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Tia Carter
Dispatcher/911 Operator
Springfield,MA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
2
2
Certifications
1
1
Language
4
4
years of post-secondary education
Work History
Dispatcher/911 Call Taker
American Medical Response, AMR
Springfield, MA
06.2017 - Current
- Closely monitored dispatch board to triage and prioritize over daily calls.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Entered patient demographic and insurance data into electronic medical record system.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
- Assisted callers in emergency situations with appropriate information and support.
CNA
Pioneer Valley Homecare Services
Springfield, MA
10.2012 - 06.2017
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
CNA
Glenmeadow Retirement
Longmeadow, MA
04.2015 - 01.2017
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
Direct Care Worker
Mental Health Association
Springfield, MA
07.2011 - 12.2016
- Kept clients engaged in social networks and communities for personal health and growth.
- Documented vitals, behaviors, and medications in client medical records.
- Determined specific needs and provided most appropriate level of services for patient well-being.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
Education
Bachelor of Science - Healthcare Management
Elms College
Chicopee, MA 09.2019 - Current
High school diploma -
Early College High School
Skills
Client-focusedDocumentationAbility to multitaskCustomer service (4 years)
Leadership
Organization
Time management
Attention to detail
Interpersonal
Computer
Dispatching field personnel
Prioritizing calls
Customer Relations
Excellent Communication
Flexible and Adaptable
Decision-Making
Problem-Solving
Verbal and written communication
Coaching
Certification
CPR/First Aid
Additional Information
- Authorized to work in the US for any employer
Software
Timeline
EMD
07-2024
CPR/First Aid
07-2023
Bachelor of Science - Healthcare Management
Elms College
09.2019 - Current
Dispatcher/911 Call Taker
American Medical Response, AMR
06.2017 - Current
CNA
Glenmeadow Retirement
04.2015 - 01.2017
CNA
Pioneer Valley Homecare Services
10.2012 - 06.2017
Direct Care Worker
Mental Health Association
07.2011 - 12.2016
High school diploma -
Early College High School