Jonathan Johnson
Frankfort,KY
Summary
Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Overview
17
17
years of professional experience
Work History
Radio Room Supervisor
Kentucky State Police
08.2023 - 02.2024
- Served as Manager / Director of 911 Dispatch for Kentucky State Police Post
- Was responsible for all Dispatch Operations
- Was responsible for hiring new employee’s along with conducting discipline
- Developed Post Standard Operating Procedure for dispatch
- Redeveloped new hire training program
- Created updated contingency plan for Post operations which focused on school safety
- Developed biweekly schedules and made sure staffing for all shifts were covered
- Conducted quality assurance checks on calls for service and EMD calls.
Traffic Safety Officer
Lexington Police Department
03.2018 - 08.2023
- Responded to and investigated over 3,000 injury and non-injury collisions
- Responded to traffic hazard and motorist assist
- Was required to complete accurate reports in timely manner
- Issued citations for non moving violations.
Telecommunicate Sr / Shift Supervisor
Lexington – Fayette UCG
03.2017 - 08.2023
- Dispatched calls for service that were taken by call takers to on duty patrol units.
- Was required to listen closely to make sure all information relayed was documented exactly as it was said.
- Always worked together with other people and worked together to make sure every task was completed and is done correct.
- Shift Supervisor or Second Shift
- Was responsible for 30 call takers / dispatcher.
Court Security Deputy
Franklin County Sheriff’s Office
11.2016 - 03.2018
- Maintained order and security inside of courtrooms.
- Served multiple warrants and summons
- Transported prisoners that were taken into custody, and prisoners that were picked up from other counties and brought to our detention center.
911 Dispatcher
City Of Georgetown
02.2016 - 03.2017
- With this job, it was required to be able to answer multiple telephone lines and radio channels together.
- Was required to provide high level of efficiency, accuracy and courtesy while initiating caller’s request.
- Answered and dispatched emergency and non emergency calls for service.
911 Dispatcher
Kentucky State Police
03.2012 - 02.2016
- Answered and dispatched Emergency and Non-Emergency calls and dispatched them for multiple Law Enforcement, Fire and EMS agencies
- When receiving medical calls for service, it was required that we would get proper information then provide basic medical care until EMS arrived
- Along with dispatching I also entered wanted people and stolen items into the National Crime Information Center data base
- I had to be able to answer multiple telephone lines and radio channels at the same time, multitasking was a very important part of my job
- I had to listen closely to make sure all information relayed to me was documented exactly as I was told
- I answered multiple phone lines from citizens in state and out of state along with in state and out of state agencies; I then directed them to the correct KSP location or department
- I was often dealing with people that are in very stressful situations in which I had to get them to calm down so I could get the most accurate information possible along with providing outstanding customer service
- I was required to provide a high level of efficiency, accuracy and courtesy while initiating caller’s request
- Everything I document and use is all done on computer applications, I am always using multiple computer applications at the same time
- I also used a voice over the internet phone system to connect callers and I to the proper department
- I was always working together with other people and we worked as a team to make sure every task was completed and done correct.
911 Dispatcher
City Of Georgetown
10.2011 - 01.2012
- I was a 911 dispatcher for the Georgetown / Scott County 911
- I took Emergency and Non-Emergency calls and dispatched them for multiple Law Enforcement, Fire and EMS agencies
- With this job, I had to be able to answer multiple telephone lines and radio channels at the same time
- I was required to listen closely to make sure all information relayed to me was documented exactly as I was told
- I was required to provide a high level of efficiency, accuracy and courtesy while initiating caller’s request
- I was always working together with other people and we work as a team to make sure every task is completed and is done correct.
Volunteer Firefighter
Coal Run Fire Department
08.2007 - 07.2011
- I was a volunteer Firefighter for the Coal Run Fire Department, I directed Traffic on accident scenes on very busy roadways, I conducted accident reports for the Fire Department records
- I was able to deal with people in very stressful situations
- I responded to and worked all different types of fires.
Editor / Master Control Operator
WYMT TV
01.2011 - 06.2011
- I was the overnight editor for WYMT TV in Hazard Ky
- I edit film which will all air on Mountain News This Morning; I also type and prepare scripts for the Morning Newscast
- I add stories to our website and update stories on our website as information changes
- I also build graphics for the newscast along with performing other within the News Department
- I was also the overnight Master Control Operator
- I was in charge of switching Live Programs and Taped Programs
- I also taped programs then aired and re-aired them.
Radio DJ / Board Operator
East Kentucky Broadcasting
01.2009 - 12.2010
- During my time at East Ky
- Broadcasting I have preformed many different responsibilities
- I have been the producer of my own radio broadcast on Z-Rock
- I have done several instant news reports and updates, including weather reports and emergency situations throughout the area
- I have knowledge in operating control systems, computers, and switch board
- Some of my duties have included many of the areas sports broadcast and providing stats of various events in the area
- I worked with my high school and my previous elementary school in announcing their events and recording events.
Education
Certification -
Kentucky State Police Academy
Frankfort, KY05.2012
High School Diploma -
Pike County Central High School
Pikeville, KY05.2010
Skills
- Workload Management
- Employee Motivation
- Staff Scheduling
- Employee evaluations
- Department coordination
- Report Generation
- Performance Improvements
- Policy Enforcement
- Conflict Resolution
- Decision-Making
- Complaints Handling
- Multitasking Abilities
- Excellent Communication
Activities Organizations
- Media
- Future Educators Association
- Future Business Leaders
- Talent and Gifted Leadership Program
- Quality Kids
- Floyd County Freewill Baptist Youth Conference President
Timeline
Radio Room Supervisor
Kentucky State Police
08.2023 - 02.2024
Traffic Safety Officer
Lexington Police Department
03.2018 - 08.2023
Telecommunicate Sr / Shift Supervisor
Lexington – Fayette UCG
03.2017 - 08.2023
Court Security Deputy
Franklin County Sheriff’s Office
11.2016 - 03.2018
911 Dispatcher
City Of Georgetown
02.2016 - 03.2017
911 Dispatcher
Kentucky State Police
03.2012 - 02.2016
911 Dispatcher
City Of Georgetown
10.2011 - 01.2012
Editor / Master Control Operator
WYMT TV
01.2011 - 06.2011
Radio DJ / Board Operator
East Kentucky Broadcasting
01.2009 - 12.2010
Volunteer Firefighter
Coal Run Fire Department
08.2007 - 07.2011
Certification -
Kentucky State Police Academy
High School Diploma -
Pike County Central High School