Michael Thames
Richland,Mississippi
Summary
Proven leader in crisis management and strategic communication, I significantly enhanced operational efficiency and team cohesion at University of Mississippi Medical Center, UMMC. Expert in multitasking and decision-making, I spearheaded initiatives that reduced employee turnover and improved emergency response times, showcasing exceptional organizational skills and a results-driven approach.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Communications Leader / TAC Officer
University of Mississippi Medical Center, UMMC
10.2012 - Current
- Assisted in the development of NCIC terminal training curriculum, ensuring relevance and effectiveness.
- Enhanced Terminal Coordinator performance by implementing rigorous training programs and exercises.
- Fostered a positive learning environment by addressing individual needs and encouraging teamwork amongst Terminal Operators.
- Oversaw daily administrative tasks such as scheduling classes, managing personnel files, and training records.
- Managed resources effectively, ensuring all equipment was maintained properly and ready for daily operations.
- Maintained discipline within the Communications Division, enforcing standards and holding E-911 Dispatchers/Terminal Operators accountable for their actions.
- Mentored junior staff in agency procedures, strengthening overall team performance and cohesion.
- Directed problems to appropriate personnel.
- Resolved conflicts as they arose by mediating discussions between team members and clients, fostering a positive working environment for all parties involved.
- Received and reviewed daily reports for distribution.
- Filed required paperwork.
- Implemented new software tools that improved overall workflow efficiency within the agency.
- Optimized dispatcher workflows through data-driven analysis, allowing for more effective management of high-pressure situations.
- Reduced employee turnover by implementing comprehensive training programs for new hires.
- Maintained up-to-date knowledge of industry best practices by attending conferences, workshops, and training sessions regularly.
- Coordinated resource allocation during large-scale events or disasters, ensuring efficient utilization of available assets.
- Boosted team morale through regular performance evaluations and constructive feedback sessions.
- Oversaw scheduling and staffing needs for a 24/7 operation, optimizing coverage during peak hours.
- Increased accuracy in dispatching resources with the implementation of a computer-aided dispatch system.
- Conducted ongoing quality assurance reviews to identify areas of improvement in call handling protocols.
- Enhanced overall public safety by developing and implementing policies that promoted efficient response to emergency calls and critical incidents.
- Streamlined recordkeeping processes by transitioning to digital documentation and archiving systems.
- Fostered an environment that emphasized teamwork, cooperation, and excellence in service delivery among employees.
- Contributed to community outreach initiatives, promoting public awareness of emergency services and their functions.
- Ensured timely resolution of technical issues by coordinating with IT support staff on hardware and software maintenance.
- Improved interdepartmental communication by collaborating with police, fire, and EMS departments on joint initiatives.
- Developed and maintained policies and procedures to ensure compliance with regulatory standards.
- Spearheaded recruitment efforts to attract diverse talent for open positions within the communications center.
- Established a culture of continuous learning through professional development opportunities for staff members.
- Enhanced response times by streamlining call-taking procedures and prioritizing emergency situations.
- Managed budgets effectively by monitoring expenditures closely and identifying cost-saving measures where appropriate.
- Assisted callers in emergency situations with appropriate information and support.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- 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.
- Operated emergency response systems to update and retrieve up-to-date information for first responders.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Reduced risks and emergency response issues by observing public safety field units.
- Automated document flow by ensuring logbooks and fire, accident, and emergency reports were maintained with 100% accuracy.
Communications Shift Supervisor
MedStat EMS
10.2009 - 09.2012
- Established performance goals and wrote performance evaluations.
- Improved team morale through consistent recognition of achievements and fostering a supportive work environment.
- Collaborated with other departments to streamline cross-functional communications, resulting in more efficient problem-solving processes.
- Maintained accurate records of shift activities for seamless transitions between supervisors and timely reporting to management.
- Trained new employees on departmental procedures and best practices, contributing to their successful integration into the team.
- Acted as a mentor to junior staff, providing guidance and support to help them develop their skills and advance their careers.
- Managed high-stress situations with composure, ensuring smooth operations during critical incidents or emergencies.
- Troubleshot minor equipment problems and ordered repairs.
- Reviewed logs, reports and other records completed by employees to verify accurate processing.
- Coordinated emergency response efforts during crises, liaising with relevant departments to ensure timely information sharing and resource allocation.
- Streamlined shift changeovers with thorough handover procedures, leading to improved continuity of operations.
- Led team meetings to discuss ongoing projects, address challenges, and celebrate successes as a cohesive unit.
- Conducted regular performance evaluations for direct reports, identifying areas of improvement and providing constructive feedback for growth.
- Analyzed data from shift activities to identify trends or potential areas for improvement in departmental processes or policies.
- Resolved conflicts within the team by addressing issues promptly and facilitating open communication between parties involved.
- Initiated process improvements within the department, resulting in reduced response times and increased customer satisfaction.
- Served as a point of contact between senior management and front-line staff, communicating updates or directives clearly and concisely.
- Oversaw and monitored emergency communications center operations to resolve employee questions.
- Addressed customer complaints and bad publicity promptly to preserve company integrity and image.
- Managed internal company correspondence by delivering documents, memos and newsletters to appropriate personnel.
- Answered phone calls and responded to emails.
- Monitored vehicle locations to coordinate timely arrivals.
- Assisted in resolving customer complaints and grievances.
- Monitored and tracked dispatch communication systems.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Monitored flow of paperwork and directed information to appropriate departments.
- Enhanced team communication by implementing efficient shift schedules and providing clear expectations for staff.
System Status Controller III
American Medical Response
10.2005 - 08.2009
- Established performance goals and wrote performance evaluations.
- Improved team morale through consistent recognition of achievements and fostering a supportive work environment.
- Supervised daily operations of the communications center, maintaining compliance with regulatory requirements and industry best practices.
- Maintained accurate records of shift activities for seamless transitions between supervisors and timely reporting to management.
- Trained new employees on departmental procedures and best practices, contributing to their successful integration into the team.
- Acted as a mentor to junior staff, providing guidance and support to help them develop their skills and advance their careers.
- Managed high-stress situations with composure, ensuring smooth operations during critical incidents or emergencies.
- Troubleshot minor equipment problems and ordered repairs.
- Boosted operational efficiency by effectively delegating tasks and monitoring progress throughout shifts.
- Coordinated emergency response efforts during crises, liaising with relevant departments to ensure timely information sharing and resource allocation.
- Reviewed logs, reports and other records completed by employees to verify accurate processing.
- Streamlined shift changeovers with thorough handover procedures, leading to improved continuity of operations.
- Conducted regular performance evaluations for direct reports, identifying areas of improvement and providing constructive feedback for growth.
- Resolved conflicts within the team by addressing issues promptly and facilitating open communication between parties involved.
- Served as a point of contact between senior management and front-line staff, communicating updates or directives clearly and concisely.
- Oversaw and monitored emergency communications center operations to resolve employee questions.
- Answered phone calls and responded to emails.
- Monitored vehicle locations to coordinate timely arrivals.
- Assisted in resolving customer complaints and grievances.
- Monitored flow of paperwork and directed information to appropriate departments.
- Managed customer accounts and invoicing with regards to non-emergent and emergent ambulance and wheel chair transports.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Monitored Police and Fire radios to provide assistance to responding personnel.
- Provided exceptional customer service to callers in crisis, displaying empathy while obtaining necessary information for emergency response teams.
- Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Dispatched and coordinated emergency services teams according to high-priority calls.
- Read system maps and caller information, and documented details in system.
- Collaborated with fellow dispatchers to maintain a cohesive team environment, fostering seamless communication during emergencies.
- Directed responders using assigned mapping systems for timely emergency attendance.
- Answered calls from automatic routing system and took basic information from callers.
- Assessed emergency requests and made quick judgment calls to determine appropriate action.
- Increased situational awareness among responding units through timely updates on evolving incident conditions.
- Served as an integral member of the emergency communications team, consistently demonstrating professionalism and dedication to public safety.
- Managed high-stress situations with composure, providing reassurance to distressed callers while gathering crucial information for first responders.
- Enhanced emergency response times by effectively prioritizing incoming calls and dispatching appropriate resources.
- Streamlined communication between first responders and callers by maintaining clear, concise, and accurate information sharing.
- Maintained accurate records of all dispatched calls, ensuring proper documentation for future reference or legal proceedings.
- Maintained up-to-date knowledge of local geography and jurisdiction boundaries to ensure accurate dispatching of emergency services personnel.
- Consistently met or exceeded departmental standards for call handling time, contributing to an optimized emergency response system.
- Followed established protocols for professional handling of emergency situations.
- Reduced errors in dispatch process by meticulously documenting call details and resource allocation.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Participated in ongoing professional development opportunities to stay current on industry best practices and emerging technologies within the field of emergency communications.
- Provided on-the-job training and coaching to develop new dispatchers.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Coordinated multi-agency responses during large-scale incidents, ensuring smooth inter-agency collaboration and optimal resource utilization.
- Utilized advanced technology systems for accurate tracking and monitoring of dispatched units in real-time scenarios.
- 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.
- Contributed to public safety initiatives by accurately relaying critical information regarding potential threats or hazards during emergencies.
- Supported efficient response efforts with effective triage of emergency situations, ensuring proper allocation of resources.
- Operated emergency response systems to update and retrieve up-to-date information for first responders.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
Fuel Center Manager
Kroger
04.2000 - 10.2005
- Led a team of employees, fostering a positive work environment and promoting professional growth.
- Developed and implemented safety protocols to ensure compliance with industry regulations and standards.
- Streamlined communication between departments, improving collaboration efforts on shared projects or initiatives.
- Reduced operating costs through effective budgeting, scheduling, and resource allocation.
- Monitored fuel inventory levels closely, placing timely orders to prevent shortages or overstock situations impacting profitability.
- Improved overall store performance with proactive maintenance of gas pumps and equipment.
- Managed daily cash reconciliations accurately, ensuring proper accounting procedures were followed consistently.
- Conducted regular inspections of facilities to proactively identify potential hazards or repair needs.
- Ensured compliance with all relevant regulations by staying current on industry standards and implementing required changes promptly as needed.
- Provided exceptional customer service, resolving issues quickly and efficiently to maintain loyalty.
- Enhanced customer satisfaction by implementing efficient service protocols and staff training.
- Maintained accurate financial records, enabling timely reporting and informed decisionmaking.
- Coordinated routine maintenance tasks, ensuring uninterrupted operations at the station.
- Reduced operational costs through effective inventory management and streamlined processes.
- Evaluated sales data to identify trends and adjust product offerings accordingly, driving continuous improvement in revenues.
- Led team meetings fostering open dialogue about concerns or suggestions resulting in improved operational efficiency.
- Collaborated with vendors to negotiate better pricing, resulting in increased profit margins.
- Optimized employee scheduling, balancing workload while maintaining excellent service levels.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained and guided team members to maintain high productivity and performance metrics.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Reported issues to higher management with great detail.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Education
EMT-B - Emergency Medical Technology
Holmes Community College
Ridgeland, MS05.2008
High School Diploma -
Terry High School
Terry, MS05.2002
Skills
- Crisis Management
- Internal Communications
- Multimedia storytelling
- Strategic Communication
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
Certification
- Certified State Telecommunicator, Mississippi Board of Standards and Training - 2005-Present (Renews October 2025)
- Certified Terminal Agency Coordinator, Mississippi Justice Information Center - 2019-Present (Non-Expiring)
- Licensed Notary Public - 2019-Present (Renews July 2028)
- American Heart Association CPR Training - 2005-Present (Renews October 2024)
Timeline
Communications Leader / TAC Officer
University of Mississippi Medical Center, UMMC
10.2012 - Current
Communications Shift Supervisor
MedStat EMS
10.2009 - 09.2012
System Status Controller III
American Medical Response
10.2005 - 08.2009
Fuel Center Manager
Kroger
04.2000 - 10.2005
EMT-B - Emergency Medical Technology
Holmes Community College
High School Diploma -
Terry High School