Tewanna Canterbury
Loganville,GA
Summary
Proven EMT Dispatcher and Emergency Medical Technician at Guyana Fire Service, adept in CRM Software and demonstrating exceptional empathy. Enhanced operational efficiency and patient care, achieving high customer satisfaction levels. Skilled in teamwork and problem-solving, consistently exceeded performance metrics, contributing significantly to departmental success.
Overview
6
6
years of professional experience
Work History
EMT Dispatcher
Guyana Fire Service
01.2021 - 11.2021
- Evaluated patient vital signs and status to determine care needs using pulse oximeters and electronic vital sign machines.
- Conducted equipment and vehicle checks to maintain continuous and safe operation.
- Maintained a clean and organized ambulance, ensuring optimal readiness for emergency calls.
- Managed inventory of medical supplies, ensuring adequate stock levels for effective emergency response.
- Coordinated with treatment center personnel to obtain patients' vital statistics and medical history.
- Conducted patient intake and triage procedures.
- Provided patient families with post-medical care instructions.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of Number fleet vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Processed invoices and payments for dispatched orders to provide proof of transaction.
- Ensured compliance with local, state, and federal regulations related to emergency communications.
- Facilitated smooth transitions between shifts by properly documenting unresolved calls and ongoing incidents.
- Monitored vehicle locations to coordinate timely arrivals.
- Scheduled and organized delivery routes.
- Answered phone calls and responded to customer emails.
- Coordinated logistics for field units, optimizing routes for faster response times.
Chat Support Representative
Teleperformance
08.2022 - 05.2024
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
- Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
- Collaborated with team members to share best practices for handling complex inquiries and improving overall performance.
- Achieved high levels of customer satisfaction by consistently meeting or exceeding response time targets.
- Demonstrated flexibility in adjusting work hours or assisting with additional tasks during peak periods, contributing to overall team success.
- Utilized CRM systems proficiently for tracking customer interactions, updating records, and managing follow-up actions as necessary.
- Maintained extensive knowledge of company policies, procedures, and offerings to effectively address customer needs.
- Expedited issue resolution with efficient multitasking and prioritization of multiple chat conversations simultaneously.
- Exceeded established KPIs related to response time, resolution rate, and overall quality scores in chat support metrics.
- Provided feedback on common user issues, collaborating with cross-functional teams on potential improvements for future releases or updates.
- Managed timely and effective replacement of damaged or missing products.
- Maintained up-to-date knowledge of product and service changes.
- Created and maintained detailed database to develop promotional sales.
- Met customer call guidelines for service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
- Cross-trained and provided backup support for organizational leadership.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
Emergency Medical Technician
Guyana Fire Service
01.2018 - 12.2020
- Enhanced patient care by efficiently assessing and addressing medical emergencies in high-pressure situations.
- Improved patient outcomes by administering appropriate treatments based on thorough assessments of vital signs, physical conditions, and medical histories.
- Dispensed medications and monitored patient reactions.
- Performed medical tests and collected samples for laboratory analysis.
- Responded to 911 calls for medical emergencies.
- Administered CPR, oxygen and other life-saving medical treatments.
- Assisted with lifting and moving patients.
- Fostered strong relationships with local community organizations to support health and safety initiatives, increasing public trust and engagement.
- Utilized advanced communication equipment to coordinate effectively with team members and other emergency services, optimizing operational efficiency.
- Enhanced patient survival rates by promptly providing life-saving interventions during critical emergencies.
- Collaborated with law enforcement and fire department personnel to secure accident scenes, enhancing operational safety for all involved.
- Adapted to challenging and diverse environments, from urban settings to remote areas, ensuring high-quality care regardless of location.
- Reduced on-scene time by implementing efficient triage and treatment strategies, enabling quicker transport to medical facilities.
- Improved patient reassurance and cooperation during emergencies by employing excellent interpersonal and communication skills.
- Conducted detailed patient assessments to identify medical needs, ensuring tailored and effective treatment plans.
- Advanced patient comfort during transport by employing proper handling techniques and providing emotional support as needed.
- Contributed to a positive work environment by providing mentorship and support to new EMTs entering the field.
Education
President's College
Georgetown Guyana Bachelor's - Software Engineering
Staffordshire University
United Kingdom Skills
- Quick Typing
- Language Fluency
- Empathy Display
- Performance Tracking
- CRM Software
- Up-selling techniques
- Regulatory Compliance
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Problem-solving skills
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Calm and Professional Under Pressure
- Reliability
- Excellent Communication
- Computer Skills
- Understanding Customer Needs
- Customer service excellence
- Organizational Skills
- Team Collaboration
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Decision-Making
- Problem Resolution
- Customer Relations
- Microsoft Office
- Call center experience
- Data Entry
- Task Prioritization
- Product Knowledge
- Customer Relationship Management
- Analytical Thinking
- Work Prioritization
- Professionalism
- Issue and Complaint Resolution
- Money handling abilities
- Interpersonal Communication
- Account Reconciliation
- Quality Control
- Administrative and Office Support
- Resourcefulness
- MS Office
- Record-keeping
- Time management abilities
- Written Communication
- Quality Assurance
- Billing Procedures
- Customer Data Confidentiality
- Customer Retention
- Policies and Procedures Adherence
- Medical terminology knowledge
- Customer Relationship Management (CRM)
- Document and Records Management
- Call Center Operations
- Data Management
- Customer Account Management
- Customer service orientation
- Policy Adherence
Timeline
Chat Support Representative
Teleperformance
08.2022 - 05.2024
EMT Dispatcher
Guyana Fire Service
01.2021 - 11.2021
Emergency Medical Technician
Guyana Fire Service
01.2018 - 12.2020
President's College
Bachelor's - Software Engineering
Staffordshire University
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