PHOENIX GREEN
Belleville,IL
Summary
Dedicated 911 Dispatcher. Familiar with managing emotions and staying clear-headed under pressure. Background includes E-911 automatic call distribution and dispatch systems for both emergency and non-emergency calls.
Overview
20
20
years of professional experience
Work History
911 Emergency Dispatcher
St Clair Co Cencom
Belleville, IL
08.2022 - Current
- Questioned callers to determine nature of problems and locations to direct type of response needed.
- Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
- Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
- Using CAD system to track and maintain case incident numbers and logs.
- Relayed latest information to first responders via electronic means, telephone calls and radio responses.
Customer Service Specialist
Linde- Cahokia
Cahokia, IL
01.2017 - 02.2022
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Developed customer service improvement initiatives to decrease customer wait times
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success
- Collected customer feedback and made process changes to exceed customer satisfaction goals
- Answered customer telephone calls promptly to avoid on-hold wait times
- Updated account information to maintain customer records
- Assisted customers with opening accounts and signing up for new services
- Averaged 110 calls daily
Customer Service Specialist
Grainger
St Louis, MO
10.2007 - 01.2017
- Processed credit card information for product purchases and credit card searches
- Assisted with website support such as password resets and registration
- Handled external and internal customer request through phone and/or email in efficient and timely manner
- Referred unresolved customer grievances to designated departments for further investigation
- Met or exceeded service and quality standards every review period
- Effectively managed high-volume of inbound customer calls.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Education
GED -
11.2015
Some College
Skills
- SOE
- SAP
- Cisco Phone System
- Sales Force
- CRM
- Microsoft outlook
- NCIC Database
- Prioritizing Situations
- National Crime Information Center (NCIC)
- Emergency Response Procedures
- Radio Frequencies Monitoring
- Information Intake
- Crisis Management
- Emergency Call Response
- Verbal and Written Communication
- Critical Thinking
- 911 System Information Databases
- Call Management
- Ems Dispatch
- National Law Enforcement Telecommunications System (NLETS)
- Call Routing
- CAD
Timeline
911 Emergency Dispatcher - St Clair Co Cencom
08.2022 - Current
Customer Service Specialist - Linde- Cahokia
01.2017 - 02.2022
Customer Service Specialist - Grainger
10.2007 - 01.2017
SWIC - GED,
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