Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic

Karen Wiltrout

Hagerstown,MD

Summary

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

19
19
years of professional experience

Work History

Emergency Communications Specialist II

Frederick County Department of Emergency Communications
04.2023 - Current
  • Process 40+ emergency, administrative, and information calls daily for Frederick County Sheriff's Office, Frederick City Police Department, Frederick County Division of Fire & Rescue, Frederick County Animal Control, Frederick County Highway, and Frederick County Parks and Recreation
  • Dispatch officers to 40+ incidents daily, accurately relaying information and updates
  • Maintain accurate records of all calls and dispatched units, ensuring comprehensive documentation for future reference and analysis
  • Communicate with other agencies as necessary
  • Utilize Computer Aided Dispatch, Vesta Phone System, ProQA EMS, EPD, EFD, and RapidSOS

Client Manager

Fiserv, formerly First Data Inc
08.2016 - 12.2018
  • Maintained open communication and ongoing relationships with a portfolio of over 800 clients for small to medium business credit card processing accounts through phone and email
  • Resolved simple and complex inquiries for clients; handled escalated issues
  • Discussed rates/fees, statement inquiries, deposits, debits, pulled reports, etc
  • Determined rate/fee reductions and refunds
  • Completed legal account changes and updated account information
  • Knowledgeable with several Fiserv, Inc
  • Systems including, but not limited to: MSA, MSC, Smart Guide, Salesforce 360, POS Management, Merchant Manager, Business Track, Ur Reporting, MBM Collections, SalesIQ, First Web, Microsoft Office, BMC Remedy, Tasqweb, Clover Dashboard, Docusign, etc
  • Cross Sales of Equipment, Credit Card Entitlements, and Software
  • Worked on a special project team-Strategically Managed Partnerships (SMS) with accounts recently converted to Fiserv, Inc
  • For TD Bank, Key Bank, Zions Banks, and Silicon Valley Bank beginning February 2018

Collection Agent I

Central Collection Unit
12.2015 - 08.2016
  • Responsible for collection of debts and created contracts for payment plans
  • Gathered information for lawsuits to collect debts using MS Office, MVA records, property records, and credit reports
  • Acting Supervisor; opened and closed office, handled deposits, and supervised the cashier

Audit Clerk

Direct Mail Processors, Inc
01.2006 - 12.2015
  • Processed and deposited funds for various non-profit organizations, political candidates, and charitable organizations
  • Responsible for deposits for over 20 accounts on a daily basis
  • Trained 15 new employees on office equipment and job duties
  • Data entry work that was completed on Microsoft Excel

Education

Bachelor of Science - Political Science

Shepherd University
Shepherdstown, WV
12.2014

Associate Of Arts - Paralegal Studies

Hagerstown Community College
Hagerstown, MD
05.2011

Skills

  • Microsoft Office
  • Google Docs
  • Effective Communication Skills
  • Organizational Skills
  • Multitasking
  • Crisis Management

Awards

Frederick County Division of Fire & Rescue Services Recognition of EMS Excellence, 01/15/25

Timeline

Emergency Communications Specialist II

Frederick County Department of Emergency Communications
04.2023 - Current

Client Manager

Fiserv, formerly First Data Inc
08.2016 - 12.2018

Collection Agent I

Central Collection Unit
12.2015 - 08.2016

Audit Clerk

Direct Mail Processors, Inc
01.2006 - 12.2015

Bachelor of Science - Political Science

Shepherd University

Associate Of Arts - Paralegal Studies

Hagerstown Community College

Similar Profiles

CREATE PROFILE