Taylor Smith
Elon,NC
Summary
Thorough Quality Assurance Specialist with 5 years experience in the 911 Dispatch industry. Excellent resource management and allocation skills with outstanding communication, organizational and time management talents. I am focused on growing in the Emergency Communications Field.
Overview
13
13
years of professional experience
1
1
Certification
Work History
911 Quality Assurance Specialist
Alamance County Central Communications
08.2022 - Current
- Reviewed emergency and non-emergency calls to ensure protocol compliance utilizing AQUA Software
- Developed, implemented, and updated policies/procedures to meet quality standards.
- Provided regular performance reviews to telecommunicators on call processing
- Ensured compliance with industry standards by staying up-to-date on relevant standards and guidelines, implementing necessary changes to maintain conformance.
- Assist with scheduling and Operation Manager's duties when absent
- Fill in as Telecommunicator or CTO as needed
- Keep track of ProQA updates and training call takers on changes
- Meet with Medical Director and Fire User Group to review changes made to ProQA or issues as they arise
- Attend Peer Review meetings with other public service agencies
- Participate in County Wide scenario trainings.
- Collected and analyzed data to measure effectiveness of quality control processes.
911 Telecommunicator/CTO
Alamance County Central Communications
08.2019 - 08.2022
- Maintained accurate records of all incoming calls, ensuring thorough documentation for future reference and analysis.
- Received emergency and non-emergency calls and utilized response prioritization in order to effectively dispatch units such as police, fire, and EMS
- Relayed latest information to first responders ia electronic means, telephone calls, and radio responses
- Read system maps and caller information
- Performed duties in accordance with applicable standards, policies, and regulatory guidelines to promote safe working environment
- Trained new employees
- Maximized caller safety by providing clear instructions for emergency situations.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Built rapport with callers, establishing trust and facilitating the collection of vital information needed for an appropriate response.
- Contributed to the development of new training materials for incoming 911 Telecommunicators, improving overall team preparedness.
- Guided callers through medical emergencies using pre-arrival instructions, stabilizing patients until help arrived on scene.
- Utilized DCI modules 1-3 for law enforcement agencies
Service Coordinator
Home Instead Senior Care
03.2018 - 08.2019
- Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
- Oversaw scheduling for 80-100 clients and caregivers
- Hire and train new caregivers
- Maintain accurate records in compliance with government and agency guidelines
- Answer multi line phone system
- Perform drug test and background checks on new caregivers
- Managed a high volume of client requests, ensuring timely and effective service delivery.
- Established strong relationships with clients through regular follow-ups, keeping them informed about progress updates regarding their services requested or concerns raised.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Fill in as CNA when needed
Administrative Assistant
Alliance One Financial
09.2017 - 02.2018
- Managed filing system, entered data and completed other clerical tasks.
- Answered multi-line phone system, routing calls, and delivering messages to staff
- Monitored supervisor's work calendar and scheduled appointments
- Developed and updated spreadsheets and databases to track, analyze, and report on insurance sales and policies
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
Sales Associate
Boot Barn
02.2017 - 12.2017
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Provided positive first impressions to welcome existing, new, and potential customers
- Helped customers locate products and checked store system for merchandise
- Answered customer questions regarding sizing, accessories, and proper care for merchandise
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Managed efficient cash register operations.
- Prepared merchandise for sales floor by pricing or tagging.
- Listened to customer needs and desires to identify and recommend optimal products.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
Switchboard Operator - Student Job
Elon University
06.2012 - 12.2016
- Operated switchboard and routed incoming calls to appropriate departments.
- Managed high volume of calls during peak hours, maintaining composure under pressure while efficiently handling each caller''s needs.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Documented messages and forwarded to correct individual
- Answered calls from multi-line phone system on first ring and engaged customers with friendly, professional demeanor
- Maintained accurate records of calls placed and received.
Education
Bachelor of Science - Business Administration: Public Administration
Liberty University
Lynchburg05-2026
Master of Arts - Human Services Counseling: Health And Wellness
Liberty University
Lynchburg01-2020
Bachelor of Arts - Psychology
Elon University
Elon01-2017
Skills
- Quality assurance
- Detail-oriented
- Multitasking and Time Management
- Confidentiality and Data Protection
- Problem-solving skills
- Decision-making
- Team collaboration
- Customer service
- Documentation and reporting
- Establishing and enforcing policy
- Strong Organizational Skills
Accomplishments
- 2021 Call Star within Alamance County Central Communications
- 2021 NENA Communications Center Employee of the Year
- 2020 Call Star within Alamance County Central Communications
Certification
- EMD - Q (Emergency Medical Dispatch)
- EFD - Q (Emergency Fire Dispatch)
- EPD - Q (Emergency Police Dispatch)
- EMT - Basic
- CTO (Certified Training Officer)
- DCI Modules 1-3
- Mental Health First Aid
- CPR/AED Certification
- ENP in progress
Timeline
911 Quality Assurance Specialist
Alamance County Central Communications
08.2022 - Current
911 Telecommunicator/CTO
Alamance County Central Communications
08.2019 - 08.2022
Service Coordinator
Home Instead Senior Care
03.2018 - 08.2019
Administrative Assistant
Alliance One Financial
09.2017 - 02.2018
Sales Associate
Boot Barn
02.2017 - 12.2017
Switchboard Operator - Student Job
Elon University
06.2012 - 12.2016
- EMD - Q (Emergency Medical Dispatch)
- EFD - Q (Emergency Fire Dispatch)
- EPD - Q (Emergency Police Dispatch)
- EMT - Basic
- CTO (Certified Training Officer)
- DCI Modules 1-3
- Mental Health First Aid
- CPR/AED Certification
- ENP in progress
Bachelor of Science - Business Administration: Public Administration
Liberty University
Master of Arts - Human Services Counseling: Health And Wellness
Liberty University
Bachelor of Arts - Psychology
Elon University
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