Jennifer Martin
Winter Haven,FL
Summary
Dedicated 911 Dispatcher offering 10 years of related experience. Familiar with managing emotions and staying clear-headed under pressure. Extensive training in EMS/Fire Dispatch and Calltaking protocols. Committed professional with a solid history of accomplishment in helping people handle emotionally-charged, life-threatening and dangerous situations. Knowledgeable about dispatch procedures and policies. Successful at keeping callers calm and gathering required information to support police and other first responder actions. Reads maps, understands tracking information and provides timely updates to field personnel. Background includes E-911 automatic call distribution and dispatch systems for both emergency and non-emergency calls. Well-versed in assessing extent of emergencies, as well as type of call and location of incident. Experienced with the geography and streets of Polk County, FL. Dependable Telecommunicator III accustomed to multitasking across field teams to improve mobile coordination activities. Remains calm under pressure to deliver clear instructions for timely action. Minimizes conflicts and confusion by maintaining excellent rapport with people of diverse personality types. Attentive Dispatcher dedicated to providing reliable support and sound organization strategies for call coordination. Well-versed in telephone and two-way radio communication for relaying quick messages, work orders and field instructions. Skilled at recording and organizing incident reports and caller requests for easy reference.
Overview
16
16
years of professional experience
Work History
Telecommunicator III
Polk County Sheriff's Office
Winter Haven , FL
10.2011 - Current
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire and EMS while tracking data in real-time environments.
- Relayed latest information to first responders via electronic means, telephone calls and radio responses.
- Routed calls to police, fire and ambulance service to meet individual call needs.
- Answered calls from automatic routing system and took basic information from callers.
- Reduced risks and emergency response issues by observing public safety field units.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Worked flexible hours; night, weekend, and holiday shifts.
- Maintained energy and enthusiasm in fast-paced environment.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Developed and maintained courteous and effective working relationships.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Read system maps and caller information, and documented details in system.
Claims Representative
State Farm Insurance Inc
Winter Haven, FL
09.2008 - 10.2011
- Interviewed policyholders to verify information and obtain additional details.
- Examined reports, accounts and evidence to determine integrity and accuracy of information.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Followed up with customers on unresolved issues.
- Evaluated accuracy and quality of data entered into agency management system.
- Oversaw claim recoveries, subrogation and salvage.
- Checked level and type of coverage and evaluated contracts.
- Modeled exceptional customer service skills and appropriate diagnostic sales techniques to team members.
- Checked documentation for accuracy and validity on updated systems.
- Processed and recorded new policies and claims.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Verified client information by analyzing existing evidence on file.
- Maintained confidentiality of patient finances, records and health statuses.
- Posted payments to accounts and maintained records.
- Calculated adjustments, premiums, and refunds.
- Notified insurance agents and accounting departments of policy cancellations and changes.
- Determined appropriateness of payers to protect organization and minimize risk.
Education
BBA - Business Administration And Management
Polk State College
Winter Haven, FLAssociate of Science - Business Administration And Management
Polk State College
Winter Haven, FL05.2021
Skills
- Information Security
- Multi-Line Telephone Systems
- Police Department Procedures
- Providing Clear Directions
- Emergency Medical Instruction
- Rapid Needs Assessment
- Data Entry
- Inbound Customer Service
- Documentation and Recordkeeping
- Treatment Protocols
- Call Center Software
- Job Specification Review
Timeline
Telecommunicator III
Polk County Sheriff's Office
10.2011 - Current
Claims Representative
State Farm Insurance Inc
09.2008 - 10.2011
BBA - Business Administration And Management
Polk State College
Associate of Science - Business Administration And Management
Polk State College