing
Alson International Inc.
03.1998 - 04.2001
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Streamlined communication for non-English speaking customers, providing accurate translations of company policies and product information.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Supported company growth by consistently meeting or exceeding performance metrics for call handling, first contact resolution, and customer satisfaction.
- Proactively identified areas for improvement in processes or procedures, implementing changes that led to enhanced service delivery.
- Provided exceptional support to customers experiencing technical difficulties by troubleshooting issues and liaising with IT departments as needed.
- Efficiently processed customer orders, returns, exchanges, and refunds according to established guidelines while maintaining accuracy and thoroughness.
- Consistently maintained professional demeanor under pressure during high-call volume periods or challenging customer interactions.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained and managed customer files and databases.
- Translated documents, forms and other materials from English to Spanish.
- Helped improve customer satisfaction by translating customer paperwork and company documentation.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Reduced costs for the company by negotiating favorable rates with freight forwarders and carriers.
- Ensured compliance with international trade regulations, diligently monitoring changes in export laws and updating company procedures accordingly.
- Managed import and export of hazardous materials in compliance with applicable laws and regulations.
- Monitored and maintained import and export tracking systems for delivery of accurate and up-to-date records of shipments.
- Utilized logistics software to manage, monitor and track shipments from origin to destination.
- Facilitated required documentation to manage customs clearance.
Education
Cosmetologist License - Cosmetology
Bay Vista Beauty College
National City, CA01.2001
High School Diploma -
Hilltop High School
Chula Vista06.1997
Skills
- Strong attention to detail
- Fast Typing Speed
- Assertiveness
- Empathy and patience
- Professionalism and Courtesy
- Problem-solving aptitude
- Active Listening
- Interpersonal Communication
- Multitasking
- Officer Safety oriented
- Excellent Communication
- Organizational Skills
Certification
Public Dispatcher - Basic Certification March 2008
Certified Spanish speaker 2006
Languages
Spanish
Native or Bilingual
French
Limited Working
Italian
Elementary
Timeline
Communications Operator II
Carlsbad Police Department
01.2006 - Current
Customer Service Representative
Waste Management Inc.
05.2001 - 09.2005
Customer Service Representative; Purchasing
Alson International Inc.
03.1998 - 04.2001
Cosmetologist License - Cosmetology
Bay Vista Beauty College
High School Diploma -
Hilltop High School
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