Sarah Martinez
Richmond,TX
Summary
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.
Overview
17
17
years of professional experience
Work History
Telecommunications Officer 3
Fort Bend County Sheriff's Office
06.2014 - Current
- Enhanced communication between first responders and callers by providing clear, concise information during high-stress situations.
- Reduced errors in dispatch procedures by maintaining accurate records of all emergency calls, resource allocations, and incident outcomes.
- Increased dispatcher efficiency with thorough knowledge of jurisdictional geography, ensuring optimal routing for first responders.
- Assisted in the development of new training programs for incoming 911 Emergency Dispatchers to enhance performance levels.
- Promoted a professional work environment by adhering to strict confidentiality policies and maintaining sensitive information securely.
- Managed multiple communication channels simultaneously, including telephone lines, radio frequencies, and computer-aided dispatch systems for effective coordination among emergency units.
- Provided critical assistance to callers experiencing medical emergencies by offering pre-arrival instructions until help arrived on scene.
- Strengthened teamwork among dispatch staff through collaboration on complex cases requiring coordinated efforts from multiple agencies.
- Continuously updated knowledge of changing policies, procedures, and technologies within the 911 Emergency Dispatcher field through ongoing professional development opportunities.
- Supported public safety initiatives by actively participating in community outreach events and sharing valuable information with local residents.
- Contributed to improved overall call center performance by consistently meeting or exceeding key performance metrics in areas such as response time and accuracy rates.
- Streamlined data entry processes through mastery of specialized software applications used within the 911 Emergency Dispatcher field for faster call handling times.
- Handled challenging caller interactions professionally while remaining empathetic to individuals experiencing distress or panic during emergencies.
- Mitigated potential risks during crisis situations by calmly gathering pertinent information from callers and relaying it accurately to responding units.
- Collaborated with supervisors to identify areas of improvement within departmental procedures, leading to enhanced operational efficiency.
- Served as a mentor for newly hired dispatchers, offering guidance and support throughout their training process to ensure seamless integration into the team.
- Maintained high levels of situational awareness during emergency situations, allowing for quick adjustments and accurate updates to responding units as needed.
- Questioned callers to determine nature of problems and locations to direct type of response needed.
- Received 911 and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
- Read system maps and caller information, and documented details in system.
- Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
Security Officer
US Security Associates
07.2011 - 06.2014
- Responsible for limiting public access to Toyota's vehicle processing center while verifying accuracy of the vehicles that were being shipped by ensuring the drivers were taking the correct vehicles and ensuring accurate documentation of all activities.
- Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
- Improved overall security by conducting regular patrols and monitoring surveillance systems.
- Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
- Reduced incident response times by implementing efficient emergency procedures and collaborating with local law enforcement agencies.
- Enhanced security measures by staying up-to-date on industry best practices, attending training sessions, and obtaining relevant certifications.
- Conducted thorough investigations into security incidents, documenting findings, and recommending appropriate actions.
Produce Associate
Kroger #388
05.2011 - 07.2011
- Improved store safety by quickly addressing spills, broken containers, or other hazards in the produce section.
- Reduced shrinkage by monitoring prices accurately and verifying that all products were labeled correctly before stocking them on shelves.
- Demonstrated commitment to sustainability by promoting locally-sourced products and minimizing waste through responsible inventory management.
- Completed prep work on pre-packaged vegetables and fruits.
- Kept tidy and organized area to comply with cleanliness standards.
- Inspected floor displays, noted missing items, and immediately replenished merchandise.
- Recorded sales information on database to enable tracking history and maintain accurate records.
- Enhanced customer satisfaction by providing efficient, friendly service and maintaining a clean, organized produce section.
- Supported inventory management efforts through accurate record-keeping and timely reporting of any discrepancies.
Customer Service Associate
Wal-Mart #0400
09.2009 - 01.2011
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Streamlined communication with clients for improved service experiences and increased loyalty.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
- Processed orders accurately and efficiently, ensuring timely delivery of products or services to customers.
- Assisted in the development of new customer service protocols to improve overall performance metrics.
- Contributed to the enhancement of sales strategies by upselling relevant products or services during customer interactions.
- Provided personalized support for each client, tailoring solutions based on individual circumstances and preferences.
- Assisted colleagues with challenging situations, providing guidance based on expertise and experience in the industry.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Maximized efficiency within the workplace by implementing new organizational methods for handling daily tasks.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Computer Lab Assistant
Sam Houston State University
06.2007 - 08.2009
- Improved user satisfaction by providing timely technical assistance to faculty, staff, and students.
- Increased productivity with thorough maintenance of computer systems, including updates and backups.
- Managed user accounts, ensuring secure access to network resources and safeguarding sensitive data.
- Maintained a clean, organized workspace to promote a positive learning environment for all users.
- Conducted regular equipment audits to identify obsolete or malfunctioning hardware for replacement or repair.
- Supported all computer lab operations.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
- Developed and implemented preventive maintenance procedures.
- Tested new software and hardware prior to deployment.
- Diagnosed hardware problems and fixed faults or contacted appropriate repair service.
Education
Bachelor of Science in Criminal Justice - Criminal Justice
Sam Houston State University
Sam Houston01.2009
Skills
- Typing (100 wpm) and 10-key skills
- Active Listening
- Computer Skills
- Problem-Solving
- Works Well Under Pressure
- Decision-Making
- Critical Thinking
- Crisis Management
- Teamwork and Collaboration
- Conflict Resolution
- Microsoft Office Suite
- Problem-solving abilities
- Customer Service
- Multi-line phone talent
Timeline
Telecommunications Officer 3
Fort Bend County Sheriff's Office
06.2014 - Current
Security Officer
US Security Associates
07.2011 - 06.2014
Produce Associate
Kroger #388
05.2011 - 07.2011
Customer Service Associate
Wal-Mart #0400
09.2009 - 01.2011
Computer Lab Assistant
Sam Houston State University
06.2007 - 08.2009
Bachelor of Science in Criminal Justice - Criminal Justice
Sam Houston State University
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