Nichole Wheland
Tyrone,PA
Summary
Dedicated 911 Dispatcher with a strong background in managing emergency calls and ensuring accurate information relay to first responders. Skilled in decision-making and stress tolerance, contributing to enhanced public safety and efficient emergency service coordination. I have a willingness to learn and to continue my advancement within this organization
Overview
17
17
years of professional experience
Work History
911 Dispatcher
Blair County 911
Altoona, PA
08.2020 - Current
- Managed emergency calls, ensuring accurate information relay to first responders.
- Coordinated communication between dispatch and emergency services, enhancing response efficiency.
- Trained new dispatchers on protocols and systems, fostering team competency.
- Monitored multiple radio channels simultaneously, maintaining situational awareness during high-pressure incidents.
- Developed and maintained incident records, ensuring compliance with state reporting requirements.
- Provided exceptional customer service to callers in crisis, displaying empathy while obtaining necessary information for emergency response teams.
- Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
Customer Service Representative
Iqor
Altoona, PA
05.2009 - 08.2020
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Provided support for technical issues using CRM software to track interactions and resolutions.
- Assisted in training new representatives on company policies and customer service protocols.
- Streamlined response processes, enhancing overall customer satisfaction ratings.
- Mentored junior staff, fostering a culture of continuous improvement and professional growth.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
High School Diploma -
Tyrone Area High School
Tyrone, PASkills
- Works Well Under Pressure
- Active listening
- Critical thinking
- Computer skills
- Decision-making
- Typing speed
- Stress tolerance
- Problem-solving
- Information gathering
- Memory retention
- Map reading skills
- Computer-aided dispatching
- Police and fire procedures
- Information intake
- Incident prioritization
- Public safety awareness
- EMS dispatch
- CPR and first aid
- Radio frequencies monitoring
- NCIC database
- 911 system information databases
Timeline
911 Dispatcher
Blair County 911
08.2020 - Current
Customer Service Representative
Iqor
05.2009 - 08.2020
High School Diploma -
Tyrone Area High School