Monica M. Sanchez
San Antonio ,TX
Summary
Certified 911 Call Taker offers demonstrated communication and multitasking abilities. Knowledgeable about documentation and dispatching systems. Works great under pressure and remains calm during emergencies.
Knowledgeable Mental Health with background as Certified 911 Public Safety Telecommunicator. Demonstrated ability to manage emergency calls and dispatch services efficiently, ensuring public safety and swift response times. Displayed strong communication and crisis management skills throughout my career.
Overview
27
27
years of professional experience
Work History
Certified 911 Public Safety Telecommunicator
SAPD
03.2008 - 09.2024
- Increased situational awareness for responding units through timely notifications of potential hazards or threats.
- Contributed to a safer community by promptly answering emergency calls and providing life-saving instructions over the phone.
- Maintained accurate records of all 911 calls, ensuring thorough documentation for future reference and analysis.
- Consistently met strict performance metrics related to call processing speed, accuracy, and overall customer satisfaction ratings.
- Operated emergency response systems to update and retrieve up-to-date information for first responders.
- 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.
- Demonstrated empathy and professionalism while handling emotionally-charged calls from distressed individuals.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
Customer Service Clerk- Senior
City Public Service
12.1997 - 03.2008
- Contributed to a positive work environment through effective communication and teamwork among colleagues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted in training new customer service clerks, sharing best practices and providing guidance as needed.
- Issued receipts and processed refunds, credits, or exchanges.
- Balanced multiple tasks simultaneously while maintaining composure under pressure during peak hours or challenging situations.
- Organized efficient service responses by directing visitors and callers to correct personnel.
Receptionist Assistant
Tobin Survys.
04.1997 - 09.1997
- Managed multi-line telephone system and greeted claimants during office visits.
- Provided exceptional customer service by addressing client concerns professionally and courteously, contributing to a welcoming atmosphere.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Maintained a clean and professional reception area by tidying up space regularly, ensuring an inviting atmosphere for clients and visitors alike.
- Enhanced customer satisfaction by efficiently managing front desk tasks such as answering phone calls, scheduling appointments, and greeting clients.
- Organized electronic and hard copy filing systems for easy retrieval of documents and information.
- Managed multiple tasks and met time-sensitive deadlines.
Education
No Degree - Psychology
San Antonio College
San Antonio, TXCertificate - Medical Nursing
Career Point Buisness School
San Antonio, TX06.1996
Skills
- Call prioritization
- Computer-Aided Dispatch
- Public Safety Awareness
- Stress Tolerance
- Problem-Solving
- Prioritizing Situations
- Attention to Detail
- Listening Skills
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Critical Thinking
Copyright
2024, Monica M. Sanchez
Course
The Inspired Life Course, Living a Life You Love, 7, 1, Start With Faith And Expectation, 2, Set Aside A Designated Study Time And Go At Your Own Pace, 3, Set Up A Place To Store Your Notes And Worksheets, 4, Download the Worksheet Before You Watch the Video Training For Each Lesson, 5, Watch The Video Training And Make Personal Notes, 6, After Watching The Video Training, Complete The Worksheets, 7, Have A Teachable Heart, 8, Find A Comfortable Study Space
Timeline
Certified 911 Public Safety Telecommunicator
SAPD
03.2008 - 09.2024
Customer Service Clerk- Senior
City Public Service
12.1997 - 03.2008
Receptionist Assistant
Tobin Survys.
04.1997 - 09.1997
No Degree - Psychology
San Antonio College
Certificate - Medical Nursing
Career Point Buisness School
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