Taylor Baker
Killeen,TX
Summary
Resilient Emergency Communications Specialist known for high productivity and efficient task completion. Prior supervisory experience and skilled in crisis communication and emergency response coordination. Excel in stressful situations using critical thinking, adaptability, and clear communication to navigate complex emergencies effectively. Committed to continuous learning and teamwork to enhance safety and response outcomes.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Emergency Communications Specialist
Bell County Communications
Belton, Texas
07.2021 - Current
- Provide emergency communications and dispatch services for law enforcement across Bell County, processing high volume 911 and emergency calls in a high stress environment.
- Dispatch and coordinate emergency response resources while maintaining accurate and critical information for first responders.
- Train and mentor several employees, helping develop their knowledge of policies, procedures, call taking, dispatch operations and radio communications.
- Participated in specialized training and conferences including HEART 911, APCO, and upcoming Tactical Dispatch training.
- Responded to and supported communications operations during critical incidents including officer-involved shootings, manhunts, and other high-risk events.
- Maintained composure and sound judgment in rapidly changing situations involving multiple agencies, priorities, and competing demands to ensure effective emergency response.
- Built positive working relationships with agencies served by communications center through professional communication and outreach, enhancing collaboration during emergencies.
- Recognized for teamwork, leadership, and workplace engagement, including Employee of the Quarter recognition and a Telecommunicator Week teamwork award.
- Received over 120 formal recognitions for performance, teamwork, customer service and contributions to the organization.
Help Desk Supervisor
Blackboard Student Services
Killeen, TX
12.2019 - 02.2021
- Supervised a team of approximately 15 employees, providing daily leadership, coaching, performance management and operational support.
- Managed a high volume IT support environment serving students, faculty, and staff across higher-education institutions including Ivy League institutions such as Yale University and Stanford University.
- Conducted quality assurance reviews of calls and chats, identifying performance trends and providing individualized coaching and feedback.
- Completed employee evaluations and performance reviews while setting expectations and supporting employee development.
- Provided ongoing coaching and mentorship to improve employee performance, customer service and adherence to established procedures.
- Successfully transitioned and supervised a fully remote team during the COVID 19 pandemic, maintaining productivity, communication, accountability and service levels during a significant operational change.
- Served as a point of escalation for complex customer and technical issues, exercising sound judgment and problem solving skills to resolve concerns efficiently.
- Collaborated with management and other departments to address operational issues, improve processes and maintain consistent service delivery.
- Balanced employee needs and organizational expectations while maintaining accountability, professionalism and a positive team environment.
Recruiting and Retention Specialist
Blackboard Student Services
Killeen, TX
01.2019 - 12.2019
- Supported recruiting and hiring efforts, including candidate screening, interviews and selection of qualified applicants.
- Conducted initial candidate screenings and evaluated applicants based on qualifications, communication skills and organizational needs.
- Assisted with new hire onboarding and helping employees transition successfully into their roles.
- Maintained accurate documentation related to hiring, onboarding and personnel matters.
- Worked closely with management to identify staffing needs and support recruitment efforts.
- Progressed into a supervisory role, ultimately overseeing approximately 15 employees and taking on additional responsibility for performance management, coaching, evaluations and team operations.
Subject Matter Expert
Teleperformance-Enterprise Account
Killeen, TX
04.2017 - 12.2018
- Provided high-volume customer service and reservation support for Enterprise Rent-A-Car, assisting customers with reservations, rental inquiries, account questions and issue resolution.
- Managed a fast paced call environment while maintaining accuracy, professionalism and strong customer service under time constraints.
- Quickly developed expertise in Enterprise systems, policies, and procedures and became a Subject Matter Expert (SME) within approximately six months.
- Served as a resource for coworkers by answering questions, assisting with difficult calls and providing guidance on procedures and system processes.
- Supported team performance by sharing knowledge and helping newer employees develop confidence and proficiency in their roles.
- Consistently demonstrated adaptability and the ability to learn complex systems and procedures quickly in a high volume call center environment.
- Recognized for strong performance, customer service and willingness to take on additional responsibilities.
- Guided Enterprise account agents on complex customer inquiries and policy clarification.
- Resolved escalated cases for the Teleperformance Enterprise account through detailed account knowledge.
- Trained new hires on client procedures, call handling and service standards.
Education
Some College (No Degree) - Homeland Security And Emergency Management
Central Texas College
Killeen, TXSome College (No Degree) - Criminal Justice
Sam Houston State University
Huntsville, TXSkills
- Emergency Communications
- Critical Incident Response
- Crisis Management
- Crisis Communication
- Quality Assurance
- Multi Agency Coordination
- Problem Solving
- Leadership & Supervision
- Training & Coaching
- Employee Relations
- Staffing Coordination
- Conflict Resolution
Accomplishments
- Employee of the Quarter
- Teamwork Award TC Week
Certification
- Basic Instructor
Timeline
Emergency Communications Specialist
Bell County Communications
07.2021 - Current
Help Desk Supervisor
Blackboard Student Services
12.2019 - 02.2021
Recruiting and Retention Specialist
Blackboard Student Services
01.2019 - 12.2019
Subject Matter Expert
Teleperformance-Enterprise Account
04.2017 - 12.2018
Some College (No Degree) - Homeland Security And Emergency Management
Central Texas College
Some College (No Degree) - Criminal Justice
Sam Houston State University