Jennifer Paz
El Paso,TX
Summary
Committed professional with a solid history of helping people handle emotionally-charged, life-threatening and dangerous situations. Knowledgeable at keeping callers calm and gathering required information. Dedicated 911 Dispatcher offering 25 years of related experience. Familiar with managing emotions and staying clear-headed under pressure. Extensive training in police, fire and medical protocols.
Overview
29
29
years of professional experience
Work History
Call Center Representative
AppleOne
09.2024 - Current
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Collaborated with team members to enhance workflow efficiency and service quality.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Managed high call volumes while maintaining a positive customer experience.
Banking Customer Service Representative
Alorica
07.2024 - 09.2024
- Rep. for Bank of America, assisted clients with account management, facilitating transactions and ensuring compliance with bank policies.
- Collaborated with team members to streamline processes.
- Educated customers on banking products and services.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
Certified 911 Public Safety Telecommunicator
City of El Paso Fire Department
11.2000 - 06.2023
- Answer Emergency 911 and non emergency calls for the city of El Paso.
- Created calls for police, fire, and ambulance services to meet individual call needs
- Demonstrated empathy and professionalism while handling emotionally-charged calls from distressed individuals.
- Relaying critical information and updates.
- Provided prearrival instructions.
- Provided essential support during natural disasters or major incidents.
- Provided on-the-job training and coaching to develop new dispatchers.
Tow Truck Dispatcher
El Paso Towing
01.2000 - 08.2000
- Monitored vehicle and tow truck locations to coordinate timely arrivals.
- Coordinated with drivers to facilitate efficient delivery routes and timely arrivals.
- Release vehicles back to their registered owners.
Police Dispatcher
Socorro Police Department
04.1998 - 01.2000
- Received 911 and non-emergency calls for dispatch.
- Relayed information to first responders via computer, telephone, and radio.
- Routed calls to other agencies.
- Handled sensitive situations with professionalism, maintaining confidentiality while collecting necessary information from callers.
- Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
- Mentored new call takers.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Contributed to officer safety by diligently monitoring radio traffic and providing timely status checks.
Call Center Representative
West Telemarketing
01.1998 - 04.1998
- Boosted customer service satisfaction ratings through consistent quality control.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Received inbound calls for customers AT&T assisted them with new service or any concerns they had concerning thier account.
- Trained on company operations, policies and services.
Cashier
Taco Bell
06.1997 - 12.1997
- Tagged and stocked merchandise as required.
- Cleaned tables, floors, windows, bathrooms, and kitchen area.
- Spoke with customers, operated cash register, entered orders, accept cash, and credit card transactions.
Cashier
Long Johns Silvers
08.1996 - 06.1997
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Proactively addressed long lines by opening additional registers when necessary, enhancing customer experience.
- Helped train new employees, and maintained a professional, courteous and effective working relationships.
Work Study Student
El Paso Community College
06.1996 - 07.1996
- Working for the science teacher, maintaining records of all office activities
- Collaborated with the other team members on various tasks, like cleaning the science labs, and providing the tools needed and get the class room ready for the next class.
- Assisted in preparation and administration of exams and tests.
Education
Associate of Applied Science - Criminal Justice
El Paso Community College
12.2004
High School Diploma -
Riverside High School
05.1996
Skills
- Emergency Medical Dispatch operator
- Call Management
- Basic life support
- Communications Training Officer (CTO)
- Coaching and Mentoring new employees
- Crisis Management
- Public Safety
- Emergency Police, Fire, Medical Dispatcher Certified
- NCIC Database
- CPR certified
- Public Safety Telecommunicator (PST)
- Public Speaking
- Dependable and Responsible
- Telephone Etiquette
Timeline
Call Center Representative
AppleOne
09.2024 - Current
Banking Customer Service Representative
Alorica
07.2024 - 09.2024
Certified 911 Public Safety Telecommunicator
City of El Paso Fire Department
11.2000 - 06.2023
Tow Truck Dispatcher
El Paso Towing
01.2000 - 08.2000
Police Dispatcher
Socorro Police Department
04.1998 - 01.2000
Call Center Representative
West Telemarketing
01.1998 - 04.1998
Cashier
Taco Bell
06.1997 - 12.1997
Cashier
Long Johns Silvers
08.1996 - 06.1997
Work Study Student
El Paso Community College
06.1996 - 07.1996
High School Diploma -
Riverside High School
Associate of Applied Science - Criminal Justice
El Paso Community College
Similar Profiles
TYRELL WILLIAMSTYRELL WILLIAMS
Records Support Associate at AppleOneRecords Support Associate at AppleOne
Jenna MontourJenna Montour
Customer Service Representative at AppleOneCustomer Service Representative at AppleOne
IXCHELLE OLESONIXCHELLE OLESON
Staffing Consultant at AppleOneStaffing Consultant at AppleOne
JOSE PORTILLO ARROYOJOSE PORTILLO ARROYO
Registered Nurse Level III, Intensive Care Unit at The Hospitals of Providence East CampusRegistered Nurse Level III, Intensive Care Unit at The Hospitals of Providence East Campus
Mariana Carbajal SiegfriedMariana Carbajal Siegfried
Lead Customer Service Representative at VerizonLead Customer Service Representative at Verizon