Marilis E. Jordan
Cary,IL
Summary
Proven Telecommunicator with a track record of enhancing emergency response times and public safety at the Regional Emergency Dispatch Center. Skilled in call prioritization and stress tolerance, adept at multitasking and information gathering. Increased caller satisfaction through effective communication and problem-solving, contributing to a positive team environment and continuous improvement. Proficient with various office equipment and computer software programs including but not limited to CAD (Computer Aided Dispatch), Microsoft Excel, Word and PowerPoint. I am certified in EMD (Emergency Medical Dispatch), EFD (Emergency Fire Dispatch), and CPR.
Overview
18
18
years of professional experience
Work History
Telecommunicator
Regional Emergency Dispatch Center
1842 Shermer Rd, Northbrook, IL 60062
08.2018 - 08.2024
- Handled high-pressure situations calmly and professionally, while managing multiple calls simultaneously during peak hours.
- Maintained accurate records of all incoming calls, ensuring thorough documentation for future reference and analysis.
- Enhanced emergency response times by efficiently gathering and disseminating critical information to first responders.
- Coordinated resources effectively during natural disasters, ensuring swift aid delivery to impacted communities.
- Built rapport with callers, establishing trust and facilitating the collection of vital information needed for an appropriate response.
- Provided compassionate assistance to distressed callers while maintaining composure under challenging circumstances.
- Contributed to the development of new training materials for incoming 911 Telecommunicators, improving overall team preparedness.
- Supported dispatchers in coordinating multi-agency responses during large-scale emergencies, resulting in effective resource allocation.
- Participated in ongoing professional development opportunities to stay current on best practices in emergency communications protocols.
- Assisted new hires with on-the-job training and fostering their growth within the organization.
- Guided callers through medical emergencies using pre-arrival instructions, stabilizing patients until help arrived on scene.
- Maximized caller safety by providing clear instructions for emergency situations.
- Updated emergency contact databases, ensuring accurate and quick access to vital information during emergencies.
- Answered multi-line phone systems to gather critical information for first responders, improving response times.
- Utilized advanced mapping software to pinpoint caller locations, facilitating quicker response times.
- Calmed callers in distress, gathering vital information for emergency response teams.
Telecommunicator
Deerfield Police Department
08.2022 - 01.2023
- Improved emergency response times by efficiently prioritizing and dispatching calls to appropriate personnel.
- Stayed current on local, state, and federal laws as well as department policies to ensure accurate guidance was given in various emergency scenarios.
- Enhanced public safety by accurately documenting incident details and maintaining up-to-date records in the system.
- Supported officers in the field with timely information retrieval, facilitating their ability to make informed decisions during critical incidents.
- Developed strong working relationships with fellow telecommunicators, fostering a positive team environment focused on collaboration and continuous improvement.
- Increased caller satisfaction by providing empathetic assistance and ensuring prompt dispatch of necessary resources.
- Received 911 and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
- Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
Independent Contractor
Postmates
REMOTE
02.2016 - 10.2016
- Communicated effectively with clients throughout the entire project lifecycle, keeping them informed of progress updates or any potential issues that arose.
- Responded to customer requests for products, services, and company information.
Sales Consultant/Team Leader
Sprint
Chicago, IL
08.2008 - 07.2010
- Advised clients on appropriate product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Provided sales and customer service assistance to walk-in traffic
- Developed long-lasting client relationships by consistently exceeding expectations with exceptional service.
- Contributed to a positive work environment by supporting fellow Sales Consultants in achieving their individual goals and targets.
- Exceeded quota expectations consistently through diligent prospecting efforts and effective pipeline management techniques.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Analyzed sales data to set quotas and assess potential areas of growth.
Cash Handler/Guest Service Representative
Babies R Us
Niles, IL
02.2007 - 08.2008
- Prepared bank deposit slips accurately and efficiently for submission to financial institutions on a daily basis.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Maintained clean, safe work area in accordance with regulatory and organizational guidelines.
- Reduced discrepancies in cash registers through meticulous reconciliation at the end of each shift.
- Verified customers' legal to purchase products and services.
- Assisted guests with reservation modifications, resolving any issues promptly and professionally.
- Handled payment transactions accurately, maintaining proper cash handling procedures at all times.
- Resolved guest complaints diplomatically to maintain a positive property reputation and high customer satisfaction rates.
- Developed strong rapport with returning guests to foster loyalty and repeat business.
- Contributed positively towards creating a welcoming atmosphere by maintaining a clean and organized front desk area at all times.
Education
Bachelor of Arts - Justice Studies
Northeastern Illinois University
Chicago, IL05.2015
Associate of Arts - Criminal Justice
Wilbur Wright College
Chicago, IL05.2012
Skills
- Call prioritization
- Inbound Customer Service
- Outbound Sales
- Public Safety Awareness
- Stress Tolerance
- Information Gathering
- Multi-Line Telephone Systems
- Deescalation
- Multitasking
Timeline
Telecommunicator
Deerfield Police Department
08.2022 - 01.2023
Telecommunicator
Regional Emergency Dispatch Center
08.2018 - 08.2024
Independent Contractor
Postmates
02.2016 - 10.2016
Sales Consultant/Team Leader
Sprint
08.2008 - 07.2010
Cash Handler/Guest Service Representative
Babies R Us
02.2007 - 08.2008
Bachelor of Arts - Justice Studies
Northeastern Illinois University
Associate of Arts - Criminal Justice
Wilbur Wright College