Neon Arieta Osa
Tacoma,WA
Summary
Versatile professional with a background in education and customer service. Possesses the necessary skills and experience to excel as a 911 dispatcher. Honed ability to remain calm under pressure, effectively communicate with diverse audiences, and make split-second decisions in challenging situations through previous role as a high school teacher. Experience as a call center representative has further developed skills in active listening, problem-solving, and providing timely assistance to individuals in need. Strong foundation in crisis management, attention to detail, and a commitment to public safety. Confident in ability to respond efficiently and effectively to emergency calls as a 911 dispatcher.
Overview
6
6
years of professional experience
1
1
Certification
Work History
High School Teacher
American Samoa Department of Education
05.2020 - 06.2024
- Utilized various teaching strategies and technologies to make complex scientific concepts accessible and relatable to all 128 students this past school year.
- Designed and facilitated hands-on experiments and lab activities to enhance students' understanding of scientific principles and promote inquiry-based learning
- Provided individualized support and feedback to students to help them achieve academic success and develop a lifelong appreciation for science.
- Participated in ongoing professional development opportunities to stay current on educational trends and enhance teaching abilities further.
- Established a positive classroom environment by setting clear expectations and fostering open communication between students and teachers.
- Created engaging lesson plans, fostered a culture of discovery, and provided a well-organized classroom structure to help students succeed in the program.
Dispatcher
Pago Pago Department of Public Safety
12.2019 - 04.2020
- Managed approximately 60 high-stress incoming calls and situations calmly and effectively, ensuring timely assistance to those in need per day.
- Answering emergency and non-emergency calls from the public.
- Prioritizing and dispatching appropriate emergency services, such as police, fire, and medical assistance.
- Gathering and recording relevant information from callers to assess the situation and provide assistance.
- Providing pre-arrival instructions to callers, including CPR and first aid instructions when necessary.
- Coordinating and communicating with emergency response personnel to ensure timely and appropriate assistance.
- Documenting and maintaining accurate records of all calls and dispatches.
- Using computer-aided dispatch systems and other relevant software to facilitate efficient emergency response.
Call Agent Service Representative
Advanced Call Center Technologies
08.2018 - 11.2019
- Managed a high volume of incoming customer calls of about 40 incoming calls resolving inquiries and providing exceptional service
- Built strong customer relationships with empathetic communication and active listening skills.
- Assisted customers with troubleshooting technical issues and escalating complex problems to appropriate departments
- Maintained accurate records of customer interactions, ensuring data integrity for future reference or analysis purposes.
- Collaborated with team members to streamline processes and improve overall customer experience
- Achieved top customer satisfaction ratings through proactive communication and problem-solving skills
- Utilized CRM system to accurately document customer interactions and update account information.
Education
Bachelors in Elementary Education - Education Administration
American Samoa Community College
American Samoa12.2023
Associates in Elementary Education -
American Samoa Community College
Pago Pago, American Samoa12.2018
HS Diploma -
Tafuna High School
Pago Pago, American Samoa06.2016
Skills
- Computer and Microsoft Skills
- Critical Thinking
- Computer Skills
- Map Reading Skills
- Works Well Under Pressure
- Active Listening
- Communication and Interpersonal Skills
- Time Management/Multitasking Skills
- Problem-solving skills
- Customer Support
- Data Entry
- Customer Service
- Team Collaboration
- Serving Diverse Communities
- Technology Proficiency
Certification
- Teacher Provisional Certification, American Samoa Department of Education, 08/2023
- CPR, First Aid, AED Certification, American Samoa Power Authority, 01/2024
- Call Agent Service Representative, Advanced Call Center Technologies, 08/2018, 11/2019
Timeline
High School Teacher
American Samoa Department of Education
05.2020 - 06.2024
Dispatcher
Pago Pago Department of Public Safety
12.2019 - 04.2020
Call Agent Service Representative
Advanced Call Center Technologies
08.2018 - 11.2019
Bachelors in Elementary Education - Education Administration
American Samoa Community College
Associates in Elementary Education -
American Samoa Community College
HS Diploma -
Tafuna High School
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