Lorena Ayala

• Handled a high volume of phone calls from customers
• Performed underwriting screening
• Verified coverage, evaluated submitted bills and

authorized payments
• Advised customers of billing policies and procedures and

process policy changes
• Researched and Identified issues using standard

procedures to address contact center problems and

issues
• Resolved customer inquiries and maintained customer

relations
• Completed administrative tasks and inputted customer

information in CRM databases for documentation
• Navigated Multiple Systems and technologies to provide

and gather information and accurately resolve service

situations.

• Provided disaster relief support, including data entry and status updates via the National Emergency Management Information System (NEMIS)
• Worked with various customer service systems and platforms, equipping with skills necessary for troubleshooting, documentation, and timely communication in remote and virtual environments
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

• Established protocols that improved dispatch accuracy by

25%.
• Led a diverse team of dispatchers, enhancing operational

efficiency through targeted training and support.
• Managed compliance and documentation standards,

ensuring adherence to corporate regulations.
• Managed a team of 15 Emergency Dispatchers, 20 Desk

Operation Coordinator, and two Police Administration

Specialists.
• 911 call statistics management- Monitored and analyzed

data relating to 911 calls to identify patterns and improve

response times.
• Provided weekly and monthly CDRLs and Analytical

reports to the US Army DES Director.
• Responsible for the upkeep of Emergency Equipment
• Responsible for training Desk Operations Coordinators on

the use of CCTV and IDS
• Responsible for certifying Emergency Dispatchers in EMD
• Troubleshooted emergency equipment during outages and

guided personnel in person and on the phone.

• Directed the research, procurement, and implementation

of Mobiletec InMotion CAD system and OMNI radio/phone

systems.
• Managed dispatch operations, administrative duties, and

communications in the fire alarm center.
• Collected and verified information from callers to ensure

accurate service requests.
• Organized and documented incident data for dispatch or

referral.
• Generated reports by analyzing and summarizing relevant

data.
• Monitored fire alarm systems, coordinating investigations

and responses to activations.
• Provided notary services to contractors and military

personnel.
• Developed process solutions using workflow diagrams

and system analysis.
• Released necessary information to support incident

resolution or referral.
• Maintained apparatus movement logs and tracked units

with Motorola 7500 Radio System.
• Entered incident data into the Emergency Reporting

System, ensuring accuracy.
• Coordinated communication with emergency personnel for

prompt responses.
• Conducted research to resolve discrepancies in response

activities.
• Provided insights for performance evaluations and team

improvement.
• Managed employee training, ensuring compliance with

mandatory requirements.
• Oversaw supply ordering using the MAXIMO system to

ensure timely procurement.
• Monitored mission progress and validated completion of

requirements.
• Maintained bi-weekly work schedules and tracked

employee leave.
• Created data analysis reports and presentations to track

call trends by type, zone, and time of day.
• Developed analysis for call processing times to improve

operational efficiency.
• Designed an incident screen to streamline the

dispatcher's CAD system transition.
• Authored and maintained the Emergency Dispatch and

Desk Operations Manual.
• Supervised a team of 15 dispatchers, ensuring compliance

with DoD and NFPA standards.
• Managed 9-1-1 and non-emergency call lines, ensuring

accurate message documentation.