Marcie Woods
Lakeville
Summary
Dedicated professional with over 20 years of experience delivering exceptional service in dispatching and service environments. Demonstrates expertise in engaging with the public, first responders, and colleagues. Proven ability to apply resolution skills effectively in conflict and crisis situations, ensuring swift and positive outcomes. Excels in decision-making, prioritization, and communication, with a keen ability to analyze situations accurately while maintaining composure under pressure. Committed to enhancing operational efficiency through strategic problem-solving and fostering collaborative relationships.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Assistant Communications Supervisor/TC4
St. Joseph County
Mishawaka, IN
04.2023 - Current
- Facilitated and supervised an effective communication among dispatchers on the floor, resolve inquiries and concerns promptly. Partnered with police road patrol supervisors to enhance operational support. Filled upcoming short staffed shift assignments based on dispatcher capabilities and floor necessities.
- Cultivated an environment of urgency to drive timely decision-making and responsiveness.
- Managed emergency 911 and non-emergency call operations. Analyzed caller information to facilitate appropriate assistance. Oversaw dispatch of police, fire, and paramedic units. Communicated critical updates to responders to enhance operational efficiency.
- Facilitated interdepartmental communication regarding warrants, stolen vehicles, missing persons, and various requests.
Service Coordinator and Dispatcher
Hull Lift Truck, Elkhart and South Bend
10.2015 - 07.2021
- Gather forklift service repair requests directly from customers via phone, email, or text; as well as maintain constant communication with customers and technicians regarding updates on ongoing repair work
- Enter information obtained from the customer to generate work orders into the Novision dispatch software; prioritize the severity of repair requests; schedule and dispatch road repair technicians to the customer location accordingly based on priority, customer location, and technician’s expertise
- Schedule Preventative Maintenance service at the customer’s location based on each individual’s needs and requests
- Monitor and request frequent daily updates from the Parts Department on part orders needed to complete repair work; relay part order status updates to the customers and technicians
- Process completed work orders by transcribing the technician’s handwritten notes made at the time of repairs; proofread and made appropriate changes to work orders to ensure customers were being charged fairly prior to invoicing; invoiced processed work orders; mailed or emailed invoices to customers
- Monitor GPS tracking for all road technicians service vans
- Onsite first responder
Communications Specialist II
Communication Center, South Bend Police Department and St. Joseph County
South Bend, IN
05.2005 - 10.2015
- Managed emergency response operations by answering 911 and service calls. Collected vital information to assess situations. Evaluated and implemented appropriate response strategies.
- Assisted public inquiries regarding emergency and non-emergency situations by following established policies and procedures. Evaluated caller situations based on provided information or assessed potential scenarios when communication was unclear.
- Oversaw rapid response to calls and situations, ensuring appropriate handling. Delivered emergency medical instructions while maintaining line until safe conclusion of calls.
- Coordinated dispatch of emergency service providers to support operations. Monitored activities of police, fire, and EMS agencies to facilitate effective communication. Assisted in managing radio transmissions between public safety and external agencies, including traffic, lighting, towing services, railroads, AEP, and NIPSCO.
- Administered NCIC/IDACS/BMV computer systems to execute inquiries, entries, and generate reports for law enforcement personnel.
Education
Associate of Science - Criminal Justice
Brown Mackie College
01-2005
General Equivalency Diploma - undefined
Indiana Department of Education
01-2003
Skills
- Problem solving, conflict resolution, multi-tasking, and decision making skills
- Dedicated, responsible, high integrity with strong interpersonal communication skills
- Adaptable learner with effective organizational skills
- Efficient prioritization skills
- Understanding community needs
- Cultivating strong professional connections
- Resilience in demanding scenarios
Certification
American Red Cross Certification in Cardiopulmonary Resuscitation (CPR) and First Aid
Timeline
Assistant Communications Supervisor/TC4
St. Joseph County
04.2023 - Current
Service Coordinator and Dispatcher
Hull Lift Truck, Elkhart and South Bend
10.2015 - 07.2021
Communications Specialist II
Communication Center, South Bend Police Department and St. Joseph County
05.2005 - 10.2015
General Equivalency Diploma - undefined
Indiana Department of Education
Associate of Science - Criminal Justice
Brown Mackie College
Life Saver Award
I aided in saving a life of a patient who was in cardiac arrest by guiding CPR instructions via 911 call.