Maliyah Gould
Greensboro,NC
Summary
Dynamic professional with a strong work ethic and proven expertise in emergency response as a 911 Telecommunicator for the City of Greensboro. Skilled in effective communication and public safety awareness, adept at managing high-pressure situations while ensuring accurate documentation and resource dispatch. Committed to enhancing member experiences through problem-solving and outreach initiatives.
Overview
5
5
years of professional experience
1
1
Certification
Work History
911 Telecommunicator
City of Greensboro
Greensboro, NC
03.2025 - Current
- Provided pre-arrival instructions to callers regarding medical, fire, and other emergencies.
- Answered incoming 911 calls and determined the nature of emergency.
- Received requests for non-emergency services such as tow trucks, ambulances, locksmiths. and dispatched resources accordingly.
- Assessed caller's needs and provided support as needed during crisis situations.
- Maintained contact with callers until help arrived at scene.
- Documented all relevant details from each call in computer-aided dispatch system.
- Dispatched appropriate personnel to respond to emergency situations.
- Participated in training sessions related to new technologies used in Emergency Dispatching.
- Prioritized multiple simultaneous calls based on severity of incident reported by caller.
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
- Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
Member Outreach Specialist
Devoted Health
Greensboro, NC
12.2022 - 01.2025
- Executed outreach via calls, emails, or SMS messages to educate and inform members regarding available services, programs, and benefits.
- Educated members on various clinical programs to enhance understanding and participation.
- Recorded member information, needs, preferences, and interactions with accuracy in system.
- Provided administrative support including scheduling appointments, maintaining records, and preparing reports.
- Partnered with community organizations to develop collaborative outreach efforts.
- Maintained a database of contacts related to ongoing outreach initiatives.
Member Advocate
Aetna - CVS Health
Greensboro, NC
02.2021 - 11.2022
- Act as a problem solver for members who experience issues related to their healthcare, such as billing questions, claim denials, or coverage concerns.
- Assist members in coordinating care, connecting them with appropriate healthcare providers, specialists, or wellness programs.
Technical Support Representative
Kelly Services
09.2020 - 02.2021
- Identify and resolve a wide range of technical problems related to iPhones, iPads, iPods, and iOS apps, including software bugs, hardware malfunctions, and network connectivity issues.
- Use diagnostic tools and problem-solving skills to offer solutions for both common and complex iOS-related issues, including app crashes, system errors, iOS updates, and device performance issues.
Education
AAS - Information Systems (Cyber Operations)
Guilford Technical Community College
06.2025
Skills
- Motivated and dependable
- Public safety awareness
- Law enforcement procedures
- Effective communication
- Stress tolerance
- Strong work ethic
- Team collaboration
- Adaptability and initiative
- Attention to detail
- Deadline management
Certification
- Emergency Medical Dispatch
- Emergency Fire Dispatch
- Emergency Police Dispatch
- Crisis Intervention
References
References available upon request.
Timeline
911 Telecommunicator
City of Greensboro
03.2025 - Current
Member Outreach Specialist
Devoted Health
12.2022 - 01.2025
Member Advocate
Aetna - CVS Health
02.2021 - 11.2022
Technical Support Representative
Kelly Services
09.2020 - 02.2021
AAS - Information Systems (Cyber Operations)
Guilford Technical Community College
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