Toni Hodges
Solgohachia,United States
Summary
Over 5 years of experience managing customer service teams in fast paced environments. Proven success in customer service operations management, customer service training, complaint resolution, and customer retention. Skilled in identifying customer needs and providing excellent customer service solutions. Experienced 911 Dispatcher with 10+ years of experience providing emergency and nonemergency assistance to callers in a high pressure environment. Thoroughly assessed callers’ situations, determined appropriate responses, and dispatched necessary services. Adeptly managed radio communications with field units and maintained accurate records of all calls. Utilized a variety of computer systems to quickly obtain and evaluate caller information. Established and maintained productive relationships with police, fire, medical, and other emergency personnel. Regularly evaluated and provided feedback on performance of emergency personnel. Consistently maintained a high level of professionalism and worked to ensure the safety of callers and responding personnel.
Overview
1
1
Certification
Work History
Customer Service Manager
Wal-Mart
- 5+ years of experience in customer service management
- Ability to work independently and in a team environment
- Highly organized and able to manage multiple tasks simultaneously
- Demonstrated success in meeting customer service goals and objectives
- Proven track record of resolving customer complaints quickly and effectively
911 Dispatcher
Police Department, City of Conway
- 10+ years of experience as a 911 Dispatcher
- Responsible for handling emergency and nonemergency calls from the public
- Skilled in utilizing computerized dispatch systems to assign police, fire, medical and other emergency personnel
- Proficient in multitasking, prioritizing and problem solving
- Adept at communicating with both calm and distressed callers
- Established record of providing emergency services to all callers in a timely manner
- Skilled in gathering and analyzing data to determine the best response to a call
- Experienced in data entry and documentation of caller information
Education
Diploma -
Wonderview High School
Hattieville, AR05.1991
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University of Arkansas Community College
Morrilton, ARUniversity of Central Arkansas
Conway, AR01.1992
Skills
- Detail oriented
- Strong desire meet deadlines and resolve problems in a timely manner
- Ability to remain calm and focused under stress
- Ability to multi-task
- Quick learner with a strong drive to excel in my job Eager to constantly improve and grow by learning new skills and knowledge
- Able to work a flexible schedule
- Commitment to efficiency, responsibility
- Issue resolution techniques such as using persuasive negotiation techniques to solve problems
- Ability to make informed decisions as it relates to a particular problem by gathering accurate information
- Excellent interpersonal skills
- Ability to maintain strict confidentiality
Certification
- ACIC Certification
- Arkansas Crime Information Center
- Required yearly Certification in my job as a police dispatcher for the City of Conway
- NCIC Certification
- National Crime Information Center
Timeline
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University of Arkansas Community College
Customer Service Manager
Wal-Mart
911 Dispatcher
Police Department, City of Conway
Diploma -
Wonderview High School
University of Central Arkansas
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