Shannon Kalal
Interface Systems
St. Louis,USA
1
Language
19
years of professional experience
Professional communicator and coordinator with strong background in emergency response and crisis management. Demonstrates exceptional skills in multitasking, quick decision-making, and maintaining composure under pressure. Highly reliable, adaptable, and committed to team collaboration and seamless operations. Strong proficiency in various dispatch and communication systems, coupled with proactive approach to problem-solving and support.
Work History
Level 3 Isoc Coordinator-Security Alarm Dispatcher
5 Months- Perform remote security checks/ virtual tours of customer locations, carefully observing all areas for potential security vulnerabilities, criminal and/ or unusual activities.
- Conduct virtual security escorts to safeguard customers during business opening, closing and/ or upon customer request.
- Communicate with customer locations using state-of-the-art two-way audio/ video surveillance technology.
- Take appropriate action based on the severity or instruction provided, including customer contact and/ or requesting emergency services such as police, fire, or medical services.
- Monitor, verify and respond to alarm signals, placing outgoing telephone calls to verify validity of alarm signals.
- Monitored, verified, and responded to alarm signals, contacting individuals to confirm validity of alarms.
- Provide critical life safety support by ensuring clear, timely and accurate dispatch and alarm communication to emergency personnel.
- Manage live audio interactions in response to alarm events or customer requests, utilizing two-way audio systems to communicate directly with individuals at monitored sites.
- Provided critical life safety support through clear, timely, and accurate dispatch and communication with emergency personnel.
- Assisted customers by arming, disarming, and resetting security alarms to maintain safety. such as arming, disarming, and assisting in resetting alarms/ signals.
- Facilitated real-time audio interactions with individuals at monitored locations during alarm events. in response to alarm events or customer requests, utilizing two-way audio systems to communicate directly with individuals at monitored sites.
- Answer inbound phone calls to assist with resolving, escalating, or supporting security and system-related inquiries from customers, employees, and vendors.
- Document all interactions and ensure proper follow-up to ensure the resolution of incidents.
- Documented all interactions and followed up to ensure resolution of incidents.
- Maintaining accurate records and documentation with the system of record (automation system)
- Developed and maintained project documentation for clarity and accountability.
HVAC Commercial Coordinator, Classic
1 Year 10 Months- Coordinated HVAC service schedules using ServiceTitan to improve appointment efficiency and technician utilization.
- Scheduled and coordinated commercial HVAC appointments to optimize routes and reduce travel time.
- Dispatched technicians and provided logistical support to streamline field operations and reduce idle time.
- Managed daily time and priorities to ensure timely dispatching and on-time arrivals for service calls.
- Resolved customer inquiries and complaints with clear communication, producing measurable improvements in client satisfaction.
- Managed inventory to ensure parts availability, reducing delays in repairs.
- Generated reports and tracked work orders using Microsoft Office to enhance operational visibility.
- Utilized Microsoft Office to generate reports and track work orders for operational visibility.
- Confirmed service details with clients to ensure clarity before appointments. with clients to prevent misunderstandings and increase appointment preparedness.
- Confirmed service details with clients to prevent misunderstandings and increase appointment preparedness.
- Recorded service calls to maintain accurate logs of client interactions., client interactions, and inventory updates to maintain organized operational records.
- Collaborated with suppliers and vendors to secure parts and equipment, improving procurement speed.
Police Dispatcher
6 Months- Dispatched police units via radio and managed emergency call flow, improving response coordination with measurable results.
- Monitored campus alarm panels and directed units to alarms, leveraging geographic knowledge to minimize false dispatches.
- Monitored campus alarm panels and directed units to alarms using geographic knowledge to reduce false dispatches.
- Logged police activity into CAD system and standardized reports, enhancing record accuracy and retrieval efficiency.
- Referred non-emergency calls to appropriate services and coordinated Emergency Support Team responses for medical incidents, ensuring timely assistance.
MODOT Dispatcher
1 Year 1 Month- Monitored CCTV and DMS to manage traffic incidents, reducing response delays with coordinated alerts.
- Posted Dynamic Message Sign updates during events to optimize driver routing and alleviate congestion.
- Communicated with law enforcement and emergency services to coordinate incident response and ensure public safety.
- Tracked special, scheduled, and active events to enhance situational awareness and facilitate timely incident resolution.
- Coordinated with maintenance and motorist assist teams to dispatch resources and restore normal traffic flow.
Police Dispatcher 2, St.
13 Years 10 Months- Answer telephone calls to the 9-1-1 center received over 9-1-1 and various other, non-emergency phone numbers, evaluate calls for the need for police, fire, emergency medical services or other non-emergency responders.
- When acting as a Complaint Evaluator, operate Computer Aided Dispatch system terminal; enter crime type, location information of caller, location where service is needed, caller’s name and telephone number, emergency service needed, narrative encapsulation of incident, and other necessary remarks. Transfer completed or partially completed CAD incident to appropriate Dispatcher. Inform the appropriate Dispatcher and police units over the radio of certain serious incidents before transferring the CAD incident to the Dispatcher. May adjust the priority level of the incident when necessary.
- Notified Fire Department, Emergency Medical Service, or other agencies when services were needed, ensuring timely response to emergencies.
- Maintain constant communication with callers and, if necessary, update officers of the situation on-site.
- When acting as a Complaint Evaluator, operate Computer Aided Dispatch system terminal; enter crime type, location information of caller, location where service is needed, caller’s name and telephone number, emergency service needed, narrative encapsulation of incident, and other necessary remarks. Transfer completed or partially completed CAD incident to appropriate Dispatcher. Inform the appropriate Dispatcher and police units over the radio of certain serious incidents before transferring the CAD incident to the Dispatcher. Adjusted the priority level of incidents based on urgency.
- Notify the Fire Department, Emergency Medical Service or other agency when their services are needed.
- Maintained constant communication with callers and updated on-site officers about the situation, enhancing overall situational awareness.
- Monitored call systems in Communications department, providing prompt response during peak call volumes to support operational efficiency.
- Inform the supervisor of all serious incidents or those of an unusual nature.
- Comply with revisions from time to time after mutual consultation.
- Keep up to date records and files such as gas and preventative maintenance records on all vehicles; tool control lists; etc.
- Telephone
- Cell Phone
- Copier/Fax Machine
- Utilized Mules/Rejis for data access and management
Dispatcher
6 Months- Coordinated dispatch of tow trucks, locksmiths, and fuel delivery to address urgent member requests, enhancing overall response times.
- Assessed caller situations and documented service details to ensure accurate records for follow-up investigations.
- Managed high-volume inbound calls, prioritizing emergencies and multitasking to maintain service levels during peak periods.
Education
Diploma
Skills
Customer support
Client assistance
Technical writing
Microsoft Office
Microsoft Excel
Microsoft Word
PowerPoint
Google Docs
Data entry
Multi-line phone systems
Organizational skills
Time management
Team management
Administrative support
Computer literacy
Sales
Communication skills
English
Decision-making
Active listening
Customer service
Attention to detail
Dispatch software
Dispatching procedures
Problem-solving
Languages
English
Courses
- Rejis, Apr 2016 – Apr 2024
- Rejis
- MULES, Jul 2016 – Jul 2018
- MULES
Timeline
Level 3 Isoc Coordinator-Security Alarm Dispatcher
Interface Systems
04.2026 - CurrentRead More
HVAC Commercial Coordinator, Classic
Aire Care
05.2024 - 03.2026Read More
Police Dispatcher
Washington University Police Department
11.2023 - 05.2024Read More
MODOT Dispatcher
Kapsch
10.2022 - 11.2023Read More
Dispatcher
AAA Club Alliance
11.2021 - 05.2022Read More
Police Dispatcher 2, St.
Louis Metropolitan Police Department
01.2008 - 11.2021Read More
Bishop DuBourg high school
Diploma
Read More