Jennifer Wilson
Muscatine,IA
Summary
Dynamic professional with extensive experience as a 911 Public Safety Telecommunicator at Muscatine Joint Communications. Proven ability in crisis management and incident documentation, enhancing public safety through effective teamwork and active listening. Recognized for maintaining high accuracy in record-keeping and fostering a supportive work environment, ensuring optimal response during emergencies.
Experienced with emergency response coordination and effective communication during crises. Utilizes advanced problem-solving skills to manage high-stress situations efficiently. Knowledge of emergency protocols and proficient at maintaining calm under pressure.
Overview
13
13
years of professional experience
1
1
Certification
Work History
911 Public Safety Telecommunicator
Muscatine Joint Communications
03.2020 - Current
- Supported fellow telecommunicators during high-stress situations, contributing to overall team success.
- Increased accuracy in record-keeping through meticulous documentation of each call''s details and outcomes.
- Assisted in crisis intervention for suicidal callers, facilitating immediate help and support from relevant resources.
- Promoted a positive work environment by actively collaborating with colleagues to share knowledge and provide mutual support.
- Ensured public safety by swiftly dispatching appropriate resources to the scene of incidents.
- Participated in regular training sessions to stay updated on industry best practices and maintain certification requirements.
- Reduced stress for callers by maintaining a calm demeanor and providing clear instructions during crisis situations.
- Coordinated with law enforcement agencies during high-risk incidents for a successful resolution.
- Trained new telecommunicators on software systems, policies, and procedures for efficient integration into the team.
- Maintained high levels of situational awareness by monitoring local news and weather updates to anticipate potential emergency situations.
- Achieved high levels of proficiency in multitasking by managing phones, radios, computers, and other equipment simultaneously under pressure.
- Assisted callers in emergency situations with appropriate information and support.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
Supply Chain Analyst
HNI
11.2018 - 03.2020
- Utilized data analytics to identify and resolve supply chain issues and improve overall performance.
- Optimized supply chain processes by implementing data-driven analysis and forecasting methods.
- Implemented advanced analytics tools, improving demand forecasting accuracy and supporting more informed decision-making processes.
- Worked closely with sales teams to understand customer needs, ensuring appropriate inventory levels were maintained to meet demand fluctuations effectively.
- Maintained accurate, up-to-date documentation of supply chain processes for reliable reference.
- Collaborated with cross-functional teams to develop and execute end-to-end supply chain strategies that supported business objectives.
- Led process improvement projects that resulted in increased efficiency, reduced waste, and lower operational costs across the supply chain network.
- Implemented best practices and process improvements to boost supply chain performance.
- Conducted detailed data analysis to identify bottlenecks in supply chain, proposing viable solutions for process improvement.
Customer Support Team Lead
Allsteel
06.2016 - 11.2018
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Streamlined support processes for improved efficiency and reduced response times.
- Consistently exceeded established KPIs related to speed of resolution, customer satisfaction, and team performance.
- Collaborated with cross-functional teams to address customer needs and improve overall experience.
- Managed a team of customer support representatives, ensuring consistent quality in service delivery.
- Actively participated in company-wide initiatives aimed at enhancing overall customer satisfaction across multiple touchpoints.
- Championed a positive work environment that encouraged employee motivation, engagement, and retention.
- Fostered a culture of continuous learning by sharing best practices across the team regularly.
- Implemented effective escalation procedures to promptly address urgent or complex customer concerns.
- Analyzed performance metrics to identify areas for improvement and develop action plans accordingly.
Field Manager
RF Installations
03.2012 - 06.2016
- Streamlined field operations for increased efficiency through regular process evaluations and adjustments.
- Performed quality control inspections on phases of field operations.
- Ensured consistent quality control by implementing and enforcing safety protocols across all field operations.
- Enhanced team productivity by implementing efficient scheduling and resource allocation strategies.
- Maintained open lines of communication between upper management and field personnel, facilitating smooth information flow throughout the organization.
- Managed large-scale projects from inception to completion, consistently meeting deadlines and staying within budget constraints.
- Implemented quality control measures to minimize errors during project execution, resulting in fewer customer complaints and higher satisfaction rates.
- Established strong relationships with vendors and suppliers, negotiating favorable contracts to reduce operational expenses.
- Implemented and maintained high standards of quality in all areas.
- Boosted team morale by fostering a positive work culture and recognizing outstanding individual achievements regularly.
- Analyzed data trends to identify potential bottlenecks in the field operations process, implementing solutions to address these issues effectively.
Education
EMT-Basic - Emergency Medical Technician
University of Iowa
Iowa City, IA05-2018
Bachelor of Science - Kinesiology
Oklahoma City University
Oklahoma City, OK05-2010
Associate of Arts - Associate of Arts
Southeastern Community College
West Burlington, IA05-2007
High School Diploma -
West High School
Davenport, IA05-2005
Skills
- Call prioritization
- Professionalism and integrity
- Public safety awareness
- Stress tolerance
- Incident documentation
- Teamwork and collaboration
- Problem-solving
- Prioritizing situations
- Basic life support
- Situational awareness
- CPR and first aid
- NCIC database
- Police and Fire/EMS procedures
Certification
- PST - Public Safety Telecommunicator
- EMD - Emergency Medical Dispatch
- CTO - Communications Training Officer
- NREMT - Emergency Medical Technician BLS
- CPR/AED/First Aid Instructor
- Firefighter I
Timeline
911 Public Safety Telecommunicator
Muscatine Joint Communications
03.2020 - Current
Supply Chain Analyst
HNI
11.2018 - 03.2020
Customer Support Team Lead
Allsteel
06.2016 - 11.2018
Field Manager
RF Installations
03.2012 - 06.2016
EMT-Basic - Emergency Medical Technician
University of Iowa
Bachelor of Science - Kinesiology
Oklahoma City University
Associate of Arts - Associate of Arts
Southeastern Community College
High School Diploma -
West High School
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