Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Jolene Ortega

Albuquerque,NM

Summary

A highly organized and friendly professional, able to establish long-term positive and fun relationships with clients, co-workers and outside resources. A dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success. Proven ability to establish rapport with clients, exceed departmental goals and objectives. Ambitious, flexible team member who is able to take on new challenges and adapt to changes.

Professional emergency communication specialist skilled in managing high-stress situations and ensuring rapid, accurate information relay. Known for strong teamwork and adaptability in dynamic environments. Expertise in crisis management, multitasking, and maintaining composure under pressure. Reliable, results-driven, and equipped with excellent verbal communication and problem-solving abilities.

Professional emergency communication specialist with extensive experience in high-stakes environments. Proven track record of ensuring rapid and accurate dispatch of emergency services, maintaining clear communication, and adapting to evolving scenarios seamlessly. Reliable team player with strong crisis management skills and commitment to public safety.

Knowledgeable Desired Position with solid background in emergency communications and crisis management. Adept at coordinating swift responses to critical situations while maintaining composure under pressure. Demonstrated ability in utilizing advanced communication systems and problem-solving skills to ensure public safety and efficient incident resolution.

Experienced with emergency response coordination, ensuring timely and effective dispatch of services. Utilizes advanced communication systems to maintain situational awareness and support first responders. Strong understanding of protocols and procedures necessary for managing high-pressure situations.

Committed professional with a solid history of accomplishment in helping people handle emotionally-charged, life-threatening and dangerous situations. Knowledgeable about dispatch procedures and policies.

Successful at keeping callers calm and gathering required information to support police and other first responder actions. Reads maps, understands tracking information and provides timely updates to field personnel.

Attentive telecommunications professional with training and experience to handle stressful situations. Organized and thorough in documenting calls. Helps first responders coordinate emergency actions and support local community.

Certified Job Title offers demonstrated communication and multitasking abilities. Knowledgeable about documentation and dispatching systems. Works great under pressure and remains calm during emergencies.

Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

21
21
years of professional experience

Work History

Senior Emergency Dispatcher

New Mexico Gas Company
11.2020 - Current
  • Coordinated emergency response efforts, ensuring timely dispatch of service crews to critical incidents.
  • Monitored and prioritized incoming calls, efficiently managing high-stress situations to maintain safety.
  • Utilized advanced communication systems to relay information between field personnel and emergency services.
  • Assisted in training new dispatchers on operational protocols and software systems for optimal performance.
  • Streamlined incident logging processes, enhancing accuracy and reducing response times during emergencies.
  • Developed standard operating procedures for crisis management, improving overall team efficiency and effectiveness.
  • Led initiatives to improve dispatcher coordination with utility teams, fostering better collaboration during emergencies.
  • Evaluated call response data, identifying trends to inform strategic improvements in emergency operations procedures.
  • Improved response times by prioritizing and efficiently managing emergency calls.
  • Maintained accurate records of dispatched calls and their outcomes, ensuring thorough documentation for future reference.
  • Enhanced productivity by guaranteeing timely emergency response with no service delivery issues.
  • Participated in ongoing professional development opportunities to stay current on best practices in emergency communications and technology advancements.
  • Streamlined information gathering from callers, allowing for quicker decision-making and resource allocation.
  • 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.
  • Contributed positively towards team morale by fostering a supportive work environment within the dispatch center.
  • Optimized productivity to improve on-time emergency response and life support.
  • Provided life-saving assistance with medical emergencies over the phone, guiding callers through proper procedures until help arrived.
  • Coordinated large-scale multi-agency responses involving multiple jurisdictions during major incidents or disasters.
  • Effectively managed stressful situations, maintaining a calm demeanor while providing crucial support to both callers and first responders.
  • Promoted public safety awareness by participating in community outreach events and presentations related to emergency preparedness.
  • Exceeded performance metrics in both call handling and dispatch accuracy, resulting in a higher level of service to the community.
  • Assisted in updating department policies and procedures to improve overall efficiency and effectiveness of emergency dispatch operations.
  • Aided senior leadership by collecting research for executive decision-making support.
  • Collaborated closely with law enforcement agencies to ensure timely responses to incidents requiring police intervention.
  • Identified cases requiring additional resources and interventions, reaching out to supervisor to determine best next steps.
  • Improved project completion time by incorporating Type policies.
  • Implemented caller follow-up program that provided additional support after initial incident resolution, ensuring ongoing care and assistance.
  • Eliminated risks and emergency response delays by efficiently monitoring public safety field units.

Customer Service Representative

New Mexico Gas Company, (Formerly PNM)
06.2006 - Current
  • Answer customer telephone calls while helping them manage their existing accounts including: set up new service, billing and cancel existing service.
  • Effective listener with strong problem solving skills able to communicate with customers while addressing their concerns
  • Respond to questions and concerns about services and escalate calls to the appropriate channel
  • Coordinates company policies, rules and regulations when processing customer billing requests, concerns and inquiries
  • Consistently improves customer satisfaction through expert resolution of conflicts, issues and concerns
  • Develops highly empathetic client relationships and earned the reputation for delivering exceptional customer service

Server / Hostess / Expediter

Chili’s Restaurant
08.2004 - 05.2011
  • Assisted guests with order selection by promoting specific menu items and specials. Responded to inquiries regarding meal preparation and service.
  • Highly organized and personable Server with experience providing exceptional customer service
  • Provided dependable service to both staff members and customers in a team oriented environment
  • Trained new Team Members and floor staff on guest service expectations, safety procedures, proper food handling and restaurant protocol
  • Worked with individual servers to improve performance
  • Managed all guest inquiries and complaints with enthusiasm, initiative and intense customer focus

Server / Expediter / Hostess / Cashier

Village Inn Restaurant
05.2005 - 10.2007
  • Delivered a friendly and efficient service to ensure guests a pleasant dining experience.
  • Assisted guest with making menu choices in an informative and helpful fashion
  • Effectively communicated with kitchen staff regarding customer allergies, dietary needs and other special requests
  • Monitored dining room to ensure optimal guest experiences
  • Successfully multitasked while remaining professional and courteous in fast-paced environment
  • Addressed guest requests or complaints and escalated major complaints to manager

Education

High School Diploma - undefined

West Mesa High School
Albuquerque, NM

Skills

  • Professional
  • Customer Service, Six Sigma Yellow Belt certified, detail oriented, effective communication, team player, deadline aware, customer relationship driven, energetic work attitude, service-oriented
  • Software
  • Microsoft Word, Microsoft Excel, Microsoft Outlook, Oasys, Banner, Experian and Bill Presentment

Timeline

Senior Emergency Dispatcher

New Mexico Gas Company
11.2020 - Current

Customer Service Representative

New Mexico Gas Company, (Formerly PNM)
06.2006 - Current

Server / Expediter / Hostess / Cashier

Village Inn Restaurant
05.2005 - 10.2007

Server / Hostess / Expediter

Chili’s Restaurant
08.2004 - 05.2011

High School Diploma - undefined

West Mesa High School
Jolene Ortega