Summary
Overview
Work History
Education
Skills
Timeline
Generic
Stephanie Ramirez

Stephanie Ramirez

Tucson

Summary

Seasoned transportation management professional with extensive experience overseeing dispatch and reservations operations in a paratransit environment. Proven ability to lead teams, analyze performance data, and implement service improvements that enhance efficiency and customer satisfaction. Adept in ADA compliance, route optimization, workforce planning, and public relations. Known for strong leadership, problem-solving, and a commitment to ensuring high-quality, accessible transportation services for seniors, and individuals with disabilities. Seasoned Public Safety Supervisor with broad knowledge in coordinating emergency response plans and managing security operations. Strengths include strategic planning, crisis management, team leadership and policy enforcement. Demonstrated impact through implementation of effective safety policies, enhancing public safety awareness and optimizing resource utilization for maximum public protection.

Overview

14
14
years of professional experience

Work History

Dispatch/Scheduling Manager

Sun Van
Tucson
10.2023 - Current
  • Oversee daily operations of the Dispatch and Reservations departments to ensure compliance with performance standards and customer service goals.
  • Directly manage and support scheduling and dispatch supervisors, ensuring optimal productivity and service delivery.
  • Monitor and analyze operational and call center data to identify trends, resolve issues, and recommend improvements.
  • Handle and resolve customer complaints with professionalism, contributing to a positive rider experience.
  • Conduct public relations and represent the company in addressing service inquiries and concerns.
  • Trained in Paracutter and Trapeze software systems to assist with scheduling, shift bids, and routing for drivers.
  • Responsible for day-to-day service operations, workforce planning, and aligning shift schedules to meet projected passenger demand.
  • Maintain full understanding of ADA requirements and ensure paratransit operations meet accessibility standards and legal compliance.
  • Apply strategic thinking to address operational challenges, enhance service quality, and promote continuous improvement.

Dispatch Manager

Pima College Police Department
Tucson
02.2015 - 08.2023
  • Directed day-to-day operations of the 911 communications center, ensuring the efficient handling of emergency and non-emergency calls across police, fire, and EMS services.
  • Supervised, trained, and evaluated a team of dispatchers to maintain compliance with agency protocols, federal regulations, and public safety standards.
  • Implemented scheduling systems to ensure 24/7 coverage and rapid response capabilities during emergencies, disasters, and high-call volume periods.
  • Coordinated with law enforcement, fire departments, and EMS to streamline communication workflows and improve interagency response times.
  • Monitored performance metrics, incident response data, and call handling times to optimize center efficiency and identify areas for training or improvement.
  • Developed and enforced standard operating procedures (SOPs) and protocols to ensure consistent and high-quality service delivery.
  • Oversaw the use and maintenance of Computer-Aided Dispatch (CAD) systems, radio equipment, and emergency communication technology.
  • Handled critical incident management, including dispatch during major emergencies, system outages, and large-scale public safety events.
  • Acted as a liaison between the communications center and city or county leadership, providing reports, policy recommendations, and operational briefings.
  • Ensured compliance with state and federal mandates, including HIPAA, CJIS, and FCC regulations.

911 Dispatcher

Pima County Sheriffs Department
Tucson
10.2011 - 09.2020
  • Received and prioritized emergency calls for police, fire, and medical services.
  • Operated radio systems to communicate with first responders during emergencies.
  • Maintained accurate logs of all dispatch communications and incidents reported.
  • Provided clear instructions to callers in distress to ensure safety and support.
  • Coordinated multi-agency responses during critical incidents for effective management.
  • Utilized computer-aided dispatch systems to track units and manage resources efficiently.
  • Trained new dispatchers on protocols, procedures, and system operations effectively.
  • Assisted in developing training materials to enhance skills of dispatch staff routinely.
  • Handled emergency phone calls calmly and obtained pertinent information with composed approach.
  • Used radio, telephone and computer system to update first responders with new information.
  • Utilized multi-line telephone system to answer inquiries from the public regarding emergencies, non-emergencies, police services.
  • Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
  • Dispatched police officers and emergency personnel to calls for service.
  • Ensured that all policies and procedures were followed in accordance with local laws and regulations governing 911 services.
  • Coordinated activities between multiple agencies during emergency situations.
  • Communicated effectively with individuals having mental health issues while dispatching crisis intervention teams.
  • Assisted departments with special requests for assistance and BOLOs.
  • Maintained contact with field units via radio or telephone; monitored their safety and progress of their assigned tasks.
  • Researched criminal history data utilizing law enforcement databases; provided necessary information to officers in the field.
  • Responded promptly to requests for assistance from law enforcement personnel in the field.
  • Entered pertinent information into computer aided dispatch system; maintained detailed records of all dispatched calls.
  • Performed administrative duties such as scheduling shifts for other dispatchers, updating training materials and preparing performance reviews.

Education

RPL Certification - Workforce Planning & Shift

APCO International
04.2023

Skills

Incident management and command

  • Emergency communication and preparedness
  • CAD system operation
  • Team leadership and building
  • Scheduling efficiency
  • Customer service and support
  • Conflict resolution strategies
  • Effective communication skills
  • Critical thinking and problem-solving
  • Public safety management
  • Background in law enforcement
  • Multitasking abilities

Timeline

Dispatch/Scheduling Manager

Sun Van
10.2023 - Current

Dispatch Manager

Pima College Police Department
02.2015 - 08.2023

911 Dispatcher

Pima County Sheriffs Department
10.2011 - 09.2020

RPL Certification - Workforce Planning & Shift

APCO International

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