Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Nicholas Tidwell

Magna

Summary

Dynamic dispatcher with expertise in emergency response coordination and training new team members. Proven ability to enhance communication efficiency and improve call handling protocols, ensuring swift and effective service delivery.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Dispatcher

Salt Lake Valley Emergency Communications Center
West Valley City, UT
09.2011 - 01.2026
  • Coordinated emergency response efforts among law enforcement, fire, and medical services.
  • Monitored multiple radio channels to ensure timely communication during emergencies.
  • Assessed caller needs quickly to prioritize dispatch based on urgency and severity.
  • Implemented updated protocols to enhance call handling efficiency and accuracy.
  • Trained new dispatchers on standard operating procedures and emergency protocols.
  • Facilitated inter-agency communications to streamline emergency service coordination.

Customer Service Representative

Blue Cross and Blue Shield
Salt Lake City, UT
02.2004 - 08.2011
  • Resolved customer inquiries through phone, email, and chat to enhance satisfaction and retention.
  • Trained new team members on customer service protocols and software systems to ensure consistency.
  • Managed high-volume call traffic while maintaining strong attention to detail in data entry tasks.
  • Collaborated with cross-functional teams to improve response times and streamline support processes.
  • Implemented feedback mechanisms to identify areas for service improvement and enhance customer experiences.
  • Led initiatives to reduce average resolution time by optimizing workflows and enhancing communication channels.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Education

High School Diploma -

EAST HIGH
Salt Lake City, UT

Skills

  • Customer service
  • Data entry
  • Decision-making
  • Active listening
  • Trained new employees
  • Experienced in managing police and fire radio operations
  • Supervisory experience

Certification

Post certified

APCO certified

Attended active shooter, swift water, search and rescue, and many other mandatory trainings

CPR certified

Timeline

Dispatcher

Salt Lake Valley Emergency Communications Center
09.2011 - 01.2026

Customer Service Representative

Blue Cross and Blue Shield
02.2004 - 08.2011

High School Diploma -

EAST HIGH
Nicholas Tidwell