Jessica Skalecki
Green Bay,Wi
Summary
Dedicated professional with experience leading dispatching activities using team management and complex problem-solving skills. Resourceful at juggling multiple tasks when scheduling deliveries, optimizing routes and prioritizing jobs. Practiced in opening, delegating and closing tickets with speed and accuracy.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Dispatch Supervisor
Brown County Public Safety
05.2022 - Current
- Provided feedback on individual performance reviews for each dispatcher under their supervision .
- Supervised the training of new hires in dispatching protocols and processes.
- Implemented strategies for improved route optimization across all areas of operation.
- Created comprehensive documentation outlining each step of the dispatch process from order entry through final delivery confirmation .
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Developed and implemented policies and procedures to improve operational efficiency.
- Developed initiatives for improving customer satisfaction ratings related to dispatch services.
- Monitored incoming calls to ensure they were handled promptly and correctly.
- Analyzed data to identify trends in call patterns or service issues.
- Maintained accurate records of dispatched vehicles, drivers, routes.
- Scheduled, assigned, and monitored the work of dispatchers.
- Responded quickly to emergency situations involving dispatched vehicles or personnel.
- Participated in regular meetings with other supervisors or managers to discuss current challenges or opportunities within the department .
- Coordinated with other departments to ensure smooth inter-departmental communication.
- Ensured that daily dispatch operations ran smoothly and efficiently.
- Investigated customer inquiries regarding delivery status or delays.
- Generated weekly reports on dispatcher productivity and performance metrics for senior management review.
- Collaborated with management to determine staffing needs for optimal coverage levels.
- Tracked and reported on dispatcher performance metrics.
- Established strong working relationships with external vendors to facilitate efficient delivery operations.
- Evaluated existing systems for potential improvements in speed or accuracy of dispatch services provided.
- Streamlined daily operational processes through the use of technology solutions such as computerized routing software programs .
- Mentored, trained, and managed team, offering insight and direction and helped boost overall performance.
- Monitored attendance and productivity for employees by maintaining accurate and updated records.
Brown County Public Safety Telecommunicator
Brown County Public Safety Communications
Green Bay, WI
01.2017 - Current
- Dispatched police officers to respond to various types of incidents.
- Collaborated with other public safety agencies during emergencies.
- Recorded pertinent data from each call into a database system for tracking purposes.
- Received and processed 911 calls for police, fire, and EMS services.
- Provided emergency medical instructions to callers over the phone.
- Assessed incoming calls for urgency and determined appropriate response level.
- Conducted thorough follow-up investigations on reported incidents.
- Actively participated in training sessions related to new technologies or industry trends.
- Performed administrative tasks such as filing paperwork, entering records into databases.
- Assisted in educating the public about emergency preparedness measures through community outreach programs.
- Adhered to strict confidentiality standards regarding sensitive information.
- Managed multiple simultaneous tasks while remaining calm under pressure.
- Responded promptly and professionally to customer inquiries and concerns.
- Ensured compliance with local laws, regulations and departmental policies and procedures.
- Maintained contact with field units via radio or telephone communication.
- Maintained knowledge of local streets and roads and landmarks within jurisdiction.
- Answered non-emergency calls and provided assistance as needed.
- Utilized mapping software to quickly determine location of caller or responding unit.
- Monitored multiple computer screens simultaneously to update information in real-time.
- Initiated emergency response protocols when needed, such as activating sirens or dispatching additional personnel.
- Created detailed incident reports documenting all relevant details of a call.
- Responded to emergency calls routed by automatic distribution system.
- Took caller information, read associated computer information and documented vital details in call tracking and assignment system.
- Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
- Researched vehicle, wanted and missing persons information.
- Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
- Mitigated risks and emergency response delays by efficiently monitoring public safety field units.
- Mentored junior team members and managed employee relationships.
911 DISPATCH LEAD
Brown County Public Safety
05.2021 - 05.2022
- Conducted regular meetings with team members to discuss goals, objectives, deadlines.
- Maintained accurate records of all assigned jobs and tracked progress of each job.
- Provided guidance and support to team members when needed.
- Assigned daily tasks and delegated responsibilities to team members.
- Monitored workflow and adjusted staff schedules accordingly.
- Provided training and guidance to new hires on dispatch procedures.
- Responded promptly to emergency calls, ensuring that the appropriate personnel were dispatched quickly and efficiently.
- Implemented quality control measures for monitoring accuracy of dispatch processes.
- Worked closely with management teams regarding scheduling conflicts or staffing needs.
- Forecasted manpower requirements based on daily workload and company targets.
- Recruited and interviewed applicants to place candidates on right assignments.
- Monitored phone queue, supported emails and retrieved inbound support faxes.
- Set schedules, implemented new policies, and worked with managers to optimize operational procedures and establish clear objectives.
Communications Specialist
Georgia-Pacific
Green Bay, WI
05.2014 - 12.2016
- Collaborated with colleagues across departments to ensure consistency in messaging across all channels of communication.
- Analyzed customer feedback from surveys or focus groups to identify areas of improvement in communication processes.
- Created PowerPoint presentations for internal or external audiences at events or conferences.
- Collaborated with team to promote, plan and organize communication materials.
- Used knowledge of marketing and communications to create emotional bonds with consumers and clients.
- Utilized digital and computer software to upload, post or edit online content.
- Resolved customer inquiries regarding order status and delivery.
- Processed incoming orders in a timely manner according to company standards.
- Tracked shipments and updated customers on delivery progress.
- Contributed ideas towards process improvement initiatives within the fulfillment team.
- Performed regular cycle counts to maintain accurate inventory records.
- Verified order accuracy prior to shipment.
- Coordinated with other departments to ensure efficient and timely processing of orders.
- Adhered strictly to departmental policies and procedures at all times.
Education
High School Diploma -
West DePere High School
De Pere, WI05-2003
Bachelor of Science - Criminal Justice
ITT Technical Insitute
Green Bay, WISkills
- Maintain the highest level of standards of ethics and professionalism
- Continue further education of my career to allow promotion and provide quality in the industry standards
- Supervise staff taking phone calls, listening to transmissions from responders and ensuring proper procedure is followed
- Monitor and evaluate performance of staff and discipline as appropriate
- Maintain department records and respond to public inquiries and complaints
- Operate radio dispatch positions
- Responsible for compliance with departments policies and procedures
- Assist in making training schedules for new hires and cross training staff
- Attend monthly supervisor meetings with Director and Assistant director to ensure staffing issues are discussed appropriately and to discuss budget updates, equipment updates, and backup center updates
- Ensure smooth day-to-day operations
- Using data entry into guardian tracking for employee’s
- Use of kronos time keeping system for payroll
- Maintain a professional relationship with our responders
- Supervise, schedule, coordinate and direct the work of subordinates for countywide emergency communications center
- Answer and route all calls and messages of emergency and non-emergency to proper public service agency
- Supervisory level liaison with client agency staff
- Train staff to policy and procedures in all positions as desired by the training team
- Grade quality assurance medical calls with Emergency Dispatch software to ensure all staff members are following procedure within the parameters of all medical calls
- Attend monthly meetings for Scheduling Committee, Quality Assurance, Lead and Supervisor, Public Education and Policy and Procedure Committee
- Positive communication skills
- Mentoring and training
- Dispatcher monitoring
- Dispatch Coordination
- Schedule checking and oversight
- Employee Training
- Microsoft Proficiency
Certification
- CPR Certified
- Emergency Medical Dispatch
- Quality Assurance through priority dispatch
- NCMEC
Timeline
Dispatch Supervisor
Brown County Public Safety
05.2022 - Current
911 DISPATCH LEAD
Brown County Public Safety
05.2021 - 05.2022
Brown County Public Safety Telecommunicator
Brown County Public Safety Communications
01.2017 - Current
Communications Specialist
Georgia-Pacific
05.2014 - 12.2016
High School Diploma -
West DePere High School
Bachelor of Science - Criminal Justice
ITT Technical Insitute
- CPR Certified
- Emergency Medical Dispatch
- Quality Assurance through priority dispatch
- NCMEC
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