Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Timeline
Generic

Tammy Paulson Richnafsky

Andover,MN

Summary

Team player with a strong analytical approach and a track record of operational efficiency. Experienced in training junior team members and ensuring compliance with government regulations. Proven ability to prioritize tasks and deliver route deliveries on time. Skilled in crisis communications and incident reporting. Adept at utilizing global positioning systems (GPS) for performance metric tracking. Highly organized professional with vast experience in the transportation industry. Adept at managing multiple tasks, resolving customer issues quickly, and providing accurate guidance to drivers. Possesses a strong ability to remain calm under pressure and prioritize tasks effectively.

Overview

30
30
years of professional experience

Work History

Medical Assembler II

Boston Scientific
Maple Grove, MN
11.2023 - Current
  • Understands and adheres to safety policies and practices
  • Responsible for quality and adheres to manufacturing process requirements, the Boston Scientific Corporation Quality Policy and the Strategic Quality Process (SQP)
  • Builds product by following all processes in which certified (in their most current revision), and completing other assigned work, while meeting manufacturing goals and metrics
  • Demonstrates and applies a solid understanding of Lean Manufacturing and related principles
  • Knows and applies flex strategy, rotates as necessary and works well with all group members, both within the team and cross-functionally
  • Maintains accurate records, including training files and shop floor paperwork (SFP)
  • Willingly participates in Shared Responsibility and continuous improvement teams
  • Understands and follows all BSC and site-specific policies and procedures
  • Responsible for attending and passing all required core BSC and site-specific training (i.e
  • QS Basics, RTK, Lean Training)
  • Performs routine functions of SAP specific to the area (i.e
  • E-kanban boards, issuing/de-issuing, confirmations)
  • Willing to become a Certified Back-Up Trainer (CBT) as determined by the supervisor
  • If acting as a CBT, responsible for training others and maintaining accurate training files for others
  • Actively involved in monitoring and maintaining accurate SFP

Rural Carrier Associate

USPS
Maple Grove, MN
09.2023 - 10.2023
  • Utilized organizational skills to prioritize tasks for successful completion of daily routes
  • Managed multiple tasks simultaneously while working independently or as part of a team
  • Developed an efficient route delivery system to ensure packages were delivered on time

Security Dispatcher

Allina Mercy Medical Center
Coon Rapids, MN
04.2023 - 06.2023
  • Utilized advanced computer software programs to monitor security cameras, dispatch officers and track incidents
  • Coordinated with local law enforcement agencies for mutual aid during large scale emergencies

Machine Operator/Pellet Charger

Federal Ammunition
Anoka, MN
05.2021 - 12.2022
  • Operated production machinery in a safe and efficient manner, while adhering to all safety protocols
  • Followed detailed instructions from work orders to complete assigned tasks correctly
  • Cleaned equipment and work area before, during, and after shift to promote sanitation
  • A majority of time spent sitting, standing or moving about depending on specific operation
  • Frequent reaching, handling, fingering and manual dexterity to assemble, operate, adjust, and inspect
  • Occasional bending and extension of arms at shoulder level
  • Occasional lifting, pushing and manipulating (waist and shoulder area) of objects weighing up to 35 pounds, with occasional lifting up to 50 pounds
  • Near vision to handle a large number of very small parts and to detect visual quality defects
  • Must have normal color vision and normal depth perception capability
  • Pellet Charger portion of job physical requirements:
  • All duties are done while standing
  • Frequent grip, pushing, pulling and exertion of downward pressure by arms and shoulders, bending of waist and reaching of upper arms and shoulders to force primer mix batches (weighing approximately 2 pounds) into charging plate holes
  • Extension of arms at shoulder level and rotation of shoulder and forearms to transfer pellets from charge plate to cups or shells
  • Manual dexterity and fingering to remove defects from charging plate
  • Occasional lifting, pushing and manipulating (waist and shoulder area) of objects weighing up to 10 pounds
  • Near vision to visually inspect cups and shells for defects
  • Must have normal color vision

Customer Service Representative

Randy's Electric
Brooklyn Park, MN
11.2020 - 04.2021
  • Maintained a high level of professionalism when dealing with difficult customers
  • Handled customer complaints and inquiries in a courteous and efficient manner
  • Provided exceptional customer service to ensure customer satisfaction
  • Answer incoming calls from clients and prospective customers in a courteous and professional manner
  • Listen to customer inquiries, concerns, and requests, providing accurate and helpful information
  • Assist with scheduling appointments and addressing customer inquiries regarding electrical services
  • Make proactive outbound calls to clients to share electrical services and schedule appointments
  • Maintain accurate records of outbound calls and follow-up activities
  • Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers

Radio Communications Operator

MN State Patrol
Roseville, MN
08.2020 - 11.2020
  • Ensured compliance with applicable laws and regulations regarding communications operations
  • Resolved customer complaints promptly through efficient troubleshooting methods
  • Displayed exceptional multitasking abilities while managing multiple tasks simultaneously
  • The first point of contact for residents, visitors and agencies seeking public safety services
  • Utilized excellent problem solving skills to quickly identify and resolve technical issues
  • Exhibited strong attention to detail when entering data into databases or spreadsheets
  • Maintained accurate records of all incoming and outgoing calls, messages, and transmissions
  • Exhibited proficiency in using computer software programs for data entry, tracking, and reporting purposes
  • Managed confidential information with discretion and professionalism
  • Employed effective listening techniques to accurately interpret customer needs
  • Demonstrated ability to deliver high-quality customer service in a fast-paced environment
  • Provided timely response to emergency situations with clear communication
  • Leveraged superior organizational skills to prioritize tasks efficiently

Tow Truck Dispatcher

Luther Collision & Glass Total Transport
Plymouth, MN
10.2019 - 07.2020
  • Ensured compliance with safety regulations when assigning tasks to drivers as well as monitored their performance on the job site
  • Monitored fleet availability to ensure that there were enough vehicles available for any given situation
  • Created detailed reports regarding all services rendered and ensured accuracy of data entry into the system
  • Demonstrated problem solving skills when faced with unexpected situations requiring quick decisions
  • Provided excellent customer service by responding promptly to phone calls, emails and other inquiries from customers
  • Answered questions from drivers regarding routes, destinations or other pertinent information related to their jobs
  • Performed administrative duties such as filing documents, generating invoices or preparing reports
  • Utilized computer software programs to keep records of tow truck dispatching, customer information and billing details
  • Successfully managed daily operations of a busy dispatch center, ensuring customer satisfaction and efficient response times
  • Resolved conflicts between customers and drivers in an amicable manner while maintaining professional standards at all times
  • Tracked vehicle maintenance schedules to minimize delays caused by mechanical issues or breakdowns
  • Efficiently dispatched tow trucks in accordance with established procedures while monitoring their progress on the road
  • Developed effective strategies for improving efficiency in dispatching activities through process mapping techniques
  • Developed strong relationships with customers to ensure accurate communication and prompt service
  • Maintained up-to-date knowledge of local roads, highways, traffic patterns, construction sites and accident locations for optimal routing of vehicles
  • Ensured that all paperwork was completed accurately according to company standards before releasing tow trucks from the yard
  • Maintained accurate records of all transactions and communications with customers
  • Processed payments from customers for various services rendered
  • Handled customer complaints in a professional manner resolving any disputes promptly
  • Monitored the progress of each call until completion ensuring customer satisfaction was met
  • Ensured compliance with federal and state regulations regarding safety standards for drivers providing roadside assistance services

Alarm Dispatcher

Wright Hennepin Electric
Rockford, MN
05.2019 - 07.2019
  • Highly experienced in operating radio equipment used for communicating with dispatchers and other personnel
  • Familiarity with applicable laws and regulations related to security system operations
  • Maintained close contact with local law enforcement agencies regarding any suspicious activities reported by customers
  • Able to provide support during times of high call volumes ensuring all calls are answered in timely manner
  • Proven ability to manage multiple incoming calls and prioritize tasks accordingly
  • Skilled in maintaining accurate records of dispatched alarms along with associated details such as time, date, location
  • Knowledgeable about industry standards pertaining to alarm operation safety protocols and procedures
  • Strong attention to detail with the capacity to remain calm under pressure while making sound decisions quickly
  • Developed effective strategies for monitoring alarm activity in order to promptly respond when needed
  • Adept at troubleshooting technical issues related to alarm systems and providing appropriate solutions

Medical Assembler I

Boston scientific
Maple Grove, MN
08.2018 - 04.2019
  • Assembled medical equipment and components with a high degree of accuracy and precision
  • Maintained records of production output, materials used, and quality control tests performed
  • Provided training sessions for new employees on proper use of machinery during assembly processes
  • Implemented best practices for assembling medical devices based on industry standards
  • Troubleshot problems during assembly using problem-solving skills
  • Collaborated effectively with team members in order to complete projects efficiently
  • Performed quality inspections on assembled products to ensure compliance with requirements
  • Organized work area and maintained cleanliness standards as required by safety regulations

Construction & Maintenance Dispatcher

CenterPoint Energy
Minneapolis, MN
05.2014 - 10.2018
  • Followed verbal and written instructions from supervisors
  • Worked collaboratively with teams of other construction workers
  • Assisted skilled tradesmen with their tasks on-site
  • Read site plans, instructions, and specifications to determine work activities
  • Responsible for scheduling and dispatching construction and maintenance crews to ensure timely completion of work orders
  • Responsible for maintaining records of work orders, equipment, and materials used, as well as ensuring compliance with safety regulations
  • Scheduling and dispatching drivers, work crews, vehicles, or equipment to appropriate locations according to predetermined schedules, customer requests, or immediate needs
  • Relaying information such as work orders or other messages to and from work crews, field inspectors, supervisors, or emergency personnel
  • Using telephones, two-way radios, or text messages to contact employees or emergency personnel
  • Speaking with supervisors or customers to resolve problems, requests for services or equipment
  • Preparing daily work schedules
  • Preparing work orders for crew or receiving work orders from work crews
  • Being in charge of communications within company assigned territories
  • Keeping and organizing work requests, customer requests, completed work requests, charges for work performed, expenses for services performed, inventory records and other information

Call Center Lead

CenterPoint Energy
Minneapolis, MN
04.2013 - 05.2014
  • Conducted regular one-on-one meetings with staff members to discuss individual performance and set goals for improvement
  • Implemented new processes designed to streamline workflow efficiency while improving quality assurance standards
  • Analyzed data from calls and other sources to identify areas of opportunity for process improvements within the department
  • Trained new hires on company policies and procedures related to call center operations
  • Coordinated with IT personnel to ensure that technology was functioning properly at all times
  • Performed quality control checks on each representative's calls as part of ongoing training initiatives
  • Oversaw the daily activities of the Call Center Department ensuring adherence to established protocols
  • Evaluated current processes within the department in order determine where improvements could be made
  • Mentored junior staff members on proper phone etiquette techniques and best practices when interacting with customers
  • Monitored daily performance metrics and provided feedback to employees regarding their progress
  • Managed a team of 10 Call Center Representatives, providing leadership and guidance to ensure customer service goals were met
  • Developed and implemented strategies to improve customer experience, resulting in increased customer satisfaction ratings
  • Resolved escalated customer inquiries in a timely manner by utilizing strong problem solving skills
  • Managed daily workflow, delegating tasks efficiently among team members
  • Assessed performance of team members through regular one-on-one meetings and feedback sessions
  • Created reports detailing call center performance including average handle time and first contact resolution
  • Trained agents on how to use phone systems, databases, software applications, tools and other resources effectively
  • Monitored quality assurance metrics for each representative to ensure compliance with standards set by the organization

Call Center Representative

CenterPoint Energy
Minneapolis, MN
01.2011 - 04.2013
  • Answered incoming calls promptly and professionally, addressing customer inquiries with empathy and understanding
  • Managed difficult situations calmly and effectively while maintaining a positive attitude towards customers
  • Proficiently handled high call volumes while maintaining quality service standards
  • Met performance goals and call center metrics in fast-paced performance setting
  • Answered calls, left voicemails, and scheduled follow-up calls to drive customer engagement
  • Used database system to record notes and call information
  • Demonstrated excellent communication skills by actively listening to customers, responding to their needs, and providing helpful solutions
  • Performed outbound calls to follow up on customer inquiries and account statuses
  • Followed established procedures during calls with customers

Customer Service Representative

ShopNBC
Eden Prairie, MN
11.1994 - 07.2012
  • Maintained a high level of professionalism when dealing with difficult customers
  • Handled customer complaints and inquiries in a courteous and efficient manner
  • Provided exceptional customer service to ensure customer satisfaction
  • Developed strong customer relationships and loyalty through effective communication
  • Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
  • Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships
  • Created an Online Auction Website that I managed
  • Worked with Vendors through our Dropship program and assisted with USPS, UPS and Fedex claims for customers missing packages

Education

Certification - 911 Communications

Anoka-Ramsey Community College
MN
03.2020

Skills

  • Daily Logs
  • Route Deliveries
  • Safety Inspections
  • Incident Reporting
  • Progress Tracking
  • Learning Strategies
  • Complex Problem-Solving
  • Critical Thinking
  • Public Service
  • Customer Needs Assessments
  • Global Positioning Systems (GPS)
  • Road Construction
  • Employee Performance
  • Service Dispatching
  • Analytical Approach
  • Hazardous Materials
  • Quality Assurance
  • Performance Metric
  • Quarterly Reviews
  • Crisis Communications
  • Government Regulations
  • Operational Efficiency
  • Telecommunications
  • Public Safety
  • Map reading abilities
  • Decision-Making
  • Emergency Assessment
  • Teamwork and Collaboration
  • Data Entry
  • Stress Tolerance
  • EMS Dispatch
  • Computer Skills
  • System Maintenance
  • Problem-Solving
  • Call Management
  • Works Well Under Pressure
  • Database Queries
  • Emergency Procedures
  • Crisis Management
  • Computer-based dispatch systems
  • Accuracy and Precision
  • Information documentation
  • NCIC Database
  • Customer Service
  • Information Gathering
  • Geographical knowledge
  • Logistics
  • Situational Awareness
  • Active Listening
  • Verbatim Transcription

Accomplishments

Accepted the American Red Cross Heroes Award after a CenterPoint Energy Employee had passed away and made every effort in the middle of the night to assist law enforcement in locating Next of Kin - 1/16/2015

Affiliations

  • I worked at many National Night Out events on behalf of CenterPoint Energy at the Big Lake Fire department informing the public on natural gas and carbon monoxide safety handing out brochures and safety item's to to children and also answering questions the customer's account had and making the time fun. I was invited back many times and was honored to be apart of Big Lake's National Night Out.

Timeline

Medical Assembler II

Boston Scientific
11.2023 - Current

Rural Carrier Associate

USPS
09.2023 - 10.2023

Security Dispatcher

Allina Mercy Medical Center
04.2023 - 06.2023

Machine Operator/Pellet Charger

Federal Ammunition
05.2021 - 12.2022

Customer Service Representative

Randy's Electric
11.2020 - 04.2021

Radio Communications Operator

MN State Patrol
08.2020 - 11.2020

Tow Truck Dispatcher

Luther Collision & Glass Total Transport
10.2019 - 07.2020

Alarm Dispatcher

Wright Hennepin Electric
05.2019 - 07.2019

Medical Assembler I

Boston scientific
08.2018 - 04.2019

Construction & Maintenance Dispatcher

CenterPoint Energy
05.2014 - 10.2018

Call Center Lead

CenterPoint Energy
04.2013 - 05.2014

Call Center Representative

CenterPoint Energy
01.2011 - 04.2013

Customer Service Representative

ShopNBC
11.1994 - 07.2012

Certification - 911 Communications

Anoka-Ramsey Community College

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Tammy Paulson Richnafsky