Summary
Overview
Work History
Education
Skills
Certification
Software
Timeline
Generic

Sharon Ogle

Knoxville,TN

Summary

Dynamic Quality Assurance Analyst with a proven track record at Priority Dispatch Corp., excelling in mentoring and data analysis. Adept at enhancing compliance and quality processes, I effectively collaborated with teams to drive improvements, ensuring adherence to IAED Protocols. Recognized for my strong communication skills and commitment to excellence in quality assurance.


Overview

15
15
years of professional experience
1
1
Certification

Work History

Quality Assurance Analyst

Priority Dispatch Corp.
08.2018 - Current
  • Mentored and coached team members on QA topics and strategies and to ensure accuracy and compliance within the standards.
  • Participated in regular meetings with agencies to discuss progress updates, communicate concerns or challenges, and ensure alignment of Protocol usage.
  • Generated weekly and monthly reports and discussed the data.
  • Maintained comprehensive knowledge of IAED Protocols, regulations and standards, ensuring compliance throughout the QA process.
  • Reviewed calls for agencies and gave feedback on improvements needed.
  • Acted as a liaison between the QA team, the agencies, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.

Child Protective Investigator

Manatee County Sheriff's Office
12.2015 - 03.2019
  • Interviewed children, members of families, medical personnel and law enforcement to gain valuable information for each case.
  • Conducted in-depth assessments to determine if children were safe from harm and abuse at home.
  • Documented all relevant information by filling out forms and completing case reports.
  • Assessed each child's unique needs and coordinated delivery of appropriate services and resources.
  • Devised and implemented safety plans for children suspected as victims of abuse or neglect.
  • Provided expert testimony in court hearings, contributing to informed decisions on child welfare matters.

Emergency Dispatcher

Manatee County Emergency Communications
09.2013 - 12.2015
  • Processed medical, fire and police 911 calls using IAED Protocols, EMD, EFD and EPD.
  • Streamlined information gathering from callers, allowing for quicker decision-making and resource allocation.
  • Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.

Emergency Dispatcher

Manatee County Sheriff's Office
03.2012 - 09.2013
  • Processed emergency and non-emergency calls using IAED Protocol, EPD.
  • Improved response times by prioritizing and efficiently managing emergency calls.
  • Effectively managed stressful situations, maintaining a calm demeanor while providing crucial support to both callers and first responders.
  • Provided life-saving assistance with medical emergencies over the phone, guiding callers through proper procedures until help arrived.

Emergency Dispatcher

Anderson County Sheriff's Office
07.2010 - 03.2012
  • Improved response times by prioritizing and efficiently managing emergency calls.
  • Scanned suspects with NCIS per police requests to determine criminal and driver history, vehicle registration information and license status.
  • Collaborated closely with law enforcement agencies to ensure timely responses to incidents requiring police intervention.
  • Monitored Police and Fire radios to provide assistance to responding personnel.
  • Dispatched and coordinated emergency services teams according to high-priority calls.

Education

Bachelor of Science - Homeland Security / Public Safety Administration

State College of Florida
Bradenton, FL
05-2015

Skills

  • Quality assurance
  • Quality processes
  • Data analysis
  • Mentoring and training
  • Call monitoring
  • Collaboration and communication
  • Report analysis
  • ACE certified in EMD, EFD and EPD

Certification

  • Certified in IAED Protocols: Emergency Medical Dispatch, Emergency Fire Dispatch and Emergency Police Dispatch
  • Proficient in AQUA Software
  • CPR Certified

Software

Aqua

Microsoft Excel

Timeline

Quality Assurance Analyst

Priority Dispatch Corp.
08.2018 - Current

Child Protective Investigator

Manatee County Sheriff's Office
12.2015 - 03.2019

Emergency Dispatcher

Manatee County Emergency Communications
09.2013 - 12.2015

Emergency Dispatcher

Manatee County Sheriff's Office
03.2012 - 09.2013

Emergency Dispatcher

Anderson County Sheriff's Office
07.2010 - 03.2012

Bachelor of Science - Homeland Security / Public Safety Administration

State College of Florida

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Sharon Ogle