Kalena Lorainey
Brooklyn,N.Y.
Summary
Dynamic professional with extensive experience as a 911 Operator at NYPD, excelling in crisis management and communication. Proven leadership in team settings, enhancing productivity and customer satisfaction. Proficient in CAD software and active listening, consistently delivering exceptional service and resolving complex issues efficiently. Committed to fostering a positive work environment.
Overview
10
10
years of professional experience
1
1
Certification
Work History
911 OPERATOR/DISPATCHER
NYPD POLICE COMMUNICATIONS DIVISION
01.2024 - Current
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Complied with company policies, objectives and communication goals.
- CAD software proficiency, typing speed, knowledge of emergency response procedures, CPR/First Aid certification.
- Communication, active listening, problem solving, decision-making, stress management, and multitasking.
- Managed multiple phone lines dispatching emergency services and relaying critical information to first responders in a timely manner.
- Utilized CAD system to track unit locations and dispatch appropriate resources to incidents.
- Provided pre arrival instructions to callers on CPR and First Aid, and Saving Lives.
Supervisor
United Parcel Services, UPS
Manhattan, NY
11.2017 - 09.2021
- Performed a variety of office duties: filing, copying, operate computers, dictation and checking employees schedule and payroll time for the new week.
- Responsible for Inbound and Outbound Documentation for the facility.
- Coordinated employee schedules according to shift changes and availability.
- Responding to employees' concerns and complaints by coordinating with the human resources team to solve issues.
- Monitored employee productivity to provide constructive feedback and coaching.
- Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
- Reviewed completed work to verify consistency, quality and conformance.
- Resolved customer complaints and adjusted policies to meet changing needs.
- Planned and managed resources to consistently meet production, quality and cost goals.
- Evaluated processes and employee strengths to realign workflows with changing business demands.
- Provided ongoing training to address staff needs.
- Coached staff members to develop long-term career goals.
- Established and enforced clear goals to keep employees working collaboratively.
- Identified needs of customers promptly and efficiently.
Cashier/Management
Family Dollar
Brooklyn, NY
04.2016 - 11.2016
- Maintained inventories through spot checks, complete physical inventory and reordering.
- Enhanced leadership abilities through training and hands-on task completion.
- Resolved customer issues efficiently to build loyalty.
- Resolved client issues by delivering excellent customer service and maintaining positive attitude.
- Learned company processes, procedures and employee role functions.
- Shadowed managers to gain understanding of organizational expectations and management techniques.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Reviewed completed work to verify consistency, quality and conformance.
Customer Service Representative/HR
P.C. Richard & Son
Manhattan, NY
11.2015 - 03.2016
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered inbound calls, chats and emails to facilitate customer service.
- Consulted with customers to resolve service and billing issues.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Made outbound calls to obtain account information.
- Set up and activated customer accounts.
- Uphold quality control policies and procedures to increase customer satisfaction.
Education
Some College - Exercise Science
Bryan University
Tempe, AZ08.2023
Advanced Diploma -
George Westinghouse Career & Technical High School
06.2014
Skills
- Experience in Leadership
- Content Management Expertise
- Improvement Plan Knowledge
- Active Listening
- Organizational Skills
- Team Management
- Customer Service
- Training & Development
- Flexible Schedule
- Microsoft Office
- Friendly, Positive Attitude
- Good Work Ethic
- Basic Math
- Supervision & Leadership
- Computer Skills
Certification
- Entrepreneurship Essential Program, Bryan University, 05/01/21
- Young Women's Collective Entrepreneurship Institute, 08/01/21
Additional Information
Treasury, Dr. Betty Shabazz School P.S. 298 PTA Association
Timeline
911 OPERATOR/DISPATCHER
NYPD POLICE COMMUNICATIONS DIVISION
01.2024 - Current
Supervisor
United Parcel Services, UPS
11.2017 - 09.2021
Cashier/Management
Family Dollar
04.2016 - 11.2016
Customer Service Representative/HR
P.C. Richard & Son
11.2015 - 03.2016
Some College - Exercise Science
Bryan University
Advanced Diploma -
George Westinghouse Career & Technical High School