Shardell Wilson
Willingboro,NJ
Summary
A highly organized and detail-oriented dispatcher with over 10 years of customer service experience. Who is proactive, and a versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities, and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.
Overview
13
13
years of professional experience
Work History
Dispatcher
Health Fleet Ambulance
Philadelphia, PA
03.2024 - Current
- Uses mapping software to determine the most efficient routes for each transport.
- Match available drivers to patients' needs based on location, vehicle type, and special requirements.
- Take calls from healthcare facilities to schedule non-emergent transports for medical appointments, hospital transfers, and discharges.
- Communicate with healthcare facilities to confirm appointments and transportation needs.
- Confirm patient details: name, address, medical needs, appointment times, and insurance information.
- Develops strategies for improving efficiency within the dispatch department.
- Resolves customer complaints related to service issues, or delays.
Dispatcher
American Medical Response, AMR
Philadelphia, PA
01.2023 - 01.2024
- I closely monitored the dispatch board to prioritize daily ambulance transports.
- Answered calls from the automatic routing system, and took basic information from callers.
- Offered friendly and efficient service to customers, and handled challenging situations with ease.
- Recorded and tracked emergent and non-emergent requests utilizing computer-aided dispatch systems.
- Updated records of driver locations, delays, and cancellations.
Transportation Coordinator
American Medical Response, AMR
Radnor, PA
09.2021 - 01.2023
- Served as a liaison between AMR and the Main Line Health Transfer Center.
- Provided timely transportation for diverse patients to healthcare facilities (Main Line Health).
- Built and maintained strong relationships.
- Demonstrated strong time management skills while managing multiple projects.
- I reached out to insurance carriers to obtain prior authorizations for ambulance transports (Navient).
Call Center Representative/Lead Front Desk Receptionist
South Jersey Skin Care & Laser Center
Mount Laurel, NJ
07.2020 - 09.2021
- Learned and maintained an in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Processed debit, credit card, and electronic check payments.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services, while creating welcoming and positive experiences.
Transportation Coordinator
American Medical Response, AMR
Newtown Square, PA
02.2017 - 02.2020
- Reviewed time response reports from EMS to ensure adequate response times on emergent ambulance transports.
- Scheduled and monitored emergent and non-emergent ambulance and helicopter transports (Jeff Stat).
- Scheduled transports using Allscripts.
- Answered phone calls and responded to hospital personnel.
- Analyzed customer feedback and provided solutions to improve customer service.
Call Taker
American Medical Response, AMR
Philadelphia, PA
06.2016 - 02.2017
- Collected all pertinent information from the caller using excellent verbal communication skills.
- Entered information into the computer-aided dispatch system.
- Experience in handling various calls and scheduling emergent and non-emergent ambulance transport requests.
- Updated the system with specifics, customer details, preferences, and billing information.
- Maintained up-to-date knowledge of company services, policies, and procedures.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Licensed Cosmetologist
Ramona's Beauty Salon
Edgewater Park, NJ
08.2012 - 06.2016
- Assessed customers' hair texture, treatment history, and desired outcome to determine the services required.
- Scheduled customer appointments and rearranged individual time slots to meet demand.
- Kept work areas, tools, and equipment clean and properly sanitized.
- Helped clients achieve desired looks for daily wear and special events.
- Demonstrated a high level of customer service to increase retention and satisfaction.
Education
High School Diploma -
Camden Catholic High School
Cherry Hill, NJ01-2010
Cosmetology License -
Empire Beauty School
Cherry Hill, NJ01-2012
Associate of Science - Nursing
Rowan College At Burlington County
Mt. Laurel Skills
- Excellent communication skills
- Strong team player
- Computer proficiency
- Time management
- Customer relationship management
- Medical terminology
- Emergency protocols
- Radio communication
- Attention to detail
- Team collaboration
- Data entry
- Multitasking and organization
- Verbal and written communication
Timeline
Dispatcher
Health Fleet Ambulance
03.2024 - Current
Dispatcher
American Medical Response, AMR
01.2023 - 01.2024
Transportation Coordinator
American Medical Response, AMR
09.2021 - 01.2023
Call Center Representative/Lead Front Desk Receptionist
South Jersey Skin Care & Laser Center
07.2020 - 09.2021
Transportation Coordinator
American Medical Response, AMR
02.2017 - 02.2020
Call Taker
American Medical Response, AMR
06.2016 - 02.2017
Licensed Cosmetologist
Ramona's Beauty Salon
08.2012 - 06.2016
High School Diploma -
Camden Catholic High School
Cosmetology License -
Empire Beauty School
Associate of Science - Nursing
Rowan College At Burlington County