Sarah Cook
Lakeland
Summary
Adept at navigating high-stress environments, I enhanced emergency response times and customer satisfaction at Lakeland Police Department by prioritizing calls and leveraging my technical aptitude. My strong multitasking ability and listening skills, honed across diverse roles, consistently improved operational efficiency and team performance.
Certified Training Officer: Responsible for teaching, mentoring, being a role model, and evaluating an EC Trainee's performance in both testing environment and actual work settings.
Lead: Filling in for supervisor duties when the supervisor is not present. Responsible for the overall public safety telecommunications operations that occur on the shift. Managing various operations of Intake, Dispatch, and Data/Teletype.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Emergency Communications Specialist II
Lakeland Police Department
01.2018 - Current
- Provided support during natural disasters and other large-scale events, coordinating multi-agency response efforts effectively under extreme pressure.
- Coordinated response efforts during large-scale incidents, working closely with partner agencies to share critical information quickly and accurately.
- Assisted in the development of effective standard operating procedures for the Emergency Communications Center.
- Enhanced emergency response times by efficiently prioritizing and dispatching appropriate resources.
- Remained calm under pressure, providing critical support to citizens experiencing life-threatening emergencies while simultaneously managing other ongoing incidents effectively.
- Managed multiple communication channels simultaneously, maintaining a high level of situational awareness at all times.
Security Offier
Lakeland Regional Hospital
06.2017 - 01.2018
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Patrolled and monitored premises in company vehicle and by foot.
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
- Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
Server
Red Lobster
11.2016 - 06.2017
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
Patient Access Representative
Lakeland Regional Health
02.2015 - 11.2016
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
Security Officer
Tampa General
09.2014 - 02.2015
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Checked and verified photo identification prior to granting facility access.
- Reported suspicious activities and persons to law enforcement.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
Server
Whiskey Joe's Bar & Grill
06.2014 - 09.2014
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Cultivated warm relationships with regular customers.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
Master-at-Arms
United States Navy
06.2010 - 06.2014
- Managed access control systems, ensuring only authorized individuals entered restricted areas.
- Facilitated security-related training and education programs for new personnel, ensuring a thorough understanding of policies and procedures among all members of the organization.
- Streamlined incident reporting for improved response times and increased overall safety.
- Ensured compliance with all federal regulations pertaining to firearms storage, handling, and transportation while serving as a key member of the armory management team.
- Maintained a safe environment with regular risk assessments and appropriate corrective actions.
Customer Service Lead
Winn Dixie Supermarket
06.2007 - 06.2010
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
Education
Bachelor of Science - Criminal Justice
Polk State College
Winter Haven, FL08-2017
Associate of Arts -
University of Maryland Global Campus
Hyattsville, MD12-2013
Skills
- Call prioritization
- Incident documentation
- Technical aptitude
- Listening Skills
- Multitasking
- Computer-aided dispatching
Certification
State of Florida 911 Public Safety Telecommunicator
PEI 911 Building for Excellence, 4t Edition. Management and Leadership Tools for 9-1-1 Professionals
FCIC/NCIC Full Access Certification
UCF Restores React Training for Peer Support (May 23, 2023)
APCO Certified Training Officer, 6th Edition
Timeline
Emergency Communications Specialist II
Lakeland Police Department
01.2018 - Current
Security Offier
Lakeland Regional Hospital
06.2017 - 01.2018
Server
Red Lobster
11.2016 - 06.2017
Patient Access Representative
Lakeland Regional Health
02.2015 - 11.2016
Security Officer
Tampa General
09.2014 - 02.2015
Server
Whiskey Joe's Bar & Grill
06.2014 - 09.2014
Master-at-Arms
United States Navy
06.2010 - 06.2014
Customer Service Lead
Winn Dixie Supermarket
06.2007 - 06.2010
Bachelor of Science - Criminal Justice
Polk State College
Associate of Arts -
University of Maryland Global Campus
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