Robert S. Grijalva
Las Cruces,NM
Summary
Currently the Terminal Agency Coordinator for the New Mexico State Police District 4 headquarters in Las Cruces New Mexico.
My years of work history include customer service in public, field & office settings.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Emergency Dispatcher, Terminal Agency Coordinator
New Mexico State Police
08.2020 - Current
- Developed extensive skills in dispatching and responding to 911 emergencies and non-emergency phone calls during a 4-year tenure with the New Mexico State Police.
- Managed multiple communication channels simultaneously, including telephone lines, radio frequencies, and computer-aided dispatch systems for effective coordination among emergency units.
- Maintained high levels of situational awareness during emergency situations, allowing for quick adjustments and accurate updates to responding units as needed.
- Achieved and maintained all necessary licenses by completing mandatory hours of continuing education.
- Moved to the role of Terminal Agency Coordinator position (2022), working closely with the National Criminal Information Center.
- Developed experience in using computerized systems for effective record keeping.
- Managed and performed comprehensive training for new employees on NCIC usage and associated applications.
- Facilitated successful training and implementation of MARK43 paperless warrants system.
- Recognized as a recipient of the Meritorious Achievement Award by the New Mexico State Police in May 2024.
Reservation Agent, Customer Care Agent
Concentrix
01.2017 - 04.2019
- Gained valuable experience as a reservation agent in the hospitality department.
- Recruited to the pilot program of Customer Care.
- Effectively managed guest complaints, ensuring prompt resolution of issues while maintaining high levels of satisfaction.
- Achieved first call resolution as the primary focus, ensuring guest satisfaction with our expertise and problem-solving abilities.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Addressed a variety of customer concerns and resolved them successfully.
Technical Support
Sitel
01.2016 - 06.2016
- Handled inbound calls from customers seeking help with At&t and Direct systems including billing, technical issues, and programming requirements.
- Insured customer satisfaction, to insure they were able to get correct information regarding the questions or problems they were facing.
- Enhanced customer satisfaction by providing prompt technical support for troubleshooting and resolving issues.
- Provided technical support to clients, addressing their concerns and troubleshooting issues as necessary.
911 Emergency Dispatcher, 911 Dispatch Shift Lead, 911 Emergency Dispatch Supervisor
Mesilla Valley Regional Dispatch Authority
03.2006 - 03.2016
- Completed 10 years of dispatch and 911 Emergency experience, with 6 years spent in a leadership role as a dispatch floor supervisor.
- Managed administration tasks as a supervisor, including time sheet approval and other assigned responsibilities.
- Received 911 and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
- Managed multiple communication channels simultaneously, including telephone lines, radio frequencies, and computer-aided dispatch systems for effective coordination among emergency units.
- Achieved and maintained all necessary licenses by completing mandatory hours of continuing education.
- Computer Systems: computerized record keeping Computer Applications Microsoft, word, excel, other dispatching applications, and setting up new dispatch applications, radio systems as well.
- Specific IT Network, Hardware, Software CAD and Vesta maintenance, as well as radio software maintenance.
- Achieved three accolades as Dispatcher of the Year and received recognition as Supervisor of the Year on two occasions.
- Recognized as the Veterans Of Foreign Wars Dispatcher of the year.
Server Trainer/Prep-cook, Housekeeping, Building Maintenance, Scheduling
Golden Mesa Retirement
05.2004 - 03.2006
- Hired as a server for the company.
- Demonstrated ability to handle increased workload and deliver quality results as a prep-cook.
- Transitioned into an assistant position overseeing server scheduling, housekeeping, and building maintenance responsibilities.
- During my time with the organization I was able to learn everything I was able to take in to account hospitality, and working with residents of the facility
- Mentored new hires through the training process, ensuring they became productive team members quickly and efficiently.
- Trained new team members on restaurant procedures, menu items, and performance strategies.
- Addressed resident concerns promptly and professionally, resolving issues and preventing negative experiences.
Lieutenant Firefighter/Emergency Medical Technician
Organ Fire Department (Dona Ana County Dist. 5)
05.2004 - 03.2006
- Performed general duties as a firefighter.
- Maintained firehouse and vehicles by performing maintenance tasks, ensuring supplies were available, and attending safety training to meet licensing requirements.
- Performed life-saving procedures including administering CPR and first aid in response to medical emergencies.
- Provided timely and vital medical assistance during emergency situations.
- Operated and managed various emergency vehicles including structural pumpers, tankers, and service vehicles to support rescue operations
- Operated fire hoses, hydrants and extinguishers effectively to suppress fires and minimize further damage.
- Maintained optimal readiness for emergency situations by regularly participating in drills and training exercises.
- Improved operational efficiency by helping maintain apparatuses, equipment, and facilities according to established standards.
- Documented emergency calls and equipment maintenance to enable tracking history and maintain accurate records.
- Oversaw equipment and vehicle upkeep to maintain emergency readiness.
- Progressed through the ranks from Sr Firefighter to Lieutenant Firefighter and assumed control over the vehicle/Fleet division.
Education
Certification in Emergency Medical Tech/Fire EMS -
New Mexico State University-Dona Ana
Las Cruces, NM03.2006
High school diploma or GED -
Onate High School
Las Cruces, NM05.2004
Skills
- Field Fire & EMS Services
- Computer Aided Dispatch
- Radio Frequencies Monitoring
- Call Records Maintenance
- Time & Attendance Systems
- Personnel Management
- Training & Development
- Leadership Experience
- Problem-Solving
- Critical Thinking
- Typing Speed
- Decision-Making
- Call Management
- Police fire & EMS procedures
- Prioritizing Situations
- CPR and First Aid
- Situational Awareness
- Emergency Police Dispatcher Certification
- 911 System Information Databases
- NCIC Database
- Emergency Medical Dispatch (EMD)
- Communications Training Officer (CTO)
- Public Safety Telecommunicator (PST)
- Terminal Agency Coordinator (TAC)
Certification
- Emergency Medical Technician-B (08/2004 to 08/2006)
- PST - Public Safety Telecommunicator
- CTO - Communications Training Officer
- Terminal Agency Coordinator
- Notary Public
Timeline
Emergency Dispatcher, Terminal Agency Coordinator
New Mexico State Police
08.2020 - Current
Reservation Agent, Customer Care Agent
Concentrix
01.2017 - 04.2019
Technical Support
Sitel
01.2016 - 06.2016
911 Emergency Dispatcher, 911 Dispatch Shift Lead, 911 Emergency Dispatch Supervisor
Mesilla Valley Regional Dispatch Authority
03.2006 - 03.2016
Server Trainer/Prep-cook, Housekeeping, Building Maintenance, Scheduling
Golden Mesa Retirement
05.2004 - 03.2006
Lieutenant Firefighter/Emergency Medical Technician
Organ Fire Department (Dona Ana County Dist. 5)
05.2004 - 03.2006
Certification in Emergency Medical Tech/Fire EMS -
New Mexico State University-Dona Ana
High school diploma or GED -
Onate High School
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