- Customer service
- Quality assurance
- Project management
James Divis
Experienced Professional With Customer Service, Organization And Communication Skills.
River Ranch
Summary
With a strong background in communications, budget management, and employee relations, equipped to provide effective leadership and drive success, I bring a collaborative approach to work, serving as a valuable partner for both internal and external customers. By leveraging education and experience, I aim to make a significant impact and contribute to the overall growth and success of the organization.
Overview
14
14
years of professional experience
2005
2005
years of post-secondary education
Work History
Director
Shasta Area Safety Communications Agency
01.2014 - 01.2019
- Reporting to a board of directors, assumed full responsibility and accountability for a regional 9-1-1 center with 50 employees and an approximate 5.4-million-dollar annual budget servicing a community of 180,000 people.
- Incorporated line-level staff and member agencies to make Standard Operating Guides relevant and a resource for employees.
- Work with employees and unions to negotiate contracts, proposed disciplinary actions and workplace disputes.
- Streamlined the testing and hiring process from 5-7 months down to 3 months in order to address staffing shortages.
- Worked with line-level staff to redesign dispatcher training program to include measurable milestones distinct to each classification.
- Through newly developed Quality Assurance program, decreased dispatcher errors by 70% as measured by the reduction in complaints from internal and external customers.
Communications Manager
City of Oceanside
05.2005 - 06.2014
- Manage 9-1-1 and dispatch operations in a busy, urban environment with 27 employees serving a community of approximately 180,000 people.
- Develop and maintain Key Performance Indicators (KPI’s).
- Directly responsible for application, background and psychological reviews for suitability.
- Worked with line-level staff to develop a Peer Quality Assurance Program that provided dispatchers an opportunity to be mentored by senior dispatchers.
Education
M.A. - Behavioral Science
California State University, Dominguez Hills
B.A. - Theology
Trinity Lutheran college
Issaquah, WASkills
Websites
Timeline
Director
Shasta Area Safety Communications Agency
01.2014 - 01.2019
Communications Manager
City of Oceanside
05.2005 - 06.2014
B.A. - Theology
Trinity Lutheran college
M.A. - Behavioral Science
California State University, Dominguez Hills
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