Rosie Prestin
Temple,TX
Summary
Dynamic professional with extensive experience at Baylor Scott & White, excelling in customer service and emergency response. Proven ability to enhance team performance through effective supervision and training. Skilled in crisis management and telecommunications, consistently delivering high-quality service while maintaining composure under pressure. Committed to fostering a collaborative and supportive work environment.
Overview
30
30
years of professional experience
Work History
Emergency Dispatcher
Baylor Scott & White
02.1999 - 10.2025
- Operated multi-line phone system to receive emergency calls efficiently.
- Coordinated response efforts with first responders and medical teams.
- Monitored real-time dispatch software for accurate incident tracking.
- Provided clear instructions to callers during high-stress situations.
- Contributed positively towards team morale by fostering a supportive work environment within the dispatch center.
Customer Service Supervisor
Baylor Scott & White
01.2020 - 01.2023
- Supervised customer service team, ensuring quality and compliance with healthcare standards.
- Trained staff on effective communication techniques and conflict resolution strategies.
- Developed scheduling systems to optimize department workflow and resource allocation.
- Implemented process improvements that enhanced patient satisfaction and service delivery efficiency.
- Led performance evaluations, providing constructive feedback to foster professional growth among team members.
- Established metrics for assessing service quality, enabling continuous improvement within customer service operations.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
Correctional Officer
Bell County Sheriff's Department
10.1995 - 11.1998
- Supervised inmate activities, ensuring compliance with facility regulations and safety protocols.
- Conducted routine inspections of facilities, identifying security risks and implementing corrective measures.
- Managed transportation of inmates to court hearings and appointments, maintaining safety and order during transit.
- Trained new officers on emergency response procedures and conflict resolution techniques, enhancing team effectiveness.
- Managed high-risk situations with professionalism and composure, ensuring the safety of all involved parties.
- Searched cells of inmates to identify and confiscate contraband and other prohibited items.
- Maintained inmate safety through vigilant monitoring of behavior and swift intervention during conflicts.
- Reduced instances of contraband by thoroughly searching inmates, cells, and common areas.
- Observed and supervised inmates throughout visits, meal time, recreation, phone calls, and showers.
- Escorted inmates to and from cells, court, hospitals, and medical appointments.
- Conducted routine and emergency head counts.
- Assisted in the training of new correctional officers, providing guidance on best practices and procedures.
- Collaborated with fellow officers to maintain a secure environment for staff, visitors, and inmates.
- Prevented escapes by diligently inspecting perimeters, doors, windows, gates, fences, and other access points throughout the prison complex regularly.
- Tracked inmates through head counts, visitor logs, and scheduled activities.
Education
High School Diploma - General Studies
Belton High School
Belton, TX05.1992
Skills
- Customer service
- Situational awareness
- Employee supervision
- Information documentation
- Public safety
- Information gathering
- Memory retention
- Accuracy and precision
- Telecommunications
- Emergency procedures
- Quick response time
- Deescalation
- Teamwork and collaboration
- Problem-solving
- Works Well Under Pressure
- Computer skills
- Active listening
- Computer-aided dispatching
- Data entry
- Stress tolerance
- Police and fire procedures
- System maintenance
- Crisis management
- Call management
- Teamwork
- Prioritizing situations
- Attention to detail
- Team leadership
Timeline
Customer Service Supervisor
Baylor Scott & White
01.2020 - 01.2023
Emergency Dispatcher
Baylor Scott & White
02.1999 - 10.2025
Correctional Officer
Bell County Sheriff's Department
10.1995 - 11.1998
High School Diploma - General Studies
Belton High School