Kristin Joiner
Huntsville,AL
Summary
Proven leader and effective communicator, adept in stress tolerance and professional communication, demonstrated through a history of enhancing team productivity and customer satisfaction at Huntsville Madison County 9-1-1. Skilled in call prioritization and fostering empathy, significantly improved operational efficiency and service quality, contributing to sustainable growth. Knowledgeable and dedicated customer service professional with extensive experience in the Emergency Communications industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Encouraging shift lead and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
22
22
years of professional experience
Work History
9-1-1 Calltaker Shift Lead
Huntsville Madison County 9-1-1
05.2022 - Current
- Assisted in training new hires, sharing best practices for call-taking procedures and fostering a supportive work environment.
- Enhanced customer satisfaction by efficiently handling high-volume calls and resolving inquiries.
- Mentored newer staff members on best practices in call-handling etiquette.
- Achieved consistent customer satisfaction ratings by actively listening to caller concerns and providing appropriate solutions.
- Handled sensitive information with discretion, safeguarding customer privacy while adhering to company policies and regulations.
- Maintained a professional demeanor, managing difficult callers and deescalating tense situations.
- Collaborated with other departments as needed to resolve complex issues or provide comprehensive support for customers in need of specialized assistance.
- Assisted colleagues with achieving task requirements, aiding team productivity and performance.
- Trained new personnel regarding company operations, policies and services.
- Increased shift productivity by setting clear expectations and providing consistent guidance on job responsibilities.
- Supported upper management during critical decision-making processes by providing valuable insights based on firsthand experiences from shift operations.
- Evaluated employee performance regularly, providing constructive feedback for growth opportunities within the team structure.
Business Owner/Instructor
KKT ALL STARZ Baton Twirling
07.2002 - 05.2023
- Established strong customer relationships through excellent communication and attentive service.
- Strengthened company reputation by consistently meeting or exceeding customer expectations in terms of quality products/services offered.
- Consulted with customers to assess needs and propose optimal solutions.
- Managed financial operations to ensure fiscal responsibility, including budgeting, forecasting, and financial reporting.
- Increased customer satisfaction with personalized service offerings, addressing specific needs and preferences.
- Improved team productivity with ongoing training and development programs, fostering culture of continuous improvement.
- Built robust network of industry contacts, leveraging relationships for strategic partnerships and opportunities.
- Developed strategic business plan, guiding company towards sustainable growth and profitability.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Trained and guided team members to maintain high productivity and performance metrics.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Police Dispatcher
City of Huntsville
06.2021 - 10.2021
- Handled sensitive situations with professionalism, maintaining confidentiality while collecting necessary information from callers for effective intervention.
- Managed high-stress situations effectively, utilizing active listening skills and empathy to provide support to those involved in emergencies or traumatic events.
- Maintained a calm and reassuring presence during high-pressure situations, ensuring clear communication between callers, officers, and other agencies involved in emergency response.
- Supported public safety initiatives by gathering relevant data from callers for accurate dispatching of appropriate resources.
- Received 911 and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
- Contributed to officer safety by diligently monitoring radio traffic and providing timely status checks.
Kindergarten Teacher
Mayfair Child Development Center
08.2010 - 05.2016
- Built positive relationships with students and families for safe, trusted learning support.
- Enhanced classroom management by establishing clear expectations, rules, and routines.
- Collaborated with colleagues to share resources, brainstorm ideas, and problem-solve challenges faced in the classroom environment.
- Implemented differentiated instruction strategies to meet the diverse learning needs of all students.
- Promoted a positive learning environment with the use of collaborative group work and hands-on activities.
- Delivered lesson plans, implemented school curriculum and used data to create, monitor, and establish personalized learning plan for each student.
- Improved student reading skills by implementing phonics-based instruction and guided reading activities.
- Recognized children's physical, emotional and social needs for personalized support.
- Increased parent involvement through regular communication, parent-teacher conferences, and workshops.
- Monitored and evaluated student progress through regular assessments and observations.
- Reported to parents and administration about student progress.
- Created, managed, and participated in variety of learning environments and activities to support opportunities for students to develop full potential and achieve learning objectives.
- Collaborated with other faculty and staff to promote rigorous learning opportunities, general well-being of school and collective interest of staff and student body.
- Developed and implemented individualized educational plans for special needs children.
- Adapted teaching methods and materials to meet evolving educational standards and best practices, ensuring high-quality education.
Assistant to CEO
Kidz Kamp
06.2002 - 07.2012
- Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
- Greeted guests in with friendliness and professionalism.
- Answered incoming phone calls to process requests, transfer calls, or relay messages to appropriate personnel.
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Assisted manager in all aspects of business operations.
- Safeguarded sensitive information through proper documentation handling, data entry, and record maintenance procedures.
- Boosted customer satisfaction by promptly addressing inquiries and resolving issues professionally.
- Enhanced team communication through effective scheduling, meeting coordination, and correspondence management.
- Streamlined communication within team, scheduling and coordinating meetings for all members.
- Optimized expense tracking, significantly reducing overhead costs by meticulously reviewing and reconciling monthly expenses.
- Reduced response time to external inquiries, establishing structured system for tracking and managing emails.
- Completed daily logs for management review.
- Proofread and edited documents for accuracy and grammar.
- Performed wide-ranging administrative, financial and service-related functions.
Education
Education Certificate - Elementary Education
Calhoun Community College
Tanner, ALHigh School Diploma -
Madison County High School
Gurley, AL05.2000
Skills
- Teamwork orientation
- Call prioritization
- Stress Tolerance
- Assertiveness
- Empathy Display
- Clear Communication
- Typing Skills
- Professional Communication
Timeline
9-1-1 Calltaker Shift Lead
Huntsville Madison County 9-1-1
05.2022 - Current
Police Dispatcher
City of Huntsville
06.2021 - 10.2021
Kindergarten Teacher
Mayfair Child Development Center
08.2010 - 05.2016
Business Owner/Instructor
KKT ALL STARZ Baton Twirling
07.2002 - 05.2023
Assistant to CEO
Kidz Kamp
06.2002 - 07.2012
Education Certificate - Elementary Education
Calhoun Community College
High School Diploma -
Madison County High School
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