SAVANNAH SIMPSON
St. Augustine
Summary
A dynamic customer service professional with a focus on delivering high standards and achieving results. Known for effectively addressing customer concerns and contributing to improved service processes. Strong collaborator, adaptable to changing needs, and skilled in active listening and conflict resolution. Reliable and team-oriented.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Experience Associate
Flock Safety
06.2025 - Current
- Provide front-line support to law enforcement agencies, community safety partners, and commercial customers, delivering accurate solutions and a consistently positive experience across phone and email.
- Troubleshoot camera, software, and dashboard functionality, guiding customers through step-by-step resolutions and escalating technical issues to engineering teams when needed.
- Collaborated with cross-functional teams to streamline customer service processes and improve response times.
- Document case details, trends, and customer feedback in CRM tools to improve product performance and internal workflows.
Public Safety Telecommunicator III
St. Johns County, Sheriff's Office
02.2021 - 06.2025
- Respond to emergency (911) and non-emergency calls for service while delivering a professional level of customer service.
- Assess calls calmly and accurately, then record the necessary information in the Computer Aided Dispatch system.
- Assign the appropriate units to respond to calls based on priority, location, and resource availability.
- Conduct rapid, accurate decision-making that impact the outcomes of other public safety services.
- Input data into various computerized systems and retrieve pertinent records or stored information.
- Examine multiple databases such as Flock Safety, Accurint, Linx, and FCIC/NCIC to provide responding units with all pertinent information.
- Utilize the TTY terminal to exchange information with other agencies, confirm hits, and update miscellaneous data in the FCIC/NCIC database.
Beach Enforcement Officer
St. Johns County
05.2019 - 10.2020
- Conducted four nightly sea turtle protection beach lighting surveys each week, and issued beach lighting violations to all St. Johns County beach residents.
- Inspected the beach and advised visitors to remove all vehicles and observed ocean tides to establish nightly procedures.
- Carried out obstacle removal operations to ensure a clear path for sea turtles.
- Responded to emergency animal strandings to provide appropriate recommendations, and participated in sea turtle nest evaluations.
Education
Bachelor of Arts - Coastal Environmental Science; Minor of Psychology
Flagler College
St. Augustine, FL05.2020
Skills
- DOH 911 Public Safety Telecommunication ~ Emergency & Non-Emergency Call Handling ~ Customer Service ~ Data Analysis
- Law Enforcement Dispatch Operations ~ Conflict Resolution ~ Technical Troubleshooting ~ Staff Training & Collaboration
- Process Improvement ~ Problem-Solving & Critical Thinking ~ Written & Verbal Communication Skills ~ Task Prioritization
- Geographic Information System (GIS) ~ Computer-Aided Dispatch (CAD) ~ Flock Safety ~ Linx ~ Accurint ~ Microsoft Office
Certification
Florida Crime Information Center (FCIC)/National Crime Information Center (NCIC) Certifications
CAREER HIGHLIGHTS
- Earned 10 positive action forms over 4 years for exceptional performance in emergency situations, including guiding a road rage victim to safety in September 2022 while deputies secured an armed suspect without casualties.
- Maintained a 99% accuracy rating in quality-assured emergency and non-emergency call handling, demonstrating precision and reliability in critical communications.
- Established the Communications Employee Engagement Committee to enhance the work environment for dispatchers, leading a team of six dispatchers and one supervisor to address workplace concerns and improvements.
- Provided hands-on training to over 100 deputies, civilians, interns, and trainees by allowing them to observe live dispatch operations for 2–8 hours, answering questions, and offering real-time insights.
Timeline
Customer Experience Associate
Flock Safety
06.2025 - Current
Public Safety Telecommunicator III
St. Johns County, Sheriff's Office
02.2021 - 06.2025
Beach Enforcement Officer
St. Johns County
05.2019 - 10.2020
Bachelor of Arts - Coastal Environmental Science; Minor of Psychology
Flagler College