Lori Clause

911 Operations Supervisor

City of Virginia Beach

07.2009 - Current

Multi-Channel Communication Management: Expertise in monitoring and managing multiple communication channels (radio, CAD, phone) to ensure timely and accurate information flow during critical operations.
Operational Oversight & Team Leadership: Proven ability to supervise teams, enforce policies, conduct performance evaluations, and drive adherence to procedures for efficient project execution.
Training & Coaching: Skilled in developing and delivering training programs, mentoring staff, and enhancing team performance and professional growth.
Incident & Crisis Management: Experienced in real-time incident monitoring and managing high-pressure situations, with effective communication to executive leadership.
Data Collection & Reporting: Proficient in gathering, analyzing, and reporting operational data to support decision-making and continuous improvement.
Cross-Department Collaboration: Adept at maintaining open communication and collaboration across multiple departments and agencies to resolve issues and ensure project success.
Technical Support & Problem-Solving: Hands-on experience troubleshooting systems and responding to technical escalations to maintain service continuity.
Compliance & Attention to Detail: Strong focus on enforcing policies and procedures to ensure compliance and meet project scope and timelines.
Customer Service Excellence: Dedicated to delivering exceptional customer service and building strong, trusting relationships with stakeholders.
Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
Successfully managed day-to-day operations of a large team, providing guidance and leadership to ensure efficient workflow.
Oversaw staff development, training and performance management.
Trained, coached and mentored team members to foster a highly productive work environment.
Assigned tasks according to individual abilities while motivating staff to reach goals within deadlines.
Utilized problem-solving skills to resolve customer service issues quickly and efficiently.
Conducted regular performance reviews and provided feedback to team members.
Identified training needs for staff members and coordinated appropriate training programs.
Resolved customer service issues and complaints in a timely and professional manner.
Evaluated employee performance against set objectives on an ongoing basis.
Planned, scheduled, and assigned work activities for personnel.
Coordinated logistics activities such as scheduling transportations services, ordering supplies.
Provided feedback on employee performance in order to promote professional development.
Resolved conflicts between employees in an efficient manner while maintaining a positive work environment for all individuals involved.
Supervised direct reports and enforced adherence to established procedures and deadlines.
Monitored daily operations and evaluated performance to proactively approach backlogs.
Conducted performance evaluations, providing constructive feedback and identifying areas for improvement.