Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Robert Sewell

Fort Myers,FL

Summary

Dynamic Quality Assurance Manager at Lee County Public Safety with expertise in protocol development and compliance auditing. Proven track record in enhancing operational efficiency and training staff to uphold high standards. Adept at incident analysis and crisis management, fostering a culture of continuous improvement and effective communication within teams.

Overview

32
32
years of professional experience

Work History

Quality Assurance Manager

Lee County Public Safety
Fort Myers, Florida
06.2016 - 06.2022
  • Developed quality assurance protocols for emergency response procedures.
  • Led training sessions for staff on quality standards and compliance requirements.
  • Reviewed incident reports to identify trends and recommend improvements.
  • Collaborated with cross-functional teams to enhance service delivery standards.
  • Maintained documentation for quality assurance activities and findings.
  • Advised management on best practices for improving operational efficiency.

911 Communications Supervisor

Lee County Public Safety
Fort Myers, Florida
01.2006 - 06.2016
  • Supervised emergency communication operations to ensure efficient dispatching of services.
  • Coordinated training sessions for new communication staff on protocols and procedures.
  • Monitored radio communications for clarity and adherence to department standards.
  • Evaluated performance metrics to identify areas for staff development and support.
  • Managed documentation of incidents and communications for compliance purposes.
  • Conducted regular meetings with staff members to discuss performance issues or concerns.
  • Assisted with developing strategies for handling high-stress situations encountered by call-takers and dispatchers.
  • Created reports regarding staffing levels, equipment needs, dispatch times, and other relevant information concerning the 911 Communications Center.
  • Monitored radio communications between emergency personnel in the field and the 911 Communications Center.
  • Provided administrative support to the 911 Communications Center, including scheduling staff and reviewing payroll.
  • Performed quality assurance evaluations of call-takers and dispatchers working in the 911 Communications Center.
  • Updated policies and procedures as needed based on best practices or changes in technology.
  • Ensured proper protocols were followed during all incoming calls related to emergencies.
  • Used radio, telephone and computer system to update first responders with new information.
  • Dispatched calls to relevant fire or medical response personnel depending on individual call situations.
  • Assisted in developing communication strategies for crisis management scenarios.
  • Investigated unusual occurrences reported by call-takers or dispatchers while on duty.
  • Provided technical support when necessary for software applications used at the center.
  • Trained new staff members on how to use computer systems used by the center.
  • Reviewed incident reports generated after each emergency situation handled by personnel at the center.

Telecommunicator

Lee County Public Safety
Fort Myers, Florida
03.2002 - 01.2006
  • Operated emergency communication systems for public safety dispatch.
  • Coordinated responses between law enforcement and medical services during emergencies.
  • Managed incoming calls, assessing urgency and routing appropriately.
  • Documented detailed incident reports for accurate record-keeping and follow-up.
  • Provided support to field personnel through real-time information sharing.
  • Trained new telecommunicators on procedures and emergency protocols.
  • Responded to non-emergency inquiries, offering guidance to the public as needed.
  • Collaborated with team members to improve communication efficiency during high-volume incidents.
  • Coordinated resources among various departments in order to ensure efficient resolution of incidents.
  • Assisted supervisor with administrative tasks such as filing paperwork and updating training logs.
  • Operated multi-line telephone system, including transferring calls, placing outbound calls, taking messages and paging staff members.
  • Initiated conference calls between multiple parties involved in an incident or investigation when requested by supervisors.
  • Gathered essential information from callers such as name, location, nature of the problem, while remaining calm under pressure.
  • Maintained communication with field units by providing them with up-to-date information on incidents they were responding to or investigating.
  • Regularly tested communication equipment such as radios, phones and computers for proper functioning.
  • Monitored alarm systems and dispatched appropriate personnel to alarm activations.
  • Provided pre-arrival instructions to callers regarding medical emergencies until paramedics arrived at the scene.
  • Attended regular training sessions on topics such as communication protocols, safety procedures.
  • Responded quickly and accurately to requests for assistance from other agencies during emergencies or disasters.
  • Received and documented emergency calls for service from the public, providing callers with necessary information and assistance.
  • Worked closely with field personnel in order to provide additional support during critical incidents.

Helper

Advanced Air & Refrigeration
Fort Myers, Florida
11.2001 - 03.2002
  • Loaded and unloaded equipment and materials for service calls.
  • Prepared job sites by gathering necessary tools and supplies.
  • Followed safety protocols to ensure a safe working environment.
  • Performed other duties as assigned by supervisor or manager.
  • Moved and held materials for senior professionals to complete work.
  • Loaded and unloaded building materials and tools to distribute to appropriate locations.
  • Followed all company policies regarding safety procedures when handling hazardous materials.

Income Auditor

Hotel Viking
Newport, RI
10.1999 - 03.2001
  • Audited daily revenue reports for accuracy and compliance with company policies.
  • Reviewed and reconciled guest accounts to ensure correct billing information.
  • Collaborated with front desk staff to resolve discrepancies in financial records.
  • Prepared monthly financial summaries for management review and decision-making.
  • Prepared reports summarizing audit findings and recommendations for management review.
  • Reviewed financial documents and records for accuracy in income calculations.
  • Investigated any irregularities or inconsistencies found during the auditing process.
  • Performed data analysis of income statements to identify discrepancies.

Radioman

United States Navy
Multiple locations, United States
08.1990 - 10.1999
  • Completed day-to-day duties accurately and efficiently.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Maintained updated knowledge through continuing education and advanced training.
  • Conducted routine maintenance and repairs on mechanical systems and industrial equipment.
  • Monitored multiple radio communication systems.
  • Held top secret security clearance.
  • Inventoried and controlled secret and sensitive information

Education

Some College (No Degree) - Criminal Justice

CCRI
Rhode Island

Skills

  • Quality assurance
  • Compliance auditing
  • Incident analysis
  • Protocol development
  • Training facilitation
  • Team collaboration
  • Performance evaluation
  • Crisis management
  • Effective communication
  • Documentation management
  • Problem solving
  • Attention to detail
  • Operational efficiency
  • Staff mentorship

References

References available upon request.

Timeline

Quality Assurance Manager

Lee County Public Safety
06.2016 - 06.2022

911 Communications Supervisor

Lee County Public Safety
01.2006 - 06.2016

Telecommunicator

Lee County Public Safety
03.2002 - 01.2006

Helper

Advanced Air & Refrigeration
11.2001 - 03.2002

Income Auditor

Hotel Viking
10.1999 - 03.2001

Radioman

United States Navy
08.1990 - 10.1999

Some College (No Degree) - Criminal Justice

CCRI

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