Wendi Hardin

911 Emergency Dispatcher/Supervisor

Carter County 911

Elizabethton, 37643

07.1997 - 06.2010

Updated records in the database regarding driver certifications or qualifications.
Developed policies for driver safety and customer service.
Investigated any accidents involving company vehicles.
Analyzed data from previous shipments to identify areas of improvement.
Coordinated communication between warehouse personnel, customers, and drivers via phone or radio transmissions.
Resolved customer complaints regarding shipment delays or damages promptly.
Implemented software solutions to streamline dispatch operations.
Managed a team of 20 dispatchers, providing guidance and support as needed.
Updated records in database with detailed notes about incidents including suspect descriptions, vehicle information.
Attended regular trainings sessions on new systems and technologies used within the dispatch center.
Provided pre-arrival instructions over the phone such as CPR and first aid instructions, fire evacuation procedures.
Provided support services for police officers in the field by locating addresses, researching suspects, running license plate numbers.
Gathered additional information from police officers at scene if necessary to complete report accurately.
Monitored multiple radio frequencies simultaneously while entering data into computer system.
Maintained contact with field units via radio, providing directions and assistance as needed.
Communicated effectively with other dispatch centers to coordinate resources when responding to large scale events.
Coordinated responses between multiple law enforcement agencies when necessary during multi-jurisdictional incidents.
Assessed callers' needs and dispatched appropriate personnel to respond to emergencies.
Verified caller identity before dispatching personnel to ensure safety of responders.
Performed quality assurance checks on recordings of 911 calls as required by department guidelines.
Utilized mapping software programs to plot locations of incidents quickly and accurately.
Acted calmly and professionally under pressure while making decisions in high stress situations.
Screened incoming calls for accuracy and completeness of information provided.
Identified priority calls based on severity of situation, urgency, or special circumstances.
Adhered strictly to departmental policies and protocols related to handling emergency communications.
Created incident reports detailing all pertinent information regarding each emergency call.
Routed non-emergency calls to appropriate departments or agencies when applicable.
Utilized proper telephone etiquette when speaking with callers in order to maintain a professional demeanor.
Received incoming calls from the public and determined the nature of the emergency.
Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
Dispatched police officers and emergency personnel to calls for service.
Used radio, telephone and computer system to update first responders with new information.
Assisted departments with special requests for assistance and BOLOs.
Took caller information, read associated computer information and documented vital details in call tracking and assignment system.
Handled emergency phone calls calmly and obtained pertinent information with composed approach.
Mitigated risks and emergency response delays by efficiently monitoring public safety field units.
Mentored junior team members and managed employee relationships.
Responded to emergency calls routed by automatic distribution system.
Researched vehicle, wanted and missing persons information.
Advised personnel about accidents, weather conditions or other hazards.
Provided guidance and direction to subordinates regarding job duties and responsibilities.
Monitored employee productivity levels on a regular basis to identify areas of improvement.
Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
Created new strategies for improving customer service standards within the organization.
Participated in recruitment efforts by interviewing prospective candidates for open positions.
Tracked progress on projects and provided timely feedback to staff members.
Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
Evaluated employee performance through periodic reviews and documented results accordingly.
Collaborated with other departments to coordinate workflow processes between teams.
Directed and supervised team of 15 employees in daily operations.
Resolved customer complaints in a timely manner while ensuring customer satisfaction.
Monitored employee productivity to provide constructive feedback and coaching.
Complied with company policies, objectives and communication goals.
Monitored employee attendance, addressing any punctuality or absenteeism issues.
Developed and maintained a safe working environment, adhering to all safety protocols and regulations.
Led weekly team meetings to discuss progress, address issues, and plan future actions.
Managed team of XX employees, ensuring high productivity and quality standards were met.
Coordinated with other department supervisors to ensure smooth workflow and project alignment.
Addressed and resolved interpersonal conflicts within the team, maintaining a harmonious work environment.
Negotiated with vendors and suppliers to secure advantageous terms and pricing.
Fostered a positive and motivating work environment, leading to an increase in team morale.
Responded to customer questions regarding products, prices and availability.
Resolved customer complaints and issues promptly, ensuring customer satisfaction and loyalty.
Prepared and presented reports on team performance, challenges, and achievements to senior management.
Conducted regular performance evaluations, providing constructive feedback and setting individual goals.
Streamlined workflow processes, reducing project completion times.
Implemented new operational procedures, increasing efficiency.
Implemented quality control measures, significantly reducing error rates.
Trained new employees on company policies, job duties, and performance expectations.
Identified needs of customers promptly and efficiently.
Displayed strong telephone etiquette, effectively handling difficult calls.
Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
Monitored operations and reviewed records and metrics to understand company performance.
Set specific goals for projects to measure progress and evaluate end results.
Wrote and submitted reports on industry trends, prompting managers to develop business plans.
Maintained positive working relationship with fellow staff and management.
Oversaw quality control to identify inconsistencies and malfunctions.
Worked closely with human resources to support employee management and organizational planning.
Analyzed key performance indicators to identify effective strategies.
Tracked project schedules and encouraged teams to complete tasks on time while staying on budget.
Determined consumer needs to provide products and services appealing to larger market.
Evaluated needs of departments and delegated tasks to optimize overall production.