Melissa Closser
Pinckney
Summary
Dedicated temporary shift leader and CTO with 3 years of experience in emergency communication. Demonstrated leadership skills in training and mentoring dispatch staff, optimizing workflow and enhancing team proformance. Utilizes advanced communication technology and maintains a calm, effective response in high-pressure situations. Helps first responders coordinate emergency actions and support local community.
Overview
10
10
years of professional experience
Work History
Temporary Shift Leader
Livingston County Central Dispatch
09.2024 - Current
- Trained new employees and delegated daily tasks and responsibilities.
- Managed shift operations, supplied resources and monitored team performance to keep operations running smoothly.
- Served as a point-of-contact for upper management when needed, effectively communicating any issues or successes.
- Resolved conflicts between road units and employees to maintain productive work environments.
- Prepared shift summary reports for supervisor and communicated regularly on progress.
- Supervised team of 4 employees and provided training and feedback focused on maximizing overall performance.
- Coordinated emergency responses, liaising with first responders and other agencies as required to ensure public safety.
Certified Training Officer
Livingston County Central Dispatch
10.2023 - Current
- Collaborated with department heads to identify specific training needs.
- Created engaging learning materials to facilitate knowledge transfer during training sessions.
- Provided one-on-one coaching sessions aimed at addressing individualized learning needs.
- Promoted a positive working environment among trainees by with open communication between trainers and management.
- Maintained accurate records of employee certifications, coursework completion status, and other pertinent information related to skills development efforts within the Livingston County Central Dispatch.
911 Emergency Dispatcher
Livingston County Central Dispatch
12.2021 - Current
- Questioned callers to determine nature of problems and locations to direct type of response needed.
- Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
- Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire and EMS while tracking data in real-time environments.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Read system maps and caller information, and documented details in system.
- Developed and maintained courteous and effective working relationships.
Customer Experience Coordinator
Marshall's
06.2018 - 12.2021
- Oversees front register operations and maintains exceptional levels of customer service in all interactions.
- Trains new personnel regarding company operations, policies and services.
- Supervises sales team of 80 people, stepping in to support employees and ensure smooth sales processes for customers.
- Counts cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
Key Carrier
Marshall’s
08.2020 - 07.2021
- Monitors security areas during busy periods.
- Uses weekly financial data to analyze company growth and optimize operational strategies.
- Creates weekly financial reports and documentation for review by store management staff.
- Mentors 80-member sales team in applying effective sales techniques and delivering top-notch customer service.
Office Manager/ Truck Dispatcher
Supreme Waste Services
04.2021 - 09.2021
- Updated and detailed records of calls in physical and electronic database.
- Evaluated and adjusted over 16 routes based on daily needs, available workers, traffic hazards and weather conditions.
- Directed all dispatching, routing and tracking of 15 fleet vehicles.
- Closely monitored dispatch board to triage and prioritize over 75 daily calls.
Hostess/Server
Lil' Chef
10.2014 - 04.2019
- Supported servers, food runners and bussers with keeping dining area ready for every guest.
- Assigned patrons to tables suitable for needs and restaurant section rotation.
- Worked with POS system to place orders, manage bills and handle complimentary items for dissatisfied customers.
Floor Associate/Key Holder
Yofresh Yogurt Cafe
07.2017 - 09.2018
- Oversaw employee scheduling, inventory replenishment and other daily functions to maintain smooth operational flow.
- Answered questions about store policies and concerns.
- Created sales promotions and advertising strategies to boost profits and bring in new customers..
- Opened and closed the store and prepared for the arrival of associates and customers.
Education
High School Diploma -
Hartland High School
Hartland, MI06.2019
Skills
- Key holder experience
- Staff education and training
- Goal-oriented
- Active listening skills
- Basic administrative knowledge
- Staff training and development
- Computer-aided dispatching
- Police and fire procedures
Accomplishments
- Promoted to Customer Experience Coordinator after only 3 months of employment.
- Customer Service - Consistently received positive feedback from customers, callers and management.
Timeline
Temporary Shift Leader
Livingston County Central Dispatch
09.2024 - Current
Certified Training Officer
Livingston County Central Dispatch
10.2023 - Current
911 Emergency Dispatcher
Livingston County Central Dispatch
12.2021 - Current
Office Manager/ Truck Dispatcher
Supreme Waste Services
04.2021 - 09.2021
Key Carrier
Marshall’s
08.2020 - 07.2021
Customer Experience Coordinator
Marshall's
06.2018 - 12.2021
Floor Associate/Key Holder
Yofresh Yogurt Cafe
07.2017 - 09.2018
Hostess/Server
Lil' Chef
10.2014 - 04.2019
High School Diploma -
Hartland High School
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