Katelyn Marshall
Christiansburg,VA
Summary
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.
Dedicated employee known for punctuality, work ethic and willingness to go beyond the expected pursuing employment options where good customer service and positive attitude will make a difference.
Overview
9
9
years of professional experience
Work History
Emergency Communications Officer
Nrv911
Christiansburg, VA
06.2018 - Current
- Certified in CPR to provide First Point of Contact emergency assistance to callers.
- Coordinated dispatchers schedules to ensure no calls were missed.
- Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
- Carried out multiple fire dispatch assignments in Montgomery county region, monitoring communications in case crews needed backup.
- Maintained and updated crucial and confidential information, including phone numbers and addresses.
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
- Entered information on computerized systems to verify locations and notify nearest responders.
- Used radio, telephone and computer system to update first responders with new information.
- Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
- Took caller information, read associated computer information and documented vital details in call tracking and assignment system.
- Assisted departments with special requests such as BOLOs.
Waitress
Texas Roadhouse
Christiansburg, VA
01.2017 - 09.2020
- Communicated with event coordinators to verify appropriate and adequate accommodations for larger parties.
- Served plated dinners, buffet-style dinners and passed hors d'oeuvres for parties.
- Answered phone inquiries to schedule and confirm reservations, record takeout orders and respond to service questions.
- Updated repeat customers on menu changes and new food and beverage offerings to maintain quality service relationships.
- Increased sales of high margin menu items through effective upselling.
- Maintained accuracy while handling payments, giving change and printing receipts to customers.
- Confirmed customers' ages for alcohol service and discontinued service to intoxicated guests.
- Assisted kitchen staff with food counts by determining number of items required for complete service.
- Checked on guests to verify satisfaction with meals and suggested additional items to increase restaurant sales.
- Addressed concerns or complaints quickly to improve service and escalated more advanced issues to management for resolution.
- Completed closing duties by emptying trash, safeguarding alcohol and polishing silverware.
- Maximized beverage sales by suggesting appropriate food and drink pairings to suit unique customer preferences.
- Educated guests on daily specials and appetizers, entrees, desserts and other menu items.
- Stocked server areas with supplies before, during and after shifts to boost performance of serving staff.
- Communicated with kitchen staff frequently to stay up-to-date on supply availability and potential customer wait times.
- Greeted customers, answered questions and recommended specials, wine and desserts to increase profits.
- Applied safe food handling and optimal cleaning strategies to protect customers from foodborne illness and maintain proper sanitation.
Technology Consultant
Dish Network
Christiansburg, VA
09.2017 - 03.2018
- Evaluated benefits for each caller to determine service needs and address concerns.
- Worked with external [Type] representatives to address customer needs.
- Continued self-education and training to keep up with industry changes and trends.
- Resolved customer complaints by investigating problems, developing solutions and making recommendations to management.
- Informed customers of various tailored technology solutions to satisfy needs and demands.
- Boosted add on sales through customer education, competitor knowledge and strategic upselling techniques.
Education
High School Diploma -
Christiansburg High School
Christiansburg, VA05.2015
Skills
- Quality assurance
- Basic life support knowledge
- Computer-based dispatch systems
- Critical thinker
- Map reading abilities
- Information documentation
- First Aid/CPR
- Communications
- Problem resolution
- Customer service
Timeline
Emergency Communications Officer
Nrv911
06.2018 - Current
Technology Consultant
Dish Network
09.2017 - 03.2018
Waitress
Texas Roadhouse
01.2017 - 09.2020
High School Diploma -
Christiansburg High School