Melanie Forrest
Summary
Highly skilled and dedicated 911 Communications Technician with [X years] of experience in emergency telecommunications and dispatch operations. Adept at managing critical situations, providing swift and effective response to emergency calls, and coordinating with first responders to ensure the safety and security of the community. Proficient in operating advanced dispatch systems, handling a high volume of calls, and maintaining composure under pressure. Recognized for delivering professional and compassionate treatment to callers in distress, while also maintaining effective collaboration with law enforcement and first responders. Committed to upholding the highest standards of public safety and emergency response, fostering positive interactions with both callers and fellow law enforcement personnel. Eager to bring my skills and unwavering dedication to a dynamic emergency response team.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Airbnb Host and Co-Host
Self-employeed
09.2019 - Current
- As an Airbnb Host and Co-Host, I've successfully managed multiple properties, consistently providing a high level of service to guests while ensuring that property owners enjoy the maximum benefits of hosting. My dedication to maintaining positive guest experiences, coupled with my property management skills, has resulted in increased revenue and property reputation.
Engagement Center Specialist II
First Commonwealth Bank
02.2021 - 10.2021
- Handles incoming service calls from clients, or potential clients, having questions regarding their current account relationships or seeking information about additional products and services
- Completes client follow up resulting from inbound calls such as account maintenance, records research, and follow up on information requests
- Makes outbound non-sales calls to support various departmental and company initiatives
- Initiates client conversations to determine and appropriately address client financial needs, actively seeking sales referrals of the broad range of financial services and accounts offered by the bank and its affiliates
- Maintains current and detailed knowledge of all bank products and services, as well as a working knowledge of non-bank services, such as brokerage and insurance, in order to effectively promote and refer these products.
Customer Care Specialist
Big Lots Corporate Headquarters
09.2020 - 02.2021
- Responsible for handling calls from new and existing customers regarding a variety of requests
- Investigates, resolves and responds to customer calls, e-mails, letters and any other customer service inquiry
- Ensures customer satisfaction and retaining business
- Collaborates with various departments for effective and accurate responses
- Follows departmental guidelines and quality assurance standards to provide a differentiated experience for customers.
General Manager
CubeSmart Self-Storage
01.2019 - 08.2019
- Took the lead on coordinating and conducting the disposal sales in the store
- Generated monthly staffing schedules
- Provided training and development to store team members
- Ensured all company policies, standards and procedures were communicated effectively and followed
- Served as a brand ambassador
- Recommended appropriate unit sizes and services based on customer needs
- Sold merchandise and operated a Point of Sale (POS) system
- Conducted daily audits and maintenance
- Prepared and made daily bank deposits
- Processed reports and made collection calls
- Provided coverage to other facilities when necessary
- Performed property maintenance.
Telecommunications Operator 1
Ohio Department of Natural Resources
10.2017 - 04.2018
- Operated statewide CAD console with radio system and data network
- Facilitated communication
- Operated and retrieved information from databases
- Dispatched law enforcement personnel
- Served as point of contact in emergency situations
- Operated radio and related equipment
- Provided updates and information
- Received and assisted public and other agencies with requests for information on telephone
- Directed phone inquiries to proper division
- Made after hours contact with proper personnel.
Leasing Specialist
Arlington Village Townhomes & Flats
04.2017 - 09.2017
- Greeted and qualified prospects
- Recorded all visits
- Demonstrated community and apartment/model
- Completed applications and secured deposits
- Oriented new residents
- Followed up on prospects
- Ensured apartments were ready for move-in
- Answered questions for residents
- Updated availability report
- Processed applications
- Assisted in planning resident functions
- Monitored renewals
- Monitored advertising effectiveness
- Worked with outside contractors and agencies.
Resident Service Coordinator
Fieldstone Trace Townhomes
04.2011 - 04.2017
- Coordinated emergency service and acted as liaison between residents and maintenance technicians
- Educated and informed residents of rules and procedures
- Planned and managed resident retention events
- Wrote and edited external communications
- Monitored common areas
- Prepared and submitted property reports
- Notified property managers of tenant changes
- Performed daily inspections.
Police Communications Technician
Columbus Division Of Police
06.2014 - 09.2016
- Answered telephone calls from various systems
- Verified information received from caller
- Asked questions and obtained descriptions related to the situation being reported
- Dispatched calls for service
- Communicated with officers via mobile computers
- Operated radio consoles
- Performed queries on suspects and license plates
- Utilized reference materials
- Advised citizens and prepared reports.
Mortgage Loan Closer / Review Appraiser
Nations Lending Services of Ohio
01.2003 - 06.2014
- Completed compliance related appraisal reviews
- Reviewed approved mortgage loans
- Contacted borrower, lender, and tax collector
- Verified accuracy and consistency of specifications on documents
- Contacted specified individuals to arrange closing
- Answered questions and input numbers
- Typed closing documents
- Recorded loan information
- Compiled closed loan package
- Worked as a team member and provided exceptional service.
Rates & Registration Business Analyst
Huntington National Bank
09.2006 - 10.2011
- Determined rate locks and processed registrations
- Researched beneficial scenarios
- Executed and delivered reports
- Maintained product and pricing knowledge
- Acted as liaison
- Processed corrections
- Communicated with mortgage brokers and other personnel.
Education
4 Years - Criminal Justice/Sociology
The University of Tennessee - Martin
Martin, TNCertificate of Achievement - MCSE, MCP And A+ Training
Expert Computer Training
Daytona Beach, FLSkills
- Emergency Dispatch
- Crisis Management
- Radio Operation
- Geographic Knowledge
- Call Handling
- Emergency Protocols
- Collaboration
- Critical Thinking
- Computer Skills
- Multi-Tasking
- Stress Management
- Communication
- Quality Assurance
- Public Safety Standards
- Teamwork
Accomplishments
- Five Citizen Compliments within first four months as a 911 Call Taker (Only 12 to 24 compliments are received yearly for 1.5 million phone calls)
- Promoted to Mortgage Loan Closing Coordinator after only two months of employment
- "Simply the Best Team Member" Award Recipient
Accomplishments Awards
- Five Citizen Compliments within first four months as a 911 Call Taker (Only 12 to 24 compliments are received yearly for 1.5 million phone calls)
- Promoted to Mortgage Loan Closing Coordinator after only two months of employment
- Simply the Best Team Member" Award Recipient
Volunteer Work
Delaware County Sheriff's Office Citizens Academy Graduate
Common Ground Free Store in Delaware, Ohio
VIPSS (Volunteers in Public Safety Support) program through the Franklin County Sheriff's Office and Homeland Security Department.
Worthington Citizen's Academy through the Worthington Ohio Police Department
Certification
- Emergency Fire Dispatch Certified Member
- Advanced Emergency Medical Dispatch Certified Member
- FIRST AID, CPR, AED Emergency
- Certificate of achievement for: Intro to the Incident Command System for Law Enforcement (ICS 100)
- ICS for Single Resources & Initial Action incident (ICS 200)
- National Incident Management System (IS-00700)
- National Response Framework (IS-0800.B)
- LEADS: Law Enforcement Automated Data System
Timeline
Engagement Center Specialist II
First Commonwealth Bank
02.2021 - 10.2021
Customer Care Specialist
Big Lots Corporate Headquarters
09.2020 - 02.2021
Airbnb Host and Co-Host
Self-employeed
09.2019 - Current
General Manager
CubeSmart Self-Storage
01.2019 - 08.2019
Telecommunications Operator 1
Ohio Department of Natural Resources
10.2017 - 04.2018
Leasing Specialist
Arlington Village Townhomes & Flats
04.2017 - 09.2017
Police Communications Technician
Columbus Division Of Police
06.2014 - 09.2016
Resident Service Coordinator
Fieldstone Trace Townhomes
04.2011 - 04.2017
Rates & Registration Business Analyst
Huntington National Bank
09.2006 - 10.2011
Mortgage Loan Closer / Review Appraiser
Nations Lending Services of Ohio
01.2003 - 06.2014
4 Years - Criminal Justice/Sociology
The University of Tennessee - Martin
Certificate of Achievement - MCSE, MCP And A+ Training
Expert Computer Training
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