Renee Pierce
Franklinton,NC
Summary
Detail-oriented Operations Administrator, well-known for being disciplined. Driven, dedicated and well-trained in Emergency Communications and management. Bringing 12 years of experience overseeing day-to-day operations of a large 911 center. Decisive leader and strategic problem solver with excellent communication and planning abilities. Demonstrates positive attitude and readiness to adapt to different situations.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Operations Administrator
City of Durham Emergency Communications Center
Durham, NC
08.2022 - Current
- Assists with the development of operational policies and procedures and participates in strategic and operational planning to ensure operational efficiency and compliance with applicable regulations, policies and procedures.
- Provides direction to staff in the execution of operational tasks; prioritizes and assigns work; develops and manages work schedules; provides guidance to staff and management; ensures adequate staffing levels and coverage; and ensures adherence to quality and performance standards.
- Prepares and maintain records, reports and other documents; compiles and analyzes information about center operations; develops and makes operational recommendations; reviews work and the work of others to ensure accuracy and completeness; performs quality assurance duties.
- Coordinates with City departments and external agencies; represents the dispatch center in meetings and to the community.
- Supervises staff of 50+ employees, including conducting performance evaluations, coordinating scheduling of training, implementing hiring of internal positions related to operations within the 911 center.
- Responsible for discipline to include termination procedures.
Lead Telecommunicator
City of Raleigh Emergency Communications Center
Raleigh, NC
08.2012 - 08.2022
- Trained and mentored new telecommunicators on proper protocols.
- Interpreted information from multiple sources in order to provide accurate instructions and directions to responding officers or units in the field.
- Utilized various software programs to access databases and retrieve pertinent information related to ongoing investigations or emergencies.
- Provided excellent customer service by responding promptly to inquiries and requests for assistance.
- Maintained an up-to-date knowledge of local geography, streets, landmarks, and resources for responding personnel.
- Actively monitored multiple systems simultaneously while maintaining situational awareness of call activity.
- Handled highly sensitive confidential information with discretion and professionalism.
- Ensured that all policies and procedures were followed in accordance with local laws and regulations governing 911 services.
Education
Associate of Science - Licensed Practical Nurse
The College of Wooster
Wooster, OH05-2005
Skills
- Proficient in numerous software applications
- Professional written and verbal communication skills
- Ability to work independently
- Time and task management
- Emotional Intelligence
- High compliance with protocols and
service standards - Operations Management
- Staff Supervision
Certification
- Certified in CPR - 2024
- Certified in the Division of Criminal Information (DCI)
/National Crime Information Center (NCIC) - Certified in EMD - Emergency Medical Dispatch, IAED
- Certified in EFD - Emergency Fire Dispatch, IAED
- Certified in EPD - Emergency Police Dispatch, IAED
- Certified Training Officer - APCO
- Certified in National Incident Management System (NIMS) - ICS Incident Command System
Timeline
Operations Administrator
City of Durham Emergency Communications Center
08.2022 - Current
Lead Telecommunicator
City of Raleigh Emergency Communications Center
08.2012 - 08.2022
Associate of Science - Licensed Practical Nurse
The College of Wooster
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