Natascha Boehnke
Portland,OR
Summary
Dynamic Public Safety Dispatcher with proven expertise at Portland Community College Sylvania, excelling in call triage and effective communication. Recognized for enhancing training programs and delivering exceptional customer service. Skilled in records management and problem-solving, ensuring efficient dispatching and safety protocols during high-pressure situations.
Overview
24
24
years of professional experience
Work History
Public Safety Dispatcher
Portland Community College Sylvania
Portland, OR
02.2020 - Current
- Provided friendly and professional assistance to employees, visitors and customers.
- Received emergency and non-emergency calls, entered data into the computer system, and dispatched personnel to appropriate locations.
- Advised personnel about accidents, weather conditions or other hazards.
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
- Participated in training sessions designed to enhance knowledge of protocols specific to position duties.
- Maintained calm composure during emergencies while communicating with local law enforcement and emergency response services.
- Attended training sessions related to security protocols, procedures, equipment operation.
- Communicated with local law enforcement agencies when necessary.
- Observed extensive closed-circuit televisions, fire alarm systems, panic alarm systems and intrusion alarms.
- Maintained records of all incidents that occurred during shifts.
- Monitored CCTV systems to ensure safety and security of premises.
Customer Service Representative
NW NATURAL
Portland, USA
09.2017 - Current
- Company Overview: An American, publically traded, a natural gas company servicing homes and businesses for the past 160 years
- Awarded with increasing responsibilities and a temporary role as a Level 2 Customer Service Representative (CSR) with minimum requirements of Level 4 CSR for the interim role
- Provided the opportunity to become back-up Service Solutions Dispatcher due to quality service provided within the CSR role
- Utilizes sales strategy to upsell customer situations that merit unique services in the community
- Delivers solutions for product initiation, cancelations, and issues to ensure the quality of services provided in every contact
- Composes documentation of each customer conversation for quality assurance within calls
- An American, publically traded, a natural gas company servicing homes and businesses for the past 160 years
Public Safety Dispatcher
DALY CITY POLICE DEPARTMENT
Daly City, USA
06.2001 - 12.2016
- Company Overview: Law Enforcement Department providing a highly trained and dedicated staff to serve the Daly City community
- Actively participated in quality assurance practices of calls from other dispatchers providing feedback to increase the viability of customer service, dispatching methods, and coordination of City assets
- Obtained the title of Trainer within a year of service training new and current dispatchers on best practices and innovative technology
- Overhauled training manual and delivery creating a comprehensive program for new and current dispatchers
- Triaged emergency and non-emergency calls dispatching appropriate resources to the customer's location
- Actively-listened to each caller's requests gaining vital information for coordination efforts, asking questions to relay needed information to inbound City assets
- Recorded and filed all calls, detailing specifics in call logs to ensure continuity of care and quality assurance
- Law Enforcement Department providing a highly trained and dedicated staff to serve the Daly City community
Education
General Education -
CANADA COLLEGE
Redwood City, CAPublic Safety Dispatcher Certification -
Peace Officer Standards and Training (POST)
West Sacramento, CASkills
- Customer Service
- Call Triage
- Deployment Strategy
- Conveying Directions
- Records Management
- Report Composition
- Information Relay
- Telecommunication Devices
- Verbal/Written Communication
- Problem-Solving
- Complex Decision Making
- Confidentiality Standards
- Report generation
- Document scanning
- Records management
- Phone answering
- Record retention
- Information retrieval
Timeline
Public Safety Dispatcher
Portland Community College Sylvania
02.2020 - Current
Customer Service Representative
NW NATURAL
09.2017 - Current
Public Safety Dispatcher
DALY CITY POLICE DEPARTMENT
06.2001 - 12.2016
General Education -
CANADA COLLEGE
Public Safety Dispatcher Certification -
Peace Officer Standards and Training (POST)
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