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
Las Cruces, NM
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
Las Cruces, NM
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
Las Cruces, NM
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
Las Cruces, NM
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
Las Cruces, NM
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)
Organ, NM
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