Keiana Cruz
Tucson,AZ
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
6
6
years of professional experience
1
1
Certification
Work History
911 Telecommunicator
City of Tucson
Tucson, AZ
01.2025 - 07.2025
- Coordinated communication between first responders and callers during critical incidents.
- Monitored radio communications for updates on ongoing emergencies.
- Documented call details accurately in computer-aided dispatch system.
- Handled high-pressure situations calmly and professionally, successfully managing multiple calls simultaneously during peak hours.
- Maintained accurate records of all incoming calls, ensuring thorough documentation for future reference and analysis.
- Enhanced emergency response times by efficiently gathering and disseminating critical information to first responders.
- Provided compassionate assistance to distressed callers while maintaining composure under challenging circumstances.
- Built rapport with callers, establishing trust and facilitating the collection of vital information needed for an appropriate response.
- Supported dispatchers in coordinating multi-agency responses during large-scale emergencies, resulting in effective resource allocation.
- Assisted with the implementation of new software systems, streamlining call handling processes and increasing efficiency.
- Achieved consistently high performance evaluations due to exceptional communication skills and attention to detail in information gathering tasks.
- Answered multi-line phone systems to gather critical information for first responders, improving response times.
- Assisted in implementation of new call-routing system, enhancing efficiency and caller experience.
- Provided critical support during major emergencies, recognized by management for outstanding performance.
- Updated emergency contact databases, ensuring accurate and quick access to vital information during emergencies.
- Maintained strict adherence to confidentiality protocols by safeguarding sensitive information from unauthorized access.
- Documented call details accurately for use in ongoing investigations and reports.
- Calmed callers in distress, gathering vital information for emergency response teams.
- Managed stressful calls with empathy and professionalism, maintaining caller calm until help arrived.
- Guided callers through medical emergencies using pre-arrival instructions, stabilizing patients until help arrived on scene.
Trainer
Eversice work from home
Tucson, AZ
12.2019 - 04.2024
- Developed and delivered comprehensive training programs for new hires, ensuring a smooth onboarding process
- Conducted engaging and interactive training sessions on various topics including product knowledge, sales techniques, and customer service
- Utilized a variety of instructional methods such as presentations, demonstrations, and hands-on activities to enhance learning experience
- Customized training materials based on individual learning styles and needs of trainees
- Evaluated trainee performance through assessments and provided constructive feedback to facilitate skill development
- Collaborated with subject matter experts to stay updated on industry trends and incorporate relevant information into training content
- Implemented e-learning platforms to provide remote training opportunities for geographically dispersed teams
- Created online tutorials and video modules to supplement in-person training sessions
- Managed the scheduling logistics of training sessions, ensuring optimal attendance rates
- Coached employees one-on-one to address specific skill gaps or performance issues identified during the training process
- Maintained accurate records of employee training progress and certifications using learning management systems (LMS)
- Facilitated team-building exercises to foster collaboration among trainees from different departments or locations
- Designed interactive games or simulations to reinforce key concepts learned during the training program
- Delivered specialized technical trainings related to software applications or equipment operation
- Collaborated with cross-functional teams (e.g., HR, Sales) to identify specific departmental needs for targeted skills development
- Assessed the effectiveness of existing training programs through surveys or focus groups; made improvements based on feedback received
- Provided ongoing support to employees after initial training by answering questions or providing additional resources as needed
- Led workshops on effective communication skills, conflict resolution, and leadership development for managers and supervisors
- Collaborated with management to identify key performance indicators (KPIs) for evaluating the impact of training initiatives
- Conducted follow-up assessments to measure the effectiveness of training programs in improving job performance
- Designed and delivered train-the-trainer programs to equip internal trainers with necessary skills and knowledge
- Implemented a new employee orientation program to ensure consistent onboarding experience across the organization
- Mentored junior trainers by providing guidance and feedback on their training delivery techniques
- Trained trainers within the organization on best practices in instructional design methodologies
- Developed and maintained training manuals, guides, and other reference materials for ongoing use
In Home Caregiver
AZ Ohana
Tucson, AZ
- Current
- Provided compassionate and personalized in-home care for individuals with varying health conditions and needs, ensuring their physical and emotional well-being
- Administered medications according to prescribed schedules, adhering to all safety protocols and maintaining accurate medication records
- Managed and organized clients' medical appointments, coordinating transportation and accompanying them to ensure they received necessary medical care
- Developed strong and trusting relationships with clients and their families, fostering a supportive and caring environment
- Assisted clients with activities of daily living (ADLs), including bathing, dressing, grooming, and mobility support, promoting independence and maintaining dignity
- Assisted clients with therapeutic exercises and rehabilitation activities, supporting their physical health and recovery goals
- Provided companionship and emotional support, engaging in meaningful conversations and recreational activities to enhance clients' mental and emotional well-being
- Assisted with mobility devices, such as walkers or wheelchairs, ensuring clients' safety and independence in navigating their living spaces
- Managed and documented clients' medical histories and daily activities, maintaining accurate and up-to-date records
- Facilitated communication between clients, family members, and healthcare providers, ensuring a collaborative approach to care
- Responded to emergencies calmly and efficiently, following established protocols and seeking assistance when needed
- Provided respite care for family members, offering support and relief to primary caregivers while maintaining a high level of care for the client
- Attended training sessions and workshops to stay informed about the latest caregiving techniques, medical advancements, and safety protocols
- Advocated for clients' rights and needs, ensuring they received appropriate care and services within the home environment
- Collaborated with healthcare professionals to implement and monitor specialized care plans for clients with chronic conditions or complex medical needs
- Managed and organized clients' medication schedules, ensuring compliance with prescribed regimens and minimizing the risk of medication errors
- Assisted clients in engaging in social and recreational activities, promoting a sense of purpose and connection
- Provided emotional support to clients and their families during challenging times, offering a compassionate and empathetic presence
- Ensured clients' comfort and safety during the night by providing overnight care and assistance as required
- Assisted with end-of-life care, offering comfort and emotional support to clients and their families during challenging times
Daycare Worker
Tucson Country Club
Tucson, AZ
11.2025 - 01.2026
- I took care of kids who were dropped off at the daycare center at the TCC, made sure toys were cleaned after every use. Made sure everyone played nice, called parents if needed, kept communication accordingly
- Supervised daily activities, ensuring a safe and engaging environment for children.
- Assisted in developing age-appropriate educational programs and activities.
Education
High school diploma - undefined
Pueblo High School
05.2016
Skills
- Safety monitor
- Customer support
- Maintaining an organized workspace
- Medication administration
- Fingerprint clearance card
- Experience with children
- Patient care
- Classroom Teaching
- Copy machines
- Database software proficiency
- Curriculum implementation
- Customer service
- Mediation
- Office experience
- Care plans
- Direct support
- Early childhood education center experience
- CPR
- Interpersonal communication
- Infants
- Working with high schoolers
- Classroom management
- Microsoft PowerPoint
- Curriculum development
- Basic math
- Time management
- Outdoor work
- Clear language communication
- Computer operation
- Daycare
- Nanny experience with infants
- Toddler care
- Skill building
- Customer complaint resolution
- Microsoft Outlook
- Working with people with developmental disabilities
- Classroom experience
- Dog handling
- Supervisor experience
- Appointment scheduling
- Decision making
- Word processing
- New hire training
- Experience with individuals with cognitive disabilities
- Caregiving
- Babysitting
- Leader in public safety communications
- Mobile devices
- Microsoft Excel
- Conflict management
- Phone communication
- Time & attendance systems
- Resident's rights
- Student information system
- Infant care
- Student organizational support
- Grammar
- Experience
- Food preparation
- Writing skills
- Administrative experience
- Teaching
- Childhood development
- Home & community care experience
- Computer literacy
- Typing
- Tube feeding
- State healthcare regulations
- Remote recruiting
- Patient observation
- Productivity software
- Written communication
- Microsoft Word
- Payroll
- Learning technology
- Emergency management
- Stress tolerance
- Call prioritization
- Public safety awareness
- Computer skills
- CPR and first aid
- Teamwork and collaboration
- Dependable and responsible
- Information documentation
- Documentation
- Prioritizing situations
- Computer-aided dispatching
- Public safety telecommunicator
- Information intake
- 911 system information databases
- Teamwork
- Problem-solving
- Listening skills
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Verbal and written communication
- Decision-making
- Adaptability and flexibility
- Public safety telecommunicator (PST)
- Flexible schedule
Certification
- AED Certification
- Caregiver Certification
- CPR Certification
- Driver's License
- First Aid Certification
Languages
English
Personal Information
Driving License: Yes
Timeline
Daycare Worker
Tucson Country Club
11.2025 - 01.2026
911 Telecommunicator
City of Tucson
01.2025 - 07.2025
Trainer
Eversice work from home
12.2019 - 04.2024
In Home Caregiver
AZ Ohana
- Current
High school diploma - undefined
Pueblo High School