Olivia Walter
Kerrville,Tx
Summary
Currently a professional emergency communications leader looking to excel in a new role. Highly skilled in team coordination, crisis management, and operational oversight. Recognized for adaptability, reliability, and a strong commitment to achieving results in high-pressure environments. Proficient in managing complex situations, ensuring effective communication, and fostering a collaborative work atmosphere.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Communication Specialist Supv.
Travis County Pct 2
02.2021 - Current
- 2021-2023: Communications Specialist
- 2023-Present: Communications Specialist Supervisor
- Trained employees on effective communication techniques, improving overall team performance and collaboration.
- Implemented new policies procedures as needed based on lessons learned from past experiences or evolving industry standards ensuring the most effective approach possible within our emergency communications center.
- Enhanced dispatcher training program, resulting in increased efficiency and reduced errors.
- Oversaw scheduling for the Dispatch Center, ensuring optimal staffing levels during peak hours and special events.
- Coordinated timely responses to critical incidents by effectively managing staff resources under pressure-filled circumstances.
- Maintained high-quality records management system to support ongoing operations as well as after-action reporting requirements.
- Reduced employee turnover by implementing a supportive and growth-oriented work environment.
- Adapted quickly to unexpected challenges or changes in workload demands while maintaining a calm demeanor under stress.
- Developed and maintained strong relationships with local emergency service providers to ensure seamless cooperation during crisis situations.
Communications
Hood County
01.2021 - 03.2021
- Training Phase: Resigned shortly after hire due to a significant personal situation that required immediate attention. Maintained professionalism and ensure a smooth transition.
Communications
Caldwell County S.O.
03.2020 - 01.2021
- Sept 2019-Dec 2019: Pursued Hood County opportunity to move closer to family
- March 2020-January 2021: Pursued Travis County position due to irreconcilable differences
- Monitored Police and Fire radios to provide assistance to responding personnel.
- Provided exceptional customer service to callers in crisis, displaying empathy while obtaining necessary information for emergency response teams.
- Supported law enforcement officers during high-risk situations by providing vital background data on suspect locations or histories.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Managed high-stress situations with composure, providing reassurance to distressed callers while gathering crucial information for first responders.
- Automated document flow by ensuring logbooks and fire, accident, and emergency reports were maintained with 100% accuracy.
Customer Service Representative /Receptionist Administrator
Domain Industries
09.2018 - 09.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
High School Diploma -
Washburn Rural High-School
Topeka, KS08-2016
Skills
- Strong Verbal Interaction
- Strategic Decision Making
- Crisis management
- Software Proficiency
- Skilled in Conflict Management
- Collaborative Teamwork
- Office Administration
- Task Prioritization Skills
- Professional Communication Etiquette
- Establishing Connections
- Administrative Oversight
- Documentation Accuracy
Accomplishments
- Trusted member of the interview board for all positions within the agency.
- 2021 & 2022 - Telecommunicator of the year
- Within 2 years of hire, promoted to Supervisor.
- Supervised team of 6 staff members that assisted 5 local law enforcement agencies, approximately 130 deputies.
- Designed training curriculums appropriate for my department.
- Established policies and procedures.
Awards
- Telecommunicator License, 01/01/20
- Basic Telecommunicator License, 02/01/21
- Dispatcher Of The Year, 12/21
- Intermediate Telecommunicator License, 09/01/22
- Dispatcher Of The Year, 12/22
- Advanced Telecommunicator License, 10/01/23
- Basic Instructor Certification - TCOLE
Certification
- CPR/AED Certification
- Certified Training Officer (CTO) - NENA
- Basic Telecommunicator Certification
- Intermediate Telecommunicator Certification
- Advanced Telecommunicator Certification
- Basic Instructor - Menger Public Safety
Timeline
Communication Specialist Supv.
Travis County Pct 2
02.2021 - Current
Communications
Hood County
01.2021 - 03.2021
Communications
Caldwell County S.O.
03.2020 - 01.2021
Customer Service Representative /Receptionist Administrator
Domain Industries
09.2018 - 09.2019
High School Diploma -
Washburn Rural High-School
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