Jaclyn Ortega

• Served high customer volumes during special events, nights, and weekends.
• Managed cash handling duties responsibly, ensuring accurate accounting at the beginning and end of each shift.
• Performed opening and closing duties, including but not limited to sweeping, mopping, wiping down tables, chairs and the bar top, stocking inventory before, during and after working shift, emptying trash, washing dishes, setting up for incoming shift, preparing cash drawers, and taking inventory.

• Maintained composure and patience in the face of difficult customer situations, applying de-escalation techniques and positive customer support.
• Maintained positive working relationships with fellow staff and management.
• Answered phones in a call center setting.
• Assisted railroad employees in inputting requests for paid time off.
• Assisted in getting qualified, trained employees to take trains to move freight nationwide.
• Collaborated with team members to help trainmen maintain their qualifications, training, and comply with FRA guidelines.

• Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire, and EMS while tracking data in real-time.
• Took caller information, read associated computer information, and documented vital details in call tracking, and assignment system.
• Handled emergency phone calls calmly and obtained pertinent information with a professional, composed approach.
• Researched vehicle, wanted or missing persons information as well as checked articles through National Crime Information Center (NCIC).
• Used radio, telephone, and computer systems to update first responders with new information.
• Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.

Same as above; after this three year employment period, I left to start a family and went back to the center once my children were older.