Vanessa Paez
Bridgeport,Connecticut
Summary
Dynamic and results-oriented professional with extensive experience in emergency and operational communications, notably with the Town of Ridgefield. Excelled in critical thinking and emergency protocol adherence, ensuring efficient incident management and team coordination. Proven track record in enhancing response times and operational efficiency, leveraging skills in NCIC database management and conflict resolution.
Overview
16
16
years of professional experience
Work History
Public Safety Dispatcher
Town of Ridgefield
Ridgefield, CT
11.2024 - Current
- Ensure rapid response to 911 calls with appropriate action.
- Managed communications with towing services to ensure timely dispatch.
- Handled emergency situations with efficiency and effectiveness under pressure.
- Ensured dissemination of necessary pre-arrival information for medical calls adhering to protocol.
- Coordinated seamless radio communications across Police, Fire, and EMS units.
- Recorded dispatch incidents involving Police, Fire, and EMS.
- Addressed public inquiries, complaints, and urgent situations.
- Utilized multiple radio bands and security cameras to identify and escalate critical traffic issues.
- Entered vital data into teleprocessing equipment promptly and accurately.
- Arranged overtime call-ins to ensure adequate communication operator coverage.
- Managed operations of COLLECT System and preserved certification status.
- Communicate updates to on-duty Police Supervisor, Fire and EMS personnel.
- Oversaw critical safety updates.
- Coordinated with surrounding law enforcement agencies.
- Coordinated operations among town offices, medical examiner, and fire marshal following departmental protocols.
Operations Supervisor
Norwalk Transit District
Norwalk, CT
01.2021 - 11.2024
- Oversaw transit system operations, including scheduling and route assignments for coach operators.
- Managed daily operational workflows and scheduling processes.
- Enters adjustments for sick leave, vacation, floating holidays, and administrative leave into time cards daily.
- Coordinated vehicle swaps with maintenance team as needed and communicated essential details via telephone 2-way radio.
- Coordinate scheduling for ADA service pickup rides.
- RouteMatch system.
Dispatch Supervisor
First Student
New Haven, CT
10.2019 - 01.2022
- Directs coordination of all bus routes and timetables.
- Guided drivers towards improved performance.
- Manages extensive phone and radio communications.
- Addresses driver complaints and coordinates with Operations Supervisor for resolution.
- Negotiated and managed contracts to optimize terms.
- Designed strategies to enhance efficiency in drop-off and pick-up processes.
- Oversees implementation of designated project tasks.
- Support daily operational supervision.
Tech Support Specialist
Benchmark Education Company
New Rochelle, NY
01.2015 - 09.2019
- Addressed all first-level technical support requests.
- Manages all inbound calls and chat inquiries.
- Triage all incoming tickets, classifies reported problem, and either routes to the appropriate team or resolves the ticket
- Ensures timely resolution to assigned tickets.
Call Center Specialist
Anthem Healthcare
Norfolk, VA
12.2008 - 11.2014
- Aided clients in understanding eligibility for provider contracts and insurance claims.
- Managed high volume inquiries about authorization for medical treatments.
- Leveraged deep understanding of pharmaceuticals, medications, injectables.
- Applied comprehensive knowledge of pharmacy regulations, rules, and operations to facilitate order submissions.
- Developed strong relationships with customers by providing personalized attention and services in a timely manner.
Education
Associate's degree - Liberal Arts & Sciences
CUNY Hostos Community College
Bronx, NYSkills
- Emergency communication
- Data entry
- Incident reporting
- Radio operation
- Emergency protocol adherence
- Critical thinking
- Team coordination
- Conflict resolution
- Decision making
- Attention to detail
- Time management
- Technical troubleshooting
- Prioritization skills
- Radio communications
- Emergency telephone response
- Call prioritization
- Flexible schedule
- NCIC database
- Safety protocols
References
References available upon request.
Timeline
Public Safety Dispatcher
Town of Ridgefield
11.2024 - Current
Operations Supervisor
Norwalk Transit District
01.2021 - 11.2024
Dispatch Supervisor
First Student
10.2019 - 01.2022
Tech Support Specialist
Benchmark Education Company
01.2015 - 09.2019
Call Center Specialist
Anthem Healthcare
12.2008 - 11.2014
Associate's degree - Liberal Arts & Sciences
CUNY Hostos Community College