LASHANDA MCFADDEN
Hallandale,FL
Summary
Experienced Supervisor and Administration Professional experienced in optimizing productivity, efficiency, and service quality across various environments. Works effectively with cross-functional teams to ensure operational and service excellence.
Overview
23
23
years of professional experience
Work History
Operations Support Supervisor
FocusPoint International
11.2017 - 09.2023
- Successfully fostered a positive work culture of providing excellent customer service and supporting cross-functional teams in the US, Canada, and Capetown, SA.
- Provide call support triage and crisis monitoring for domestic/overseas travelers. Review cases of high complexity, and confirm receipt of necessary travel documents and clearance forms required for an evacuation. Coordinate with vendors to ensure traveler safety during transport. Secure hotel booking and transportation for assigned travel escorts. Check for visa requirements and any government restrictions.
- Ensure staff maintain regulatory requirements and follow company values, policies, and procedures.
- Daily call quality monitoring across all shifts / Q&A audits. Review work logs for accuracy. Prepare weekly and monthly call center reporting/analytic reviews.
911 Telecommunicator
Broward County Sheriff's Office
01.2001 - 10.2016
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
- Dispatched and coordinated emergency services teams according to high-priority calls.
- Performed criminal history searches, created police BOLOs, entered missing persons, stolen vehicles/property into Florida Crime Information Center (FCIC) and National Crime Information Center (NCIC) databases.
- Disseminate information over police radio.
Education
Some College - Undergraduate Studies
Broward College
Pembroke Pines03.1998
Some College - Undergraduate Studies
Florida Agricultural And Mechanical University
Tallahassee, FL02.1996
High School Diploma -
Mcarthur High School
Hollywood, FL06.1993
Skills
- Customer Support 24/7(phone, email, chat, messaging app)
- Case Management
- Call Center KPIs
- Risk Mitigation
- Vendor Contracts
- Microsoft Office Suite, Salesforce, Talkdesk Call Center Software, Paycom HR & Payroll Tools, SQL database
- Medical Terminology, HIPPA
- GPS technology, direct-to-device satellite services
Timeline
Operations Support Supervisor
FocusPoint International
11.2017 - 09.2023
911 Telecommunicator
Broward County Sheriff's Office
01.2001 - 10.2016
Some College - Undergraduate Studies
Broward College
Some College - Undergraduate Studies
Florida Agricultural And Mechanical University
High School Diploma -
Mcarthur High School
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