Sandra Silguero
Alton,USA
Summary
Dependable, efficient, and trustworthy professional seeking full-time employment to leverage extensive experience in driving organizational growth. Committed to meeting company needs through consistent and organized practices, with a proven ability to thrive under pressure while embracing new challenges. Strong skills in customer interactions, conflict resolution, and problem-solving ensure high levels of customer satisfaction and loyalty. Recognized for reliability and a proactive approach, consistently focused on achieving results through effective teamwork and empathetic service.
Overview
16
16
years of professional experience
Work History
911 Emergency Dispatcher
Skyline EMS
01.2024 - 04.2025
- Received incoming calls from the public and determined the nature of the emergency.
- Assessed callers' needs and dispatched appropriate personnel to respond to emergencies.
- Maintained contact with field units via radio, providing directions and assistance as needed.
- Verified caller identity before dispatching personnel to ensure safety of responders.
- Monitored multiple radio frequencies simultaneously while entering data into computer system.
- Created incident reports detailing all pertinent information regarding each emergency call.
- Routed non-emergency calls to appropriate departments or agencies when applicable.
- Utilized mapping software programs to plot locations of incidents quickly and accurately.
- Acted calmly and professionally under pressure while making decisions in high stress situations.
- Adhered strictly to departmental policies and protocols related to handling emergency communications.
- Utilized proper telephone etiquette when speaking with callers in order to maintain a professional demeanor.
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
- Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
- Used radio, telephone and computer system to update first responders with new information.
- Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
Appeals Hearing Coordinator
Manpower
06.2021 - 06.2023
- Assisted applicants with emergency rental assistance applications
- Provided explanations on the program and it's requirements
- Processed and finalized appeals and grievances within agreed-upon turnaround time
- Provided outreach for additional information for appeals and grievances
- Provided expertise on labor and employment laws to help employers make more effective decisions
- Completed in-depth investigations into issues pertaining to discipline and grievance management and recommended strategies.
Customer Service Representative
Maximus
04.2019 - 05.2021
- Assessed caller accounts to determine Veterans benefits, identify service needs and resolved issues
- Assisted customers with setting appointments, and special order requests for Veterans
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Offered advice and assistance to customers, paying attention to special needs or wants.
Customer Service Representative
Atento
07.2016 - 04.2019
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Met customer call guidelines for service levels, handle time and productivity
- Created and maintained detailed database to develop promotional sales.
Emergency Dispatcher
Elite Critical Care
02.2015 - 07.2016
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units
- Routed calls to police, fire and ambulance service to meet individual call needs
- Relayed latest information to first responders via electronic means, telephone calls and radio
- Optimized productivity to improve on-time emergency response and life support
- Increased timely treatment protocols by leveraging current response and quality assurance requirements.
EMERGENCY COMMUNICATIONS OFFICER
Mission Police Department
02.2009 - 12.2009
- Provided in-depth information to first responders en route to emergencies in order to prepare them for diverse situations
- Routed calls to police, fire and ambulance service to meet individual call needs
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests
- Read system maps and caller information, and documented details in system
- Reduced risks and emergency response issues by observing public safety field units.
Education
Medical and Billing Coding Specialist
South Texas VoTech
Mcallen, TXMedical Assistant
Kaplan College
Mcallen, TXGeneral High School Curriculum
Sharyland ISD
Sharyland, TXAssociate of Applied Science - Health Administration
Rasmussen College
Lake Elmo, MN07-2027
Skills
- Prioritization
- Call management
- Data entry proficiency
- Crisis management
- System maintenance
- Information gathering and relay
- Verbatim transcription
- Computer Skills
- Active Listening
- Critical Thinking
- Problem-Solving
- Data Entry
- Teamwork and Collaboration
- Information documentation
- Detail oriented
- Ability to work under pressure
- Time management
- Reliable and punctual
- Excellent interpersonal and communication skills
- Situational awareness
- Patience and tolerance
- Memory retention
Timeline
911 Emergency Dispatcher
Skyline EMS
01.2024 - 04.2025
Appeals Hearing Coordinator
Manpower
06.2021 - 06.2023
Customer Service Representative
Maximus
04.2019 - 05.2021
Customer Service Representative
Atento
07.2016 - 04.2019
Emergency Dispatcher
Elite Critical Care
02.2015 - 07.2016
EMERGENCY COMMUNICATIONS OFFICER
Mission Police Department
02.2009 - 12.2009
Medical Assistant
Kaplan College
General High School Curriculum
Sharyland ISD
Medical and Billing Coding Specialist
South Texas VoTech
Associate of Applied Science - Health Administration
Rasmussen College