Ramona Wilson
Fort Worth,TX
Summary
Articulate Telephone Operator and Data Entry Clerk driven to deliver top-notch telephone services and efficient data management.
Overview
13
13
years of professional experience
Work History
Non Emergency Call Taker
City Of Fort Worth Police Department
05.2006 - 03.2013
- Assisted in training new hires, sharing best practices for call-taking procedures.
- Enhanced customer satisfaction by efficiently handling high-volume calls and resolving police inquiries.
- Typed incoming information promptly, maintaining 95% accuracy rate.
- Handled sensitive information with discretion, safeguarding the privacy of the citizen while adhering to the department's General Orders.
- Provided empathetic support to distressed citizens, offering guidance on available resources or directing them to appropriate services for further help when necessary.
- Assisted department manager with other duties as assigned.
911 Call Taker
City Of Fort Worth Police Department
06.2005 - 05.2006
- Demonstrated exceptional attention to detail when documenting each call, ensuring accuracy for future reference or legal proceedings.
- Contributed to community safety by working closely with police and fire during emergency events.
- Collaborated with 911 dispatchers and police personnel to provide timely updates on ongoing calls, facilitating informed decision making.
- Continually upgraded knowledge on local geography and landmarks to provide accurate directions to first responders during high-pressure situations.
- Ensured consistency in call-taking procedures through thorough adherence to General Orders.
- Maintained calm and professional demeanor while handling high-stress emergency situations, ensuring effective communication with callers, dispatchers and police personnel.
Document Analyst and Coder
Content Control
01.2002 - 03.2005
- Enhanced document quality by conducting thorough reviews and identifying errors in content, format, and grammar.
- Finalized records in electronic records management system for proper classification and categorization.
- Collaborated with other teams to ensure proper coding of pertinent information for accurate documentation.
- Assisted with large-scale document projects, ensuring timely delivery of high-quality products to stakeholders.
- Managed sensitive data securely by following strict confidentiality protocols while handling classified documents.
Administrative Assistant II
Tarrant County Health Department
03.2001 - 12.2001
- Assistant to the HIV Programs Coordinator.
- Provided administrative support to the HIV Service Providers.
- Revised grant contracts, and drafted Commissioners' Court communications.
- Contact person for the External Review Committee and personnel liaison to the Assistant Director and the primary Administrative offices.
Library Assistant
Midwestern State University Graduate Program
08.2000 - 03.2001
- Organized library shelves, materials and equipment in clear, according to the Library of Congress system.
- Maintained a well-organized collection through diligent shelving, shelf-reading, and inventory management tasks.
- Answered questions from patrons and helped to find desired materials.
- Handled the withdrawal process of library books that were damaged.
Education
Bachelor of Arts - History
Texas Wesleyan University
Fort Worth, TX07.2000
Skills
- Call prioritization
- Teamwork orientation
- Stress Tolerance
- Complaint Handling
- Typing Speed
- Clear Communication
- Professional Communication
- Follow-up skills
- Emergency Response
- Problem Resolution
Timeline
Non Emergency Call Taker
City Of Fort Worth Police Department
05.2006 - 03.2013
911 Call Taker
City Of Fort Worth Police Department
06.2005 - 05.2006
Document Analyst and Coder
Content Control
01.2002 - 03.2005
Administrative Assistant II
Tarrant County Health Department
03.2001 - 12.2001
Library Assistant
Midwestern State University Graduate Program
08.2000 - 03.2001
Bachelor of Arts - History
Texas Wesleyan University
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