Morgan Shields
Claremore,OK
Summary
Dynamic Dispatch Lead with proven expertise at Catoosa 911 and NOETA 911, excelling in call prioritization and stress tolerance. Enhanced response times through effective team leadership and critical thinking, while providing exceptional support during emergencies. Committed to professionalism and integrity, fostering a collaborative environment for continuous improvement and development.
Professional in emergency communications with strong focus on team collaboration and achieving results. Adept at managing high-pressure situations and ensuring seamless communication flow. Known for flexibility in adapting to changing needs and providing reliable support. Skilled in crisis management, leadership, and efficient problem-solving.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Dispatch Lead
Catoosa City
12.2024 - Current
- Improved communication among emergency responders with accurate relay of critical information from callers.
- Provided exceptional customer service to callers, addressing their needs promptly and professionally.
- Trained new telecommunicators on software systems, policies, and procedures for efficient integration into the team.
911 Dispatch Lead
NOETA 911
06.2020 - 11.2024
- Implemented regular performance evaluations, providing constructive feedback to team members for continuous improvement.
- Served as a mentor and resource to junior dispatchers, fostering professional growth and development within the team.
- Coordinated timely responses to critical incidents by effectively managing staff resources under pressure-filled circumstances.
- Adapted quickly to unexpected challenges or changes in workload demands while maintaining a calm demeanor under stress.
- Improved response times by streamlining call prioritization and dispatch processes.
- Assisted callers in emergency situations with appropriate information and support.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
Machine Operator
Baker Hughes Centrilift
08.2018 - 04.2020
- Followed detailed instructions to operate machines with accuracy and produce quality products.
- Set up and adjusted equipment and properly configured machines for daily operation.
- Complied with company and OSHA safety rules and regulations.
- Trained new employees on proper machine operation, ensuring adherence to company standards and safety guidelines.
Unarmed Security Officer
G4S Security Solutions
12.2017 - 08.2018
- Completed full building and grounds patrols to spot and investigate concerns.
- Monitored alarm systems to detect any unauthorized entries into protected areas.
- Enhanced safety by conducting thorough and regular patrols of the premises.
- Ensured secure access to facilities by verifying identification and implementing visitor protocols.
- Safeguarded sensitive information by adhering strictly to company policies regarding confidentiality and document handling procedures.
- Contributed to a positive work environment through excellent teamwork and collaboration with colleagues.
- Watched different facility areas from central location via different CCTV feeds, obtaining maximum coverage of important areas.
Education
High School Diploma -
Claremore High School
Claremore, OK05.2017
Skills
- Call prioritization
- Professionalism and integrity
- Public safety awareness
- Stress tolerance
- Incident documentation
- Information gathering
- Teamwork
- Time management
- Problem-solving abilities
- Dependable and responsible
- Critical thinking
- Team leadership
Certification
- OLETS
- PST1
- CTO
- EMD
- Fire Service Communications
- FEMA
- Supervision 101 - Virtual Academy
- Purpose Driven performance- Virtual Academy
- Telecommunicator CPR (TCPR) - Virtual Academy
- Personnel Issues - Virtual Academy
- Interpersonal Communications - Virtual Academy
- CPR
Timeline
Dispatch Lead
Catoosa City
12.2024 - Current
911 Dispatch Lead
NOETA 911
06.2020 - 11.2024
Machine Operator
Baker Hughes Centrilift
08.2018 - 04.2020
Unarmed Security Officer
G4S Security Solutions
12.2017 - 08.2018
High School Diploma -
Claremore High School