Jennfer Reagle
Portland,OR
Summary
Operations leader with 15+ years of experience managing customer service centers and emergency communications, advancing from frontline dispatcher to supervisor. Skilled in leading diverse teams, optimizing multi-channel service delivery, and leveraging platforms like Zendesk and data-driven insights to inform strategic decisions and enhance operational performance. Committed to fostering equity-centered, inclusive workplaces and maintaining service continuity during emergencies. Proven success in labor-management relations, emergency coordination, and workflow optimization. Poised to provide strategic direction for the PDX 311 Program, driving improvements in community access, service efficiency, and operational excellence.
Overview
27
27
years of professional experience
Work History
Supervisor, PDX 311 Program
City of Portland
Portland, OR
04.2023 - Current
- Supervised daily operations of customer service and dispatch teams, maintaining high-quality standards across multiple channels.
- Orchestrated staffing, workflows, and resource allocation to fulfill service targets while adjusting to operational shifts.
- Managed comprehensive recruitment efforts to assemble a diverse team in alignment with city equity values.
- Executed performance management practices including evaluations, coaching sessions, and development planning as necessary.
- Employed Zendesk alongside reporting tools to monitor service requests and analyze data for leadership insights.
- Addressed operational bottlenecks by formulating policies and implementing process enhancements efficiently.
- Partnered with city bureaus and community organizations to streamline service delivery and handle escalations swiftly.
- Participated in leadership meetings representing frontline operations while supporting citywide strategic initiatives.
911 Dispatch Supervisor
City of Portland - Bureau of Emergency Communications
Portland, OR
11.2019 - 10.2022
- Directed shift operations in high-volume 911 center, coordinating multi-agency responses with police, fire, and medical partners.
- Made real-time prioritization decisions during critical incidents, ensuring stable operations and clear communication.
- Developed training programs and standard operating procedures to enhance team performance.
- Managed scheduling and staffing, balancing operational needs with budget constraints during peak periods and emergencies.
- Conducted performance evaluations, providing actionable feedback and development pathways for staff.
- Facilitated conflict resolution, fostering a professional and inclusive workplace culture.
- Contributed to policy updates and documentation improvements for enhanced service quality.
- Collaborated with bureau leadership and community partners to ensure effective service delivery.
Fire Communications Supervisor
City of Phoenix - Fire Department
Phoenix, AZ
01.2017 - 11.2019
- Supervised shift operations in metropolitan fire communications center, ensuring accurate call handling and resource deployment.
- Provided real-time guidance to dispatchers during emergencies while maintaining high operational standards.
- Developed processes and policies aligned with department objectives and budget parameters.
- Coordinated with fire command, EMS, and partner agencies to maintain clear communication and align protocols.
- Administered scheduling and workload distribution to ensure continuous service reliability while managing staffing costs.
- Conducted performance evaluations, coached staff, and created individual development plans for team growth.
- Participated in labor management discussions, contributing insights for workplace improvements.
- Engaged in quality reviews, incident analysis, and technology implementation initiatives to enhance operations.
Emergency Fire and Medical Dispatcher
City of Phoenix - Fire Department
Phoenix, AZ
04.2008 - 01.2017
- Managed 911 calls for fire and medical emergencies, coordinating multi-agency responses across metropolitan service areas.
- Provided critical pre-arrival instructions while assessing situations quickly during emergencies.
- Handled multiple high-priority requests, prioritizing calls, dispatching units, and tracking resources.
- Served as classroom training assistant and field mentor for seven years, developing training for new dispatchers.
- Coached staff to identify performance gaps and implement improvement strategies.
- Contributed to development of training programs and onboarding processes for emergency communications personnel.
Customer Service, Technical Support & Quality Operations
Various Employers
Phoenix, AZ
09.1998 - 04.2008
- Advanced through various contact center roles, establishing expertise in service delivery and operational excellence.
- Delivered exceptional customer service and technical troubleshooting, consistently achieving quality and performance benchmarks.
- Conducted quality evaluations and provided coaching to agents, enhancing overall performance metrics.
- Led process improvement initiatives driven by data analysis, customer insights, and workflow assessments.
- Collaborated with supervisors and training teams to refine onboarding programs and standardize best practices.
- Utilized CRM tools and analytics to identify trends, monitor service levels, and minimize repeat contacts.
Education
Culinary Arts -
Scottsdale Community College
Scottsdale, AZ01.2007
Emergency Medical Technician/Fire Science -
Mesa Community College
Mesa, AZ01.2005
Skills
- Program and team leadership
- Staff management and coaching
- Employee development and mentoring
- Performance evaluation and improvement
- Hiring and onboarding strategies
- Labor relations and negotiations
- Inclusive workplace creation
- Contact center operations
- Multi-channel service coordination
- Workflow improvement and streamlining
- Quality standards maintenance
- Policy and procedure documentation
- Emergency call management
- Decision making under pressure
- Shift scheduling and resource management
- CRM and dispatch system utilization
- Data analysis and reporting
- Performance metrics tracking
- Process improvement through data analysis
- Inter-agency collaboration
- City leadership relationship building
- Community partnership development
- Emergency coordination strategies
- Active listening and team collaboration
Timeline
Supervisor, PDX 311 Program
City of Portland
04.2023 - Current
911 Dispatch Supervisor
City of Portland - Bureau of Emergency Communications
11.2019 - 10.2022
Fire Communications Supervisor
City of Phoenix - Fire Department
01.2017 - 11.2019
Emergency Fire and Medical Dispatcher
City of Phoenix - Fire Department
04.2008 - 01.2017
Customer Service, Technical Support & Quality Operations
Various Employers
09.1998 - 04.2008
Culinary Arts -
Scottsdale Community College
Emergency Medical Technician/Fire Science -
Mesa Community College