Samantha Brush
Sullivan,IN
Summary
Proven leader in high-stakes environments, adept at streamlining call prioritization and emergency management for Trans-Care Ambulance, significantly enhancing response times and customer satisfaction. Skilled in critical decision-making and fostering teamwork, my approach has markedly reduced employee turnover and optimized operational efficiency. Expert in emergency protocols and communication, my tenure is marked by a commitment to excellence and continuous improvement. Attentive telecommunications professional with training and experience to handle stressful situations. Organized and thorough in documenting calls. Helps first responders coordinate emergency actions and support local community. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
18
18
years of professional experience
1
1
Certification
Work History
911 Dispatch Supervisor
Trans-Care Ambulance
09.2013 - Current
- Ensured accurate information dissemination by maintaining up-to-date knowledge of jurisdictional maps, policies, and procedures.
- Coordinated timely responses to critical incidents by effectively managing staff resources under pressure-filled circumstances.
- Reduced employee turnover by implementing a supportive and growth-oriented work environment.
- Streamlined workflow processes to optimize resource allocation during high-pressure situations.
- Adapted quickly to unexpected challenges or changes in workload demands while maintaining a calm demeanor under stress.
- Improved response times by streamlining call prioritization and dispatch processes.
- Assisted callers in emergency situations with appropriate information and support.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
- Enhanced customer satisfaction through prompt and courteous service, addressing concerns immediately.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Enhanced team efficiency by leading shift changeovers, ensuring smooth operations without downtime.
- Gathered, organized and input information into digital database.
Customer Service Manager
Wal-Mart Supercenter
03.2007 - 10.2012
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
Education
No Degree - General Studies
Ivy Tech
Terre Haute, INHigh School Diploma -
Sullivan High School
Sullivan, IN05.2005
Skills
- Call prioritization
- Policy Enforcement
- Emergency protocols
- Attention to Detail
- Multitasking Abilities
- Excellent Communication
- Critical Thinking
- CPR and First Aid
- Radio Communications
- Emergency Management
- Critical Decision-Making
- Call Center Operations
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Prioritizing Situations
Certification
- EMD - Emergency Medical Dispatch
Timeline
911 Dispatch Supervisor
Trans-Care Ambulance
09.2013 - Current
Customer Service Manager
Wal-Mart Supercenter
03.2007 - 10.2012
No Degree - General Studies
Ivy Tech
High School Diploma -
Sullivan High School
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