Vanessa Arroyo
Manteca,CA
Summary
Detail-oriented advanced administrative professional with over 15 years of experience providing customer service, records management, training, and administrative support in fast-paced public safety and aviation environments. Seeking a Personnel Technician position where I have the ability to focus and leverage on my interests and experience maintaining confidential records, processing documentation, supporting employee onboarding and training, coordinating with multiple internal and external departments, and delivering exceptional customer service while ensuring accuracy, compliance, and organizational efficiency.
Overview
19
19
years of professional experience
Work History
Dispatch Telecommunicator II
City of Memphis Fire Department
Memphis, USA
08.2024 - Current
- Received and prioritized emergency 911 fire and EMS calls, dispatched units via CAD systems, and provided critical pre-arrival instructions to enhance response effectiveness during high-pressure incidents.
- Coordinated multi-agency responses, maintained accurate documentation, and ensured compliance with departmental protocols to facilitate effective emergency management.
Customer Service Agent
Signature Aviation
Memphis, USA
03.2023 - 08.2024
- Delivered high-level customer service to private and corporate aviation clients by coordinating ground services, processing flight requests, and ensuring a seamless arrival and departure experience.
- Managed communications between flight crews, ground support teams, and internal departments while maintaining safety and operational standards.
Customer Service Trainer
Southwest Airlines
01.2014 - 01.2019
- Provided frontline customer support to internal and external travelers, resolving issues and enhancing experience. Onboarded new employees (maintain and completed personnel records and ensure compliance) and assisted with training and coaching.
- Developed training curriculum for customer service representatives at a leading airline.
- Evaluated training programs to ensure compliance with industry standards and regulations.
Customer Service Agent
Southwest Airlines
01.2008 - 01.2014
- Provided frontline customer support by assisting passengers with ticketing, check-in, boarding, and baggage services in a fast-paced airport environment.
- Resolved customer concerns, ensured compliance with safety and security procedures, and delivered friendly, efficient service to enhance the travel experience.
Education
Some College (No Degree) - Business Administration And Management
Southwest Tennessee Community College
Memphis, TN 06.2021 -
Skills
- Customer relationship management
- Multi-agency coordination
- Stress tolerance
- Multi-line telephone systems
- Typing Certificate, 96 WPM & Data Entry Accuracy
- Administrative Experience
- Microsoft Word/Excel Application
- Clear and concise verbal communication
- Team collaboration
- Records management systems
- Data entry accuracy and speed
- Strong Organization & Time Management
- After-action reporting support
- High-volume call handling (met typing speed and timed call requirements every quarter)
- Problem-solving and critical thinking in dynamic environments
- Project Management Coordination
- Confidential Records Management
- Employee Onboarding Support
- Recruitment & Hiring Process Support
- Personnel File Maintenance
- Administrative & Clerical SupporT
- Report Preparation
Timeline
Dispatch Telecommunicator II
City of Memphis Fire Department
08.2024 - Current
Customer Service Agent
Signature Aviation
03.2023 - 08.2024
Some College (No Degree) - Business Administration And Management
Southwest Tennessee Community College
06.2021 -
Customer Service Trainer
Southwest Airlines
01.2014 - 01.2019
Customer Service Agent
Southwest Airlines
01.2008 - 01.2014