Nicole Taylor
Pinson,USA
Summary
Dynamic Certified 911 Public Safety Telecommunicator with proven expertise in emergency communication and call dispatching at The City of Birmingham. Adept at risk assessment and incident reporting, ensuring timely responses and effective data tracking. Committed to delivering exceptional customer service while maintaining composure in high-pressure situations.
Overview
31
31
years of professional experience
Work History
Certified 911 Public Safety Telecommunicator
The City of Birmingham
Birmingham, AL
12.2021 - 01.2025
- Adhered strictly to departmental policies and protocols related to handling emergency communications.
- Gathered additional information from police officers at scene if necessary to complete report accurately.
- Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
- Mitigated risks and emergency response delays by efficiently monitoring public safety field units.
- Assisted departments with special requests for assistance and BOLOs.
- Screened incoming calls for accuracy and completeness of information provided.
- Updated records in database with detailed notes about incidents including suspect descriptions, vehicle information.
- Assessed callers' needs and dispatched appropriate personnel to respond to emergencies.
- Maintained contact with field units via radio, providing directions and assistance as needed.
- Dispatched police officers and emergency personnel to calls for service.
- Received incoming calls from the public and determined the nature of the emergency.
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
- Took caller information, read associated computer information and documented vital details in call tracking and assignment system.
- Provided pre-arrival instructions over the phone such as CPR and first aid instructions, fire evacuation procedures.
- Verified caller identity before dispatching personnel to ensure safety of responders.
- Acted calmly and professionally under pressure while making decisions in high stress situations.
- Responded to emergency calls routed by automatic distribution system.
- Utilized proper telephone etiquette when speaking with callers in order to maintain a professional demeanor.
Collection Representative
AT&T
Huntsville, Alabama
08.2015 - 10.2020
- Collect past due balances from business customers and apply misapplied payments to the correct accounts
- Make outside phone calls to customer with past due balances and make all attempts to ensure customer accounts are not disconnected
DSL (Digital Subscriber Line) Technical Support Representative
AT&T
06.2010 - 08.2015
- Assist new customers with installing the internet connection with their DSL service
- Troubleshoot technical difficulties when there is no internet connection for customers
- Make a determination if the connection error lies within AT&T network or with customer equipment or wires within customers home
- Set up appointments for AT&T Technicians to go to customers home if connection is found on AT&T network
ESS Loss Specialist 1
Wachovia
Birmingham, Alabama
06.2007 - 06.2009
- Use appropriate investigation techniques to analyze information needed and determine liability and impact of each case, including the mitigation of financial losses and or business interruption to Wachovia
- Negotiate and settle claims with customers of collect losses from responsible party
- Respond to an average of 200 service inquiry phone calls per day in a helpful, professional and courteous manner
- Evaluate each case and determine research information and sources needed to make a recommendation regarding case disposition
- Resolve customer inquires with respect for the customer’s viewpoint
- Perform general account handling function, opening, closing, restraining debit cards
- Gain an understanding of the escalation process
- Focus on when to escalate a case or incident and what criteria require escalation
- Network and develop effective contacts to assist in case processing, follow up on charge back rights and following the VISA Regulation E procedures to determine if the customer is liable to have funds return
- Develop the ability to handle conflict, threats, and potentially dangerous situations
Customer Service Phone Representative
Wachovia
09.2005 - 06.2007
- Provide customer service to internal and external customers concerning their banking accounts with a friendly attitude and offering new products and service to expand current client relationship
- Establish relationships with Financial Specialist across Wachovia Direct Access sites to meet and exceed sales goal
- To interact with customers daily and be responsible for delivering maximum unmatched customer service in each and every customer interaction
- Navigate a computerized system for tracking, information gathering, and or troubleshooting
- Have a can do attitude and look for positive solutions to customer’s issues and requests
- Analyze problems quickly, lead conversations toward logical conclusions, and clearly define solutions for customers
- Experience with customer follow up techniques and documentation skills
- Attentive to details to ensure timely and effective communication to customer until request and issues have been resolved
Temporary Casual
United States Post Office
Birmingham, Alabama
08.2004 - 09.2005
- Process mail on DBCS machines, sort mail in order by city and zip codes for city carriers
UAB Hospital
03.2001 - 08.2004
- Assume responsibility for certain technical aspect of patient care directed by Registered Nurses (RN) and Medical Doctors (MD)
- Phlebotomists, EKG/ECG, and care for patients as the need arise
- Provide friendly patient care to all internal and external patients and family members
Patient Escort Dispatcher
Baptist Health System-Princeton Hospital
Birmingham, Alabama
03.1994 - 09.2000
- Collect patient location and destination from various departments to transport patients to schedule appointments
- Data entry, filing, answering multi-line phones
- Responded to an average of 75 calls or more per day in a professional manner
- Directing patient escorts to pick-up and drop-off location of patients, over radios, throughout the hospital for all hospital departments
Skills
- Emergency communication
- Call dispatching
- Data tracking
- Incident reporting
- Pre-arrival instructions
- Risk assessment
- Customer service
- Effective communication
- Time management
- Basic life support BLS
Volunteer Experience
- Habitat for Humanity, Volunteer, 01/2006, 05/2006
- Firehouse Shelter, Volunteer, 06/2006, 11/2006
Timeline
Certified 911 Public Safety Telecommunicator
The City of Birmingham
12.2021 - 01.2025
Collection Representative
AT&T
08.2015 - 10.2020
DSL (Digital Subscriber Line) Technical Support Representative
AT&T
06.2010 - 08.2015
ESS Loss Specialist 1
Wachovia
06.2007 - 06.2009
Customer Service Phone Representative
Wachovia
09.2005 - 06.2007
Temporary Casual
United States Post Office
08.2004 - 09.2005
UAB Hospital
03.2001 - 08.2004
Patient Escort Dispatcher
Baptist Health System-Princeton Hospital
03.1994 - 09.2000
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