Marina Soto
Emergency Communications Specialist
Thornton,CO
Summary
Spirted Scheduling Coordinator versed in planning and coordinating workflow. Supervisor experience with schedules and projects for timely completion. Hardworking dependable individual offering 7 years of managerial experience, 3.5 being a dispatch supervisor. Excellent interpersonal, leadership, communication, and organizational skills. Solid problem solving and customer issue resolution skills. Attentive public safety professional with training and experience to handle stressful situations in fast paced environment. Helps first responders coordinate emergency actions and support local community.
Overview
13
13
years of professional experience
6
6
Certifications
Work History
Emergency Communications Specialist
City of Thornton
1 2023 - Current
- Evaluates all incoming criminal, medical and fire-related calls to ensure proper police, fire and medical response
- Operates computer equipment and queries, enters, cancels and modifies information into the state and national crime computer system as required
- Maintains confidentiality of information consistent with applicable federal, state and city rules and regulations
- Performs crisis intervention with distraught callers during high risk situations until appropriate emergency field units arrive on scene.
- CTO – Certified Training Officer, trains Emergency Communication Recruits, assists in creating new training documents, updating training manuals and works with the Training Coordinator and Training Supervisor to ensure the program runs seamlessly
911 Communications Supervisor
Westminster Police & Fire Department
07.2019 - 01.2023
- Facilitate ongoing trainings and monthly education topics for the department through various methods to provide the best experience for a widely diverse group
- Proactively analyze call stats and data to develop and maintain schedules for 20+ employees
- Encourage others to focus on the customer; foster an environment where customer service is a priority by answering the phone in under 60 seconds with a 99% completion rate
- Recruiting and hiring processes, training, and evaluating all employees
- Analyzed, maintained, and troubleshot facility and equipment issues to support uninterrupted functionality, as well as identified technical recommendations for upgrades
- Peer Support Co Coordinator and SWAT/Tactical dispatcher
911 Communications Specialist
Westminster Police & Fire Department
06.2016 - 07.2019
- Answers, evaluates, and prioritizes incoming emergency and non-emergency phone calls on multiple phone lines
- Demonstrate high level of customer service by precisely and accurately retrieving and disseminating information
- Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch, and firefighting crews
- Questioned callers to determine nature of problems and locations to direct type of response needed
- Processes and utilizes radio systems to ensure proper deployment of police, fire, and medical emergency units
- Assists field units on locating addresses and streets, providing additional call service information and any other needed information as requested
- Provides training to departmental and non-departmental individuals as requested
- Gathers all necessary information vital to officer response and safety.
Customer Service Representative & Pharmacy Clerk
Kaiser Permanente
11.2014 - 06.2016
- Handle member inquiries while representing the health plan and efficiently documenting each call according to their nature and responding in a quick manner to provide first call resolution
- Providing exceptional customer service and troubleshooting any needs within the customers plans
- Maintain quality performance on average 95% or higher
- Earned several internal awards and commendations throughout for job performance
- Collecting and entering insurance information, back tagging, and filing hard copies of prescriptions that are controlled substances
General Manager
Woody Creek Bakery & Café/Caribou Coffee
07.2011 - 11.2014
- Effectively coordinated daily restaurant management operations, resulting in greater productivity and higher levels of customer satisfaction
- Led recruitment efforts and training of new employees
- Led teams with resourcefulness and strong leadership skills
- Maintained inventory and ordered supplies as necessary
Certification
CMCP Center Manager Certification Program, 2022 NENA
Timeline
911 Communications Supervisor
Westminster Police & Fire Department
07.2019 - 01.2023
911 Communications Specialist
Westminster Police & Fire Department
06.2016 - 07.2019
Customer Service Representative & Pharmacy Clerk
Kaiser Permanente
11.2014 - 06.2016
General Manager
Woody Creek Bakery & Café/Caribou Coffee
07.2011 - 11.2014
Emergency Communications Specialist
City of Thornton
1 2023 - Current