Johanna Zavala
Houston,TX
Summary
Proven leader and Certified Training Officer at Houston Emergency Center, adept in employee training and development, and enhancing team performance. Leveraged interpersonal communication and critical thinking to improve training outcomes and emergency response efficiency. Demonstrated excellence in multitasking and decision-making, achieving significant advancements in trainee proficiency and operational effectiveness. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
Certified Training Officer 911 Telecommunicator
Houston Emergency Center
Houston, TX
03.2020 - Current
- Provided knowledgeable information through thorough training sessions on department policies and procedures.
- Conducted daily evaluations of employees'' progress, offering constructive feedback and personalized guidance for improvement opportunities.
- Promoted a positive working environment among trainees by fostering open communication channels between management personnel, supervisors, trainer and training coordinators.
- Implemented effective strategies to address underperformance issues, leading to marked improvements in new hires.
- Collaborated with department training coordinators to identify specific training needs, aligning content with organizational objectives.
- Enhanced employee performance by designing and implementing targeted training strategies.
- Maintained accurate records of employee performance and other pertinent information related to training progress.
- Created engaging learning materials to facilitate knowledge transfer during training sessions.
- Provided one-on-one coaching sessions aimed at addressing individualized learning needs, resulting in increased employee satisfaction and overall job performance.
- Identified training needs and planned accordingly.
- Developed and implemented effective lesson plans to cover necessary material.
- Provided coaching and mentoring to employees.
- Analyzed and evaluated training effectiveness while training a new hire with objectives and goals in place.
- Served as a mentor for new hires, guiding them through on-the-job training and fostering their growth within the department.
911 Public Safety Telecommunicator
Houston Emergency Center
Houston, TX
03.2017 - 09.2019
- Provided exceptional customer service to callers, addressing their needs promptly and professionally.
- Improved communication among emergency responders with accurate relay of critical information from callers.
- Supported fellow telecommunicators during high-stress situations, contributing to overall team success.
- Managed multiple computer systems simultaneously, resulting in seamless information flow between departments.
- Reduced stress for callers by maintaining a calm demeanor and providing a firm and clear tone of voice during crisis situations.
- Achieved high levels of proficiency in multitasking by managing phones and computers simultaneously under pressure.
- Maintained strict confidentiality regarding sensitive information, adhering to privacy regulations and policies.
- Enhanced emergency response times by efficiently handling high call volumes.
- Assisted callers in emergency situations with appropriate information and support.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Received public emergency and non-emergency calls and processed the calls for service using departments protocol and procedures abiding by proper phraseology’s.
- Maintained efficient and professional during all incoming calls, ensuring thorough documentation for future reference and analysis.
- Handled high-pressure situations calmly and professionally, successfully managing multiple calls simultaneously during peak hours.
- Calmed distressed caller by using calming down techniques and facilitating the collection of vital information needed for dispatcher’s
- Achieved consistently high performance evaluations due to exceptional communication skills and attention to detail in information gathering tasks.
- Streamlined call-taking process, reducing average call duration and allowing for higher volume of emergency calls handled
- Enhanced communication skills through rigorous training, preparing for high-stress emergency situations.
- Managed stressful calls with empathy and professionalism, maintaining caller calm until all proper information was gathered.
Education
Diploma
Cesar Chavez High School
Houston, TX05.2012
Skills
Employee training
Training material development
Teambuilding
Decision-Making
Dependable and Responsible
Problem-Solving
Analytical and Critical Thinking
Teamwork and Collaboration
Interpersonal Communication
Planning and Coordination
Data Entry
Critical Thinking
Languages
Spanish
Full Professional
Timeline
Certified Training Officer 911 Telecommunicator
Houston Emergency Center
03.2020 - Current
911 Public Safety Telecommunicator
Houston Emergency Center
03.2017 - 09.2019
Diploma
Cesar Chavez High School