Shelby Paul
Pittsburgh,PA
Summary
- Experienced with emergency call handling, rapid decision-making, and effective communication. Utilizes multitasking skills to manage high-stress situations and dispatch services efficiently. Track record of maintaining composure, ensuring clear communication, and providing reliable support to emergency responders.
- Committed professional with a solid history of accomplishment in helping people handle emotionally-charged, life-threatening and dangerous situations. Knowledgeable about dispatch procedures and policies.
- Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
- Diligent concierge with solid background in providing exceptional guest services. Proven experience in enhancing guest satisfaction through attentive and personalized service. Demonstrated effective communication and problem-solving skills.
- Service-oriented hospitality professional with track record of ensuring guest satisfaction and maintaining high standards. Known for strong focus on teamwork and achieving results, adaptable to changing needs. Expertise in managing guest requests and resolving issues with positive attitude.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Patient and Family Concierge
UPMC Children's Hospital of Pittsburgh
Pittsburgh, PA
10.2025 - Current
- Provided exceptional customer service, addressing patient and family needs promptly and effectively.
- Assisted families in navigating hospital resources, enhancing overall experience during visits.
- Collaborated with medical staff to facilitate timely communication regarding patient inquiries and services.
- Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.
- Maintained front desk's concierge book to provide visitors with access to relevant local information.
- Managed a variety of tasks simultaneously, maintaining professionalism and efficiency under pressure.
- Contributed to a positive work environment by maintaining a professional demeanor at all times.
911 Telecommunicator - Assistant Supervisor
Wayne County Office of Emergency Services
Goldsboro, NC
08.2021 - 08.2025
- 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.
- Coordinated with first responders to dispatch units efficiently during emergencies.
- Operated multi-line phone systems to receive emergency calls and assess situations.
Sales Associate
Once Upon A Child Franchise
Goldsboro, NC
10.2019 - 08.2021
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
Shampoo Assistant
Dawns Hair Design
Pittsburgh, PA
10.2017 - 09.2019
- Recommended items to consumer with consideration for customer's personal preferences.
- Performed shampoo and conditioning treatments on clients daily.
- Provided exceptional customer service by greeting clients warmly and addressing inquiries promptly.
- Collaborated with team members to improve overall client experience and service offerings.
Education
High School Diploma -
South Park Senior High School
South Park Township, PA05-2019
Certification - Nursing Assistant
Steel Center Career And Technical Education
Pittsburgh, PA05-2019
Skills
- Emergency management
- Stress and Patience Tolerance
- Typing speed
- Map reading
- Radio frequencies monitoring
- Call prioritization
- Public safety awareness
- Computer skills
- CPR and First Aid
- Active listening
- Telephone etiquette
- Documentation
- Critical thinking
- Multitasking Abilities
- Customer service
- Effective problem solving
- Guest services
- Excellent multitasking
- Hospitality
- Exceptional communication
Certification
- NCIC - Expired December 2025
- APCO - Expired December 2025
- EPD - Valid through May 2027
- EFD - Valid through June 2026
- EMD - Expired January 2026
- CTO - Expired December 2025
- Basic TC - Expired December 2025
Timeline
Patient and Family Concierge
UPMC Children's Hospital of Pittsburgh
10.2025 - Current
911 Telecommunicator - Assistant Supervisor
Wayne County Office of Emergency Services
08.2021 - 08.2025
Sales Associate
Once Upon A Child Franchise
10.2019 - 08.2021
Shampoo Assistant
Dawns Hair Design
10.2017 - 09.2019
Certification - Nursing Assistant
Steel Center Career And Technical Education
High School Diploma -
South Park Senior High School