Monica Yoshida
Santa Teresa
Summary
Attentive telecommunications professional with 4.5 years of training and experience to handle stressful situations. Organized and thorough in documenting calls. Helps first responders coordinate emergency actions and support local community. Successful at keeping callers calm and gathering required information to support police and other first responder actions. Reads maps, understands tracking information and provides timely updates to field personnel.
Overview
17
17
years of professional experience
1
1
Certification
Work History
911 Emergency Dispatcher
New Mexico Department Of Public Safety
09.2018 - Current
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
- 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.
- Directed responders using assigned mapping systems for timely emergency attendance.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Assisted callers in emergency situations with appropriate information and support.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch officers and get additional help if necessary from ambulance, fire or other law enforcement agencies.
- Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
- Questioned callers to determine nature of problems and locations to direct type of response needed.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Assessed emergency requests and made quick judgment calls to determine appropriate action.
- Followed established protocols for professional handling of emergency situations.
- Proved successful working within tight deadlines and a fast-paced environment.
- Operated emergency response systems to update and retrieve up-to-date information for first responders.
- Provided ongoing support to staff members facing challenging situations or complex calls, guiding them towards effective resolution strategies.
- Reduced call wait times for 911 callers by being the one of the top dispatchers who answers the phone the most.
- Learned and adapted quickly to new technology and software applications.
- Takes on additional phone calls to be able to assist public who only speaks Spanish. Reduces valuable time from having to use an interpreter.
Mental Health Technician
The Peak Behavioral
09.2014 - 09.2018
- Took patient blood pressure and pulse rate, reporting findings in health charts.
- Applied de-escalation and limit-setting techniques to promote patient cooperation.
- Observed patient behaviors and mental status and notified RN of unusual or potentially dangerous occurrences.
- Treated clients and families with respect and dignity.
- Monitored patient behavior and immediately reported changes to RN.
- Collaborated closely with mental health professionals with treatment plan implementation.
- Escorted patients from unit to meals, activities, and visitation areas to maintain standard of safety and security.
- Delivered compassionate patient care, focusing on safety, comfort and emotional support.
- Charted on each patient daily.
- Identified behaviors that necessitated intervention and obtained assistance from qualified personnel to complete intervention.
- Participated in patient education, helping to reinforce concepts and treatment plans.
- Helped patients with meals, activities of daily living (ADLs) and facility transfers to promote security and patient well-being.
- Performed scheduled patient safety checks and documented results to establish patients' well-being.
- Assisted with patient restraint and seclusion scenarios to create safe environment for patient and medical personnel.
- Maintained patient records, documenting changes in patient condition.
Customer Service Representative
Valero Corner Store
01.2013 - 04.2013
- Provided great customer service by having an upbeat attitude and making sure customers left satisfied with their purchase
- Worked at a fast speed to minimize long lines to get customers on their way to their everyday life
- If there was a problem I would handle it right away such as assisting with gas pumps or water spills to ensure their safety.
- Investigated and resolved customer inquiries and complaints quickly.
- Processed customer service orders promptly to increase customer satisfaction.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Customer Service Representative
Circle K Gas Station
01.2011 - 01.2013
- Provided great customer service by having a upbeat attitude and making sure customers left satisfied with their purchase
- Worked at a fast speed to minimize long lines to get customers on their way to their everyday life
- If there was a problem I would handle it right away such as assisting with gas pumps or water spills to ensure their safety.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Processed customer service orders promptly to increase customer satisfaction.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Handled customer inquiries and suggestions courteously and professionally.
Assistant Manager/Sales and Customer Service
Cinemark
01.2008 - 01.2010
- In charge of the concession stand staff and providing great training for them to become great sales associates
- Organized skill to take care of inventory on a large scale and making sure we had sufficient of everything to go thru the week smoothly
- Ability to work under pressure and with strong work ethic
- Ability to direct people to their seats and problem solve by thinking fast.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Launched quality assurance practices for each phase of development
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Worked with other staff members for smooth theater operations.
- Directed ticket holders to seats and facility locations.
- Stocked and organized concession supplies to provide customers with food and beverage options.
- Provided customer service by selling tickets and merchandise, answering questions, and distributing programs.
- Assisted patrons with seating by giving directions and lighting paths.
- Secured theater at end of each shift to prevent theft of theater items.
- Handled emergency situations to maintain safety of staff and customers.
- Welcomed guests to theater with friendly demeanor and smile and directed to screening rooms.
- Checked IDs for age-restricted shows in compliance with regulations.
- Assisted with special events marketing to increase visibility and maximize ticket sales.
- Enforced theater policies to maintain enjoyable viewing experience for all customers.
- Provided exceptional customer service to promote positive movie-going experience.
- Troubleshot technical issues to maintain high-quality viewing experience.
- Maintained lobby, hallway, and auditorium cleanliness using various sanitation practices.
Education
Certified nurse assistant programOther Various Corporate Sponsored Courses Time Management Dealing with Angry Customers Workplace Cleanliness -
Anamarc College
El Paso10.2009
High School Diploma -
Santa Teresa High School
Santa Teresa, NM05.2009
Skills
- Experienced in working with cash registers and computers programs
- Typing, Word, PowerPoint, Excel
- Microsoft Outlook
- Call Center Operations
- Problem-Solving Ability
- Active Listening
- Microsoft Windows
- Adobe Systems Adobe Flash
- Reading Comprehension
- Critical Thinking
- Multi-Line Telephone Operation
- Dispatch First Responders
- Crisis Management
- Efficient Service
- Computer-Aided Design (CAD)
- Computer-Based Dispatch Systems
- Prioritizing Effectively
- Teamwork and Collaboration
- Police Department Procedures
- National Crime Information Center (NCIC)
- Map Reading Skills
- Bilingual in English and Spanish
- TTY knowledge
Accomplishments
- 2021 Dispatcher of the Year at Socomm.
- 2024 Certified Training Officer
Certification
- New Mexico Law Enforcement Academy- September 27,2019
- Mental Heath First Aid USA- September 18, 2019
- HB93- July 22, 2020
- Cold Exposure- September 16, 2020
- Robbery, Burglary and Larceny- Theft- September 16, 2020
- Get the Picture- September 16, 2020
- Open Water Incidents- September 20, 2020
- Explosion Incident Management- September 30, 2020
- Opioid Overdose Calls- September 30, 2020
- Human Trafficking- December 17, 2020
- Enhanced Screening for Infectious Disease- December 17, 2020
- Courtroom Testimony- December 17, 2020
- Civil Unrest- December 17, 2020
- Call Handling: Reacting to Visual Scenarios- December 17, 2020
- Verbal Calming Techniques- December 18, 2020
- DPS Loss Control- Employee- September 25, 2020
- How to Become a Better Communicator- July 10, 2021
- EEO Civil Rights Employee Training- July 21, 2021
- Hazardous Materials- July 28, 2021
- Bullying and Harassment- July 28, 2021
- Structure Fires- July 28, 2021
- Leadership Skills - July 28, 2021
- Entrapment -July 28, 2021
- Rural Firefighting - July 27, 2021
- Information Gathering- July 27, 2021
- School Emergencies- July 28, 2021
- Bleeding and Shock- July 29, 2021
- Active Listening Skills- July 29, 2021
- Managing Conflict in the Dispatch Center- July 29, 2021
- Radio Communication Fundamentals- July 29, 2021
- Civil Rights State Personnel Office Annual Requirement- August 22, 2021
- Hazwoper- December 15, 2021
- Wellbeing and Shift work- March 15, 2022
- Communication Bureau Response to Search and Rescue - June 7, 2022
- Target Alert Service (TAS)- June 11, 2022
- SHARE HCM Employee Self Service- General Navigation- October 6, 2022
- VESTA Map Local Agent- November 2, 2022
- VESTA Enhanced IP Phone Admin Training- November 2, 2022
- Interactions with Persons with Mental Impairments- November 29, 2022.
- Protecting Firefighters - December 19, 2022
- NCIC certified from 2019- present.
- Domestic Violence; telecommunicator/ responder PTSD & Suicide May, 2023
- Beating 911 burnout: How to overcome chronic stress and compassion fatigue
- Active shooter response for PSAPS's
- When to land a helicopter; Landing zone training; congestive heart failure
- EEO Civil Rights Employee training- August 6, 2023
- EEO Civil Rights Supervisor Training- August 28, 2023
- 2024 kevin Mitnick Security Awareness training- December 11 , 2023
- NCIC Violent Persons File- April 29, 2024
- Understanding Officer Safety & Survival - May 29, 2024
- Realistic De-Escalation Skills- May 29, 2024
- Civil Rights Awareness for State of New Mexico Employees FY25- July 16, 2024
- NMSP TAS Training- July 29, 2024
- Certified Training Officer Training- August 22, 2024
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
911 Emergency Dispatcher
New Mexico Department Of Public Safety
09.2018 - Current
Mental Health Technician
The Peak Behavioral
09.2014 - 09.2018
Customer Service Representative
Valero Corner Store
01.2013 - 04.2013
Customer Service Representative
Circle K Gas Station
01.2011 - 01.2013
Assistant Manager/Sales and Customer Service
Cinemark
01.2008 - 01.2010
Certified nurse assistant programOther Various Corporate Sponsored Courses Time Management Dealing with Angry Customers Workplace Cleanliness -
Anamarc College
High School Diploma -
Santa Teresa High School
- New Mexico Law Enforcement Academy- September 27,2019
- Mental Heath First Aid USA- September 18, 2019
- HB93- July 22, 2020
- Cold Exposure- September 16, 2020
- Robbery, Burglary and Larceny- Theft- September 16, 2020
- Get the Picture- September 16, 2020
- Open Water Incidents- September 20, 2020
- Explosion Incident Management- September 30, 2020
- Opioid Overdose Calls- September 30, 2020
- Human Trafficking- December 17, 2020
- Enhanced Screening for Infectious Disease- December 17, 2020
- Courtroom Testimony- December 17, 2020
- Civil Unrest- December 17, 2020
- Call Handling: Reacting to Visual Scenarios- December 17, 2020
- Verbal Calming Techniques- December 18, 2020
- DPS Loss Control- Employee- September 25, 2020
- How to Become a Better Communicator- July 10, 2021
- EEO Civil Rights Employee Training- July 21, 2021
- Hazardous Materials- July 28, 2021
- Bullying and Harassment- July 28, 2021
- Structure Fires- July 28, 2021
- Leadership Skills - July 28, 2021
- Entrapment -July 28, 2021
- Rural Firefighting - July 27, 2021
- Information Gathering- July 27, 2021
- School Emergencies- July 28, 2021
- Bleeding and Shock- July 29, 2021
- Active Listening Skills- July 29, 2021
- Managing Conflict in the Dispatch Center- July 29, 2021
- Radio Communication Fundamentals- July 29, 2021
- Civil Rights State Personnel Office Annual Requirement- August 22, 2021
- Hazwoper- December 15, 2021
- Wellbeing and Shift work- March 15, 2022
- Communication Bureau Response to Search and Rescue - June 7, 2022
- Target Alert Service (TAS)- June 11, 2022
- SHARE HCM Employee Self Service- General Navigation- October 6, 2022
- VESTA Map Local Agent- November 2, 2022
- VESTA Enhanced IP Phone Admin Training- November 2, 2022
- Interactions with Persons with Mental Impairments- November 29, 2022.
- Protecting Firefighters - December 19, 2022
- NCIC certified from 2019- present.
- Domestic Violence; telecommunicator/ responder PTSD & Suicide May, 2023
- Beating 911 burnout: How to overcome chronic stress and compassion fatigue
- Active shooter response for PSAPS's
- When to land a helicopter; Landing zone training; congestive heart failure
- EEO Civil Rights Employee training- August 6, 2023
- EEO Civil Rights Supervisor Training- August 28, 2023
- 2024 kevin Mitnick Security Awareness training- December 11 , 2023
- NCIC Violent Persons File- April 29, 2024
- Understanding Officer Safety & Survival - May 29, 2024
- Realistic De-Escalation Skills- May 29, 2024
- Civil Rights Awareness for State of New Mexico Employees FY25- July 16, 2024
- NMSP TAS Training- July 29, 2024
- Certified Training Officer Training- August 22, 2024
Similar Profiles
Layla R. NolenLayla R. Nolen
Acadis Database Administrator & Staff Manager at New Mexico Department of Public Safety (DPS)Acadis Database Administrator & Staff Manager at New Mexico Department of Public Safety (DPS)
Valerie J. SanchezValerie J. Sanchez
Communications Specialist at New Mexico Department Of Public SafetyCommunications Specialist at New Mexico Department Of Public Safety
Teresa MirandaTeresa Miranda
Forensic Scientist/Latent Print Examiner/Safety Officer/Auditor at New Mexico Dept. of Public Safety Forensic LaboratoryForensic Scientist/Latent Print Examiner/Safety Officer/Auditor at New Mexico Dept. of Public Safety Forensic Laboratory