NANCY SCHUSLER
3220 NETHERLAND AVE APT 4B BRONX,NY
Summary
Experienced communications specialist skilled in active listening, conflict resolution, and incident reporting. Adept at managing high-stress situations while providing clear instructions to callers and dispatching emergency personnel. Committed to enhancing public safety through effective crisis management.
Overview
41
41
years of professional experience
Work History
Communications Specialist
New York State
Hawthorne, New York
02.2005 - Current
- Responded to inquiries from the public and managed communications efficiently.
- Maintained professionality and efficiency while working closely with leadership.
- Monitored emergency calls and prioritized dispatch requests effectively.
- Coordinated with police, fire, and medical personnel during critical incidents.
- Utilized radio communication systems to relay information to first responders.
- Maintained accurate records of calls and dispatch activities for reporting purposes.
- Provided clear instructions to callers while assessing their needs rapidly.
- Managed high-stress situations with composure and professionalism consistently.
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
- Used radio, telephone and computer system to update first responders with new information.
- Utilized multi-line telephone system to answer inquiries from the public regarding emergencies, non-emergencies, police services.
- Dispatched police officers and emergency personnel to calls for service.
- Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
- Communicated effectively with individuals having mental health issues while dispatching crisis intervention teams.
- Coordinated activities between multiple agencies during emergency situations.
- Maintained contact with field units via radio or telephone; monitored their safety and progress of their assigned tasks.
- Responded promptly to requests for assistance from law enforcement personnel in the field.
- Took caller information, read associated computer information and documented vital details in call tracking and assignment system.
- Received, evaluated and prioritized incoming emergency calls from the public; dispatching appropriate personnel and equipment.
- Distributed necessary resources to respond to incidents following set protocols.
- Entered pertinent information into computer aided dispatch system; maintained detailed records of all dispatched calls.
- Provided orientation sessions for newly hired dispatchers; assisted them with learning CAD systems and other job related software.
911 Emergency Dispatcher
Wayne County 911
Lyons, NY
03.1993 - 02.2003
- Operated communication systems to receive and dispatch emergency calls.
- Coordinated response efforts with law enforcement and medical services.
- Analyzed caller information to determine appropriate action and resources needed.
- Provided clear instructions to callers during high-stress situations.
- Maintained accurate records of incidents and responses for reporting purposes.
- Trained new dispatchers on protocols and communication procedures.
- Received incoming calls from the public and determined the nature of the emergency.
- Provided pre-arrival instructions over the phone such as CPR and first aid instructions, fire evacuation procedures.
- Acted calmly and professionally under pressure while making decisions in high stress situations.
- Routed non-emergency calls to appropriate departments or agencies when applicable.
- Maintained contact with field units via radio, providing directions and assistance as needed.
- Assessed callers' needs and dispatched appropriate personnel to respond to emergencies.
- Created incident reports detailing all pertinent information regarding each emergency call.
- Screened incoming calls for accuracy and completeness of information provided.
- Used radio, telephone and computer system to update first responders with new information.
- Dispatched police officers and emergency personnel to calls for service.
- Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
- Advised personnel about accidents, weather conditions or other hazards.
Front End Assistant
Wegmans
Newark, NY
09.1984 - 08.1993
- Assisted customers with product inquiries and provided exceptional service.
- Resolved customer complaints by identifying issues and offering solutions promptly.
- Built strong relationships with customers through excellent customer service practices.
- Assisted customers with product selection and purchase decisions.
- Assisted in training new staff members on basic front end operations.
- Handled cash transactions and ensured accuracy when entering payments into system.
- Maintained cleanliness of store, including dusting shelves and stocking merchandise.
- Resolved customer complaints in a timely manner while upholding company policies.
- Collaborated with other departments within the organization on various tasks.
- Greeted customers and provided assistance with inquiries.
- Accepted cash and credit card payments, issued receipts and provided change.
- Counted money in cash drawers at the beginning of shifts to ensure amounts were correct.
- Processed credit card, cash, and check payments, ensuring all transactions were accurate.
- Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
- Welcomed customers, offering assistance to help find store items.
- Answered customers' questions and provided information on store procedures or policies.
Education
Some College (No Degree) - Criminal Justice
Genesee Community College
Batavia, NYSkills
- Crisis communication
- Emergency response
- Dispatch operations
- Incident reporting
- Compliance procedures
- Public relations
- Active listening
- Conflict resolution
- Professionalism
- Task prioritization
- Information gathering and analysis
- Self motivation
Timeline
Communications Specialist
New York State
02.2005 - Current
911 Emergency Dispatcher
Wayne County 911
03.1993 - 02.2003
Front End Assistant
Wegmans
09.1984 - 08.1993
Some College (No Degree) - Criminal Justice
Genesee Community College