Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

Mike Atwood

Harrison,TN

Summary

Experienced Training Specialist with 11-year record of success in data entry/customer service instruction. Focused on maximizing employee performance, team productivity and quality assurance with effective training programs. Looking to leverage 21+ years in the Call Center industry to take on a dynamic role within Hamilton County 911.

Overview

22
22
years of professional experience

Work History

911 Dispatcher

Hamilton County 911
04.2020 - Current
  • Monitored Police radios to provide assistance to responding personnel.
  • Provided on-the-job training and coaching to develop new dispatchers as a CTO.
  • 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.
  • Supported law enforcement officers during high-risk situations by providing vital background data on suspect locations or histories.
  • Ensured that all NCIC, NLETS and the MJIC Network policies and procedures are followed by your agency on 3rd shift.

Operations Manager/Supervisor

LYNX Services, A Solera Company
06.2002 - 08.2019
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Led hiring, onboarding and training of new hires to fulfill business requirements and client service levels.
  • Assisted in recruiting, hiring and training of team members.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Analyzed and reported on key performance metrics to senior management.

Education

High School Diploma -

North Fort Myers High School
North Fort Myers, FL
06.1993

Skills

  • Works Well Under Pressure
  • Data Entry
  • NCIC Database
  • Training delivery
  • Classroom experience
  • Quality Assurance
  • Call Monitoring

Accomplishments

  • 2007 1st, 2nd, and 4th Quarter Employee of the Year (LYNX)
  • 2008 Premiere Contributor Award Winner (LYNX)
  • 2012 3rd Quarter Employee of the Year (LYNX)
  • 2020 Trainee of the Year (Hamilton County 911)

References

Personal References 

  • Owen Sutter - Cyber-Science & Cyberpsychology researcher, US Department of Defense (239)989-7157 (Personal friend for 33 years)


Professional References 

  • Jodie Franklin - Indirect Pre-Sales Supervisor, Metronet Fiber (270)556-9433 (Former Manager 2 years)
  • James Thompson - Reservation Call Center Manager, Sundial Beach Resort & Spa (239)961-9489 (Former Manager 11 years)
  • Haley Masterson - Floor Supervisor, Hamilton County 911 (423)290-0905 (Current Supervisor)
  • Katherine Rountree - Shift Supervisor, Hamilton County 911 (423)598-8038 (Current Supervisor)
  • Blayne Delker - Patrol Sergeant Hamilton County Sheriff (423)994-3510

Timeline

911 Dispatcher

Hamilton County 911
04.2020 - Current

Operations Manager/Supervisor

LYNX Services, A Solera Company
06.2002 - 08.2019

High School Diploma -

North Fort Myers High School

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Mike Atwood