Summary
Overview
Work History
Education
Skills
Software
Interests
Timeline
Hi, I’m

Serena Taylor

Operations Support
Paducah,KY
I’ve been absolutely terrified every moment of my life, and I’ve never let it keep me from doing a single thing that I wanted to do.
Georgia O’Keefe
Serena Taylor

Summary

Knowledgeable Dispatcher/ Operations Support Personnel with 16 years of experience. Adept at solving concerns with self-directed and flexible approaches. Assess data for reporting and streamline processes to improve overall efficiencies. Skilled Operations Support Specialist is effective in performing quality assurance audits, processing transactions, and revising procedures. A dependable employee seeking the opportunity to expand skills and contribute to company success. Considered hardworking, ethical, and detail-oriented. Dedicated professional with demonstrated strengths in customer service, time management, and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with a strong background in cultivating positive relationships and exceeding goals. Fosters collaborative team environment to drive positive customer experiences. Proficient with office machinery and leverages strong multi-tasking skills to meet deadlines by prioritizing assignments. Reliable business professional with experience in project management, process improvement, and financial analysis. Adept at analyzing data to identify trends and developing strategies to improve efficiency.

Overview

8
years of professional experience
1
Language

Work History

Metronet

Operations Support Specialist
01.2022 - Current

Job overview

  • Coordinated with various departments to ensure smooth workflow and timely completion of projects
  • Conducted regular audits to ensure compliance with industry regulations and standards
  • Ensured timely delivery of products or services by working closely with sales teams and suppliers/vendors
  • Supported implementation of new technology systems aimed at increasing efficiency within organization
  • Facilitated cross-functional meetings to discuss project progress, challenges, and potential solutions
  • Monitored key performance indicators to assess effectiveness of operational processes
  • Collaborated with management to develop strategies for improving overall efficiency and productivity
  • Provided exceptional customer service by addressing inquiries promptly and professionally
  • Actively participated in ongoing professional development opportunities relevant to role
  • Processed transactions quickly and inputted all data into system with accuracy.

Paducah Police Dept

KY 911 Emergency Dispatcher
06.2019 - 12.2021

Job overview

  • Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations
  • Mitigated risks and emergency response delays by efficiently monitoring public safety field units
  • Prioritized responses to public emergency and non-emergent calls to efficiently dispatch police, fire and EMS while tracking data in real-time
  • Used radio, telephone and computer system to update first responders with new information
  • Assisted departments with special requests such as BOLOs
  • Handled emergency phone calls calmly and obtained pertinent information with composed approach
  • Took caller information, read associated computer information and documented vital details in call tracking and assignment system
  • Resolve customer complaints or answer customers' questions regarding policies and procedures
  • Received incoming telephone or alarm system calls regarding emergency.

Jackson Purchase Energy Corporation

Dispatcher Clerk
05.2019 - 08.2019

Job overview

  • Answered customer requests with information about their bills, current usage, add-on needs for new service, and trouble calls
  • Dispatched trucks to trouble calls giving them all pertinent site information and detailed trouble description
  • Monitored cameras and entry into building
  • Assisted GIS mapping department about changes that needed to be made to map system
  • Maintained current knowledge of all personnel in field and work being done on calls for service
  • Monitored dispatch board and adjusted call priorities regularly based on caller needs and trucks available
  • Kept detailed and updated records of calls in physical and electronic databases
  • Communicated with managers of other departments about needs and expectations for day's work.

City of Paducah 911

Supervisor
04.2016 - 05.2019

Job overview

  • Resolve customer complaints or answer customers' questions regarding policies and procedures
  • Supervise work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems
  • Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes
  • Implement corporate or departmental policies, procedures, and service standards in conjunction with management
  • Discuss job performance problems with employees to identify causes and issues and to work on resolving problems
  • Train or instruct employees in job duties or company policies or arrange for training to be provided
  • Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action
  • Recruit, interview, and select employees
  • Interpret and communicate work procedures and company policies to staff
  • Prepare and issue work schedules, deadlines, and duty assignments for office or administrative staff
  • Coordinate activities with other supervisory personnel or with other work units or departments
  • Develop or update procedures, policies, or standards
  • Make recommendations to management concerning such issues as staffing decisions or procedural changes
  • Consult with managers or other personnel to resolve problems in areas such as equipment performance, output quality, or work schedules
  • Develop work schedules according to budgets and workloads
  • Arrange for necessary maintenance or repair work
  • Answer calls from citizens for calls for service for Police, Fire, Animal Warden, and several other offices
  • Dispatch appropriate personnel for calls for service on radio
  • Data Entry putting entries into NCIC and other office paperwork.

Dippin' Dots

Customer Service Representative
02.2016 - 04.2016

Job overview

  • Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
  • Check to ensure that appropriate changes were made to resolve customers' problems
  • Refer unresolved customer grievances to designated departments for further investigation
  • Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
  • Compare disputed merchandise with original requisitions and information from invoices and prepare invoices for returned goods
  • Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills
  • Solicit sales of new or additional services or products
  • Order tests that could determine causes of product malfunctions.

Education

Livingston Central High School
Smithland, KY

GED

Skills

  • Team leadership
  • Resource Allocation
  • Multitasking
  • Time Management
  • Scheduling Management
  • Performance Metrics
  • Organizational Skills
  • Data Analysis
  • Problem-Solving
  • Continuous Learning
  • Adaptability
  • Analytical Thinking
  • Attention to Detail
  • Decision-Making
  • Effective Communication
  • Adaptability and Flexibility
  • Self Motivation
  • Teamwork and Collaboration
  • Professional Demeanor
  • Excellent Communicator
  • Reliability
  • Interpersonal Skills
  • Active Listening
  • Operations tracking
  • Scheduling
  • MS Office
  • Problem Resolution
  • Data Management
  • Organization and Time Management
  • Microsoft Word
  • Microsoft Office
  • Clerical Support

Software

Microsoft Office

Oracle

Windows OS

Mac OS

ZenDesk

Pega

Interests

Technology

Reading

Music

Gaming

Timeline

Operations Support Specialist

Metronet
01.2022 - Current

KY 911 Emergency Dispatcher

Paducah Police Dept
06.2019 - 12.2021

Dispatcher Clerk

Jackson Purchase Energy Corporation
05.2019 - 08.2019

Supervisor

City of Paducah 911
04.2016 - 05.2019

Customer Service Representative

Dippin' Dots
02.2016 - 04.2016

Livingston Central High School

GED

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Serena TaylorOperations Support