Jolene Jundt
Schaumburg,IL
Summary
Dedicated professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to enhance the organizational brand.
Developed a comprehensive skill set in a high-paced support environment, focusing on effective communication and problem-solving. Looking to transition into a new field, bringing a strong ability to understand and address customer needs. Aiming to leverage these skills to contribute positively in a new professional capacity.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Lead Support Specialist
Self-employed - AllState HOA Management
07.2022 - Current
- Developed comprehensive training materials for new hires, fostering a supportive learning environment.
- Championed a customer-centric culture within the organization by emphasizing empathy, active listening, and prompt issue resolution.
- Conducted regular performance reviews with team members to encourage professional growth and development.
- Evaluated and recommended improvements to internal procedures, leading to streamlined workflows.
- Managed escalated customer issues, ensuring swift resolution and minimal impact on the client relationship.
- Established clear lines of communication within the team to enhance collaboration and maintain consistent messaging.
- Analyzed key performance metrics to identify areas for improvement and adjust strategies accordingly.
- Offered assistance in implementing and developing training programs.
- Coordinated team schedules to ensure adequate coverage during peak support hours.
Police Dispatcher
Perryville Police Department
01.2021 - 12.2024
- Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
- Questioned callers to determine nature of problems and locations to direct type of response needed.
- Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
- Received over 911 and non-emergency calls per [Timeframe] to dispatch calls to appropriate agencies and officers on duty.
- Monitored alarm systems and closed circuit televisions to dispatch appropriate police response to intrusions and trouble indicated alarms.
- Used Omnigo to track and maintain case incident numbers and logs.
- 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.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Automated document flow by ensuring logbooks and fire, accident and emergency reports were maintained with 100% accuracy.
- Handled approximately 50 cases daily, providing information and treatment recommendations to public, hospital staff and US military for cases such as accidental or intentional overdoses, chemical exposures, animal bites and battery ingestions.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
Customer Service Manager
Vive Health
07.2015 - 01.2020
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Resolved concerns with products or services to help with retention and drive sales.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Monitored customer service operations to assess agent performance and provide feedback.
- Created customer support strategy to increase customer retention.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Spearheaded customer satisfaction survey and analyzed results to make action plans.
- Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results.
Assistant Store Manager
Dollar General
05.2010 - 02.2014
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.
- Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Walked through store areas every [Timeframe] to identify and proactively resolve issues negatively impacting operations.
- Approved regular payroll submissions for employees.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
EMT-B
Abbott Ambulance
03.2005 - 12.2010
- Evaluated patient vital signs and status to determine care needs using pulse oximeters and electronic vital sign machines.
- Maintained levelheadedness and efficiency in high-pressure situations, effectively prioritizing tasks to save lives and provide medical care.
- Conducted equipment and vehicle checks to maintain continuous and safe operation.
- Developed and maintained rapport with coworkers and local hospital staff to facilitate efficient patient care.
- Communicated with patients about pain, comfort and needs during transportation and preliminary medical care.
- Restocked ambulance with proper equipment such as vents, ET tubes, medication and IV pump tubing to maintain optimum inventory.
- Controlled wounds and injuries en-route to hospitals, prepping patients for advanced treatments or maintaining conditions pre-arrival.
- Collaborated with medical professionals to communicate patient needs with accuracy and speed using hospital and medical codes.
- Triaged patients in emergency situations based on life-threatening needs and delegated tasks to better provide treatment to maximum patients at once.
- Communicated with lucid patients to gather incident and medical history information.
- Responded to over [Number] daily emergency calls to provide quick and compassionate medical assistance and care for patients.
- Administered emergency medication to patients, quickly responding to changes in conditions and medication reactions.
- Administered tests and medication to stabilize patients in field or in transit.
- Trained EMTs in basic life support skills, oxygen therapy, and wound care.
Education
Some College (No Degree) - Paramedicine
Southwest Illinois College
Belleville, ILSkills
- Traffic Law Enforcement
- Information Security
- Law Enforcement Collaboration
- Call Records Maintenance
- Prioritizing Situations
- 911 System Information Databases
- Information Relay
- Data Systems Operation
- Reading Comprehension
- Creative solutions
- Escalation handling
- Training and mentoring
- Client relationship building
- Exceptional communication
- Teamwork
- Teamwork and collaboration
- Problem-solving
- Remote support
Certification
- Certified account financial management
Languages
English
Native or Bilingual
Timeline
Lead Support Specialist
Self-employed - AllState HOA Management
07.2022 - Current
Police Dispatcher
Perryville Police Department
01.2021 - 12.2024
Customer Service Manager
Vive Health
07.2015 - 01.2020
Assistant Store Manager
Dollar General
05.2010 - 02.2014
EMT-B
Abbott Ambulance
03.2005 - 12.2010
Some College (No Degree) - Paramedicine
Southwest Illinois College
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