Travel
Shauna Lombardi
Rochester,NY
Summary
Professional with strong background in emergency communication and crisis management. Skilled in rapid decision-making, effective communication, and critical thinking under pressure. Known for collaborative approach, adaptability, and consistent reliability. Proficient in multi-tasking, problem-solving, and maintaining composure in high-stress environments.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Dispatcher
University of Rochester
09.2023 - Current
- Contributed to a safer community by consistently prioritizing and triaging incoming calls based on urgency.
- Collaborated with other public safety agencies during joint operations, ensuring effective communication and resource allocation.
- Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
- Fielded 911 emergency and non-emergency calls and determined level of support that was needed for response.
- Handled sensitive information with discretion, adhering to confidentiality guidelines and protecting privacy rights.
- Maintained detailed records of all dispatched events, providing documentation necessary for reporting purposes.
- Monitored alarm systems and closed circuit televisions to dispatch appropriate police response to intrusions and trouble indicated alarms.
- Maintaining composure and respect during high stress situations.
- Reduced errors in communication through strict adherence to established protocols and guidelines for radio transmissions.
- Strong amount of organization and attention to detail.
- Requires the use and understanding of Microsoft office for various tasks and record keeping.
- Follow predetermined procedures for high risk areas of the hospital and high risk events such as HAZMAT, fire, and flood responses.
Customer Experience Manager
Michaels
05.2008 - 09.2023
- Coordinate and organize events for store
- Manage class scheduling process for multiple teachers
- Promote various events encourage class sign ups and party bookings as well as set up, prepare and run events
- Promote framing sales and floral department, make floral arrangements, and submit large floral orders for events.
- Train incoming team members
- Clean and organize multiple areas of store, and event space
- Maintain cash drawers and inventory counts
- Manage scheduling of employees breaks and meals and coordinate with others and delegate work tasks to various employees
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Organization, attention to detail, strong communication, and good customer service were necessary
Dispatcher I
City of Rochester
01.2016 - 10.2022
- Handled high-pressure situations calmly and professionally, successfully managing multiple calls simultaneously during peak hours.
- Maintained accurate records of all incoming calls, ensuring thorough documentation for future reference and analysis.
- Enhanced emergency response times by efficiently gathering and disseminating critical information to first responders.
- Built rapport with callers, establishing trust and facilitating the collection of vital information needed for appropriate responses.
- Coordinated resources effectively during natural disasters, ensuring swift aid delivery to impacted communities.
- Monitored Fire radios to provide assistance to responding personnel.
- Dispatched and coordinated emergency services teams according to high-priority calls.
- Collaborated with fellow dispatchers to maintain a cohesive team environment, fostering seamless communication during emergencies.
- Assessed emergency requests and made quick judgment calls to determine appropriate action.
Valet
Dorschel Toyota
04.2015 - 01.2016
- Maintained cleanliness of work sites, parking spaces, and guest services stations.
- Built positive customer rapport for courteous, friendly and professional service.
- Demonstrated excellent driving skills, safely navigating through busy traffic conditions while transporting vehicles.
Reservations Agent
The DelMonte Hotel Group
08.2013 - 04.2015
- Manage incoming calls for reservations in a timely respectful manner
- Use computer-based booking system
- Developed strong relationships with travel agents and corporate clients, leading to increased referral business and repeat bookings.
- Sort and deliver mail to various corporate departments
- Print and assist in calculating monthly reports
- Use of Microsoft Excel to track market trends
- Work with revenue managers in a limited fashion to help gauge the business and need in the hotel market
- This position required good computer skills, math skills, organization, time management, and good verbal and written communication skills
Housekeeper
Comfort Suites
06.2013 - 08.2013
- Cleaned bedrooms, bathrooms and living spaces to comply with sanitation and hygiene standards.
- Followed daily cleaning schedule to prepare for arrival of guests and meet deadlines.
- Contributed to the hotel''s reputation for cleanliness and comfort by providing exceptional service to all guests.
- Inspected guest rooms, lobbies, and common areas to verify cleanliness and tidiness.
Hourly Associate
Panera Bread Company
08.2012 - 08.2013
- Balanced multiple tasks simultaneously during busy periods while still delivering exceptional customer service experiences.
- Maintained tidy and organized work area to comply with cleanliness standards.
- Collaborated with fellow bakery staff members to streamline production processes and improve overall efficiency.
Hostess
Cracker Barrel
02.2013 - 06.2013
- Answered customer questions about hours, seating, and menu information.
- Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
Breakfast Attendant
Homewood Suites
12.2011 - 08.2012
- Operated kitchen equipment safely and efficiently, resulting in consistent quality of prepared foods.
- Displayed strong attention to detail when setting up buffet stations or cleaning the dining area after service.
- Contributed to a positive atmosphere by engaging in friendly interactions with both guests and coworkers alike.
Education
Bachelor of Science - Anthropology
Rochester Institute of Technology
Rochester, NY08-2024
Associate of Science - Emergency Communications
Monroe Community College
Rochester, NY05-2020
Associate of Science - Criminal Justice
Monroe Community College
Rochester, NY05-2020
Skills
- Customer service
- Data entry
- Decision-making
- Active listening
- Stress tolerance
- Time management
- Attention to detail
- Problem-solving
- Friendly, positive attitude
- Teamwork and collaboration
- Emergency Management
- Dependable and responsible
Accomplishments
- Chiefs letter of recognition for good teamwork and communication of pertinent information that led to illegal firearms and related accoutrement being removed from the community. Leading to the perpetuation of safety within the community.
- University of Rochester Trauma Award for good teamwork and communication, which led to quick response from emergency services and assisted in providing life saving medical care.
Certification
- Certified Public-Safety Telecommunicator (CPT) - Association of Public-Safety Communications Officials (APCO).
- Basic FEMA Training
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Art
Volunteer Work
Languages
English
Native or Bilingual
Quote
"Looking closer can make something beautiful."
Cynthia Lord
Work Preference
Work Type
Full TimeWork Location
On-SiteHybridImportant To Me
Career advancementWork-life balanceCompany CulturePersonal development programsHealthcare benefitsPaid sick leavePaid time offTimeline
Dispatcher
University of Rochester
09.2023 - Current
Dispatcher I
City of Rochester
01.2016 - 10.2022
Valet
Dorschel Toyota
04.2015 - 01.2016
Reservations Agent
The DelMonte Hotel Group
08.2013 - 04.2015
Housekeeper
Comfort Suites
06.2013 - 08.2013
Hostess
Cracker Barrel
02.2013 - 06.2013
Hourly Associate
Panera Bread Company
08.2012 - 08.2013
Breakfast Attendant
Homewood Suites
12.2011 - 08.2012
Customer Experience Manager
Michaels
05.2008 - 09.2023
Bachelor of Science - Anthropology
Rochester Institute of Technology
Associate of Science - Emergency Communications
Monroe Community College
Associate of Science - Criminal Justice
Monroe Community College
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