Leslie Winge
Summary
Reliable emergency communications professional with robust background in managing 911 call centers and ensuring operational efficiency. Proven track record of enhancing dispatcher training and streamlining emergency response protocols. Known for strong team collaboration and adaptability in rapidly changing situations, with key skills in crisis management and effective communication.
Overview
16
16
years of professional experience
1
1
Certification
Work History
911 Communications Supervisor
Dane County Public Safety Communications
03.2020 - Current
- Boosted team morale through regular performance evaluations and constructive feedback sessions.
- Fostered an environment that emphasized teamwork, cooperation, and excellence in service delivery among employees.
- Oversaw scheduling and staffing needs for a 24/7 operation, optimizing coverage during peak hours.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
911 Communications Training Supervisor
Dane County Public Safety Communications
04.2022 - 01.2025
- Designed, managed, and delivered comprehensive classroom training program to enhance employee knowledge and performance.
- Created and managed engaging training content that catered to diverse learning styles, improving overall knowledge acquisition among employees.
- Mentored new hires during their onboarding process, accelerating their integration into the company culture and work environment.
- Developed strategies for integrating technology into training programs, maximizing engagement while minimizing disruption to daily operations.
- Created and implemented training materials for all employees to support new technology rollouts and system upgrades, ensuring smooth transitions and effective adoption
- Developed and implemented a comprehensive Quality Assurance program from the ground up, overseeing all aspects of its execution and continuous improvement
911 Public Safety Telecommunicator
Dane County Public Safety Communications
09.2013 - 03.2020
- Provided exceptional customer service to callers, addressing their needs promptly and professionally.
- Managed multiple computer systems simultaneously while fielding calls, resulting in seamless information flow between agencies.
- Ensured public safety by swiftly dispatching appropriate resources to the scene of incidents.
- Supported fellow telecommunicators during high-stress situations, contributing to overall team success.
- Trained new telecommunicators on software systems, policies, and procedures for efficient integration into the team.
- Reduced stress for callers by maintaining a calm demeanor and providing clear instructions during crisis situations.
Food Service Supervisor
SSP America
08.2010 - 09.2013
- Established and managed team schedules, shift assignments and employee absences.
- Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues.
- Maintained compliance with company policies and procedures for food safety, sanitation, and quality.
- Oversaw balancing of cash registers, reconciled transactions, and deposited establishment's earnings to bank.
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
Food Service Worker
SSP America
08.2008 - 08.2010
- Utilized strong multitasking skills to manage multiple orders simultaneously without compromising quality or accuracy.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Supported team members during peak hours, ensuring smooth operations and minimal wait times for customers.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Demonstrated versatility by quickly adapting to various roles within the food service environment as needed.
Education
Associate of Applied Science - Criminal Justice
Madison College
Madison12-2012
Skills
- Interpersonal communication
- Coaching and mentoring
- Conflict resolution
- Team leadership
- Adaptability and flexibility
- Situational awareness
- Goal setting
- Continuous improvement
- Teamwork and collaboration
- Prioritizing situations
- Listening skills
Accomplishments
- Streamlined workflow by introducing Frontline software which merges various platforms, reducing the need for multiple logins.
- Spearheaded the transition to a new document management system, reviewing and consolidating 1,100 documents into a streamlined collection of 220.
- Improved document management system usability by eliminating outdated materials, optimizing content and creating fillable web-based forms.
- Collaborated to redesign the grading system, sections reviewed and overall process for trainer evaluations, creating a more efficient and user-friendly system.
- Improved consistency and clarity in daily observations and reporting.
- Successfully rolled out the revamped DOR system and trained staff on its implementation and use.
- Developed a comprehensive 4-week classroom training outline for call-taker training, including the creation of core curriculum materials.
- Updated and managed training resources and provided guidance on county employee resources.
- Coordinated with multiple instructors to ensure completion of four required certifications.
Certification
- Certified Public Manager - UW Madison Extension
- Center Manager Certification Program - National Emergency Number Association (NENA)
- 9-1-1 Center Supervisor Program - National Emergency Number Association (NENA)
- Emergency Medical Dispatch Quality Assurance Specialist (EMD-Q) Certificate - International Academies of Emergency Dispatch (IAED)
Timeline
911 Communications Training Supervisor
Dane County Public Safety Communications
04.2022 - 01.2025
911 Communications Supervisor
Dane County Public Safety Communications
03.2020 - Current
911 Public Safety Telecommunicator
Dane County Public Safety Communications
09.2013 - 03.2020
Food Service Supervisor
SSP America
08.2010 - 09.2013
Food Service Worker
SSP America
08.2008 - 08.2010
- Certified Public Manager - UW Madison Extension
- Center Manager Certification Program - National Emergency Number Association (NENA)
- 9-1-1 Center Supervisor Program - National Emergency Number Association (NENA)
- Emergency Medical Dispatch Quality Assurance Specialist (EMD-Q) Certificate - International Academies of Emergency Dispatch (IAED)
Associate of Applied Science - Criminal Justice
Madison College
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