Summary
Overview
Work History
Education
Skills
Certification
Languages
Affiliations
References
Timeline
Generic

Yessenia Morgan

Menifee,California

Summary

Compassionate and outgoing bilingual Senior Advisor with 7+ years of experience in emergency response, elder care, and health services communication. Skilled in dispatch operations, crisis intervention, and remote support for vulnerable populations; including individuals with dementia, Alzheimer's, and other physical/mental health needs. Proven ability to train teams, manage sensitive calls, coordinate with: dispatch, Adult Protective Services, and other healthcare providers. Certified in EMD, EPD, CSA, CPR, and Excel. Seeking leadership role as a health administrator or care coordinator where my skills and passion can help improve the company and the future of healthcare.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Health Service Response Senior Advisor

Best Buy Health
Carlsbad
02.2018 - 09.2025
  • Adhered to strict IAED protocols while following HIPPA guidelines, and practicing call control, empathy, and life-saving instructions.
  • Multi-tasked by communicating on multiple screens, dispatching, reviewing GPS coordinates, and providing clear and proper documentation on incidents, while providing call control techniques and empathetic skills.
  • Coordinated with 911 dispatchers and public safety agencies
  • Utilized mapping software to geo-locate callers and dispatch appropriate assistance
  • Led strategic initiatives to enhance patient care and operational efficiency.
  • Collaborated with cross-functional teams to implement new health services.
  • Provided expert advice on regulatory compliance and best practices.
  • Assisted in developing policies and procedures for providing high-quality customer service.
  • Helped resolve problems by addressing problems analytically and with real-world data.
  • Conducted hands-on training sessions to enhance employee skills and knowledge.
  • Collaborated with management to identify training needs within the organization.
  • Recommended changes or improvements in existing training processes as needed.
  • Assessed emergency situations quickly to determine appropriate response protocols.
  • Provided guidance to callers during emergencies while maintaining calm communication.
  • Maintained accurate records of all incoming calls, including time received, caller's name and address, type of incident reported, response units dispatched and other pertinent information.
  • Managed multiple tasks simultaneously while remaining focused under pressure.
  • Attended training sessions as required to maintain proficiency in job duties and stay up-to-date on new policies and procedures.

Receptionist

Vista Gardens Memory Care
Vista, CA
07.2017 - 07.2018
  • Received training to work with dementia and Alzheimer's patients.
  • Developed strong relationships with clients based on trust and respect.
  • Engaged clients in social activities to promote mental stimulation.
  • Provided companionship and emotional support to elderly clients.
  • Redirected clients with memory issues, providing safety guidance protection.
  • Communicated effectively with family members about client needs and well-being.
  • Reported concerns to Caregivers and Nurses to promote optimal care.
  • Followed security procedures, issued visitor badges, monitored logbooks, and reported irregularities.
  • Respected the privacy, dignity and confidentiality of each client served.
  • Created and documented monetary spreadsheets via Excel.
  • Directed clients to appropriate personnel to address concerns, resolve complaints, or answer account-related questions.
  • Delivered administrative support to team members, including making copies, sending faxes, organizing documents, and rearranging schedules.
  • Scheduled and confirmed appointments using Outlook Calendar.
  • Assisted Caregivers and Residents as needed.
  • Greeted visitors, assessed needs, and directed to appropriate personnel.
  • Provided emotional support during end-of-life transitions.
  • Recognized emergencies and notified paramedics and family members.
  • Supported clients in making decisions that were consistent with their values and wishes.
  • Encouraged social interaction between clients and their families.
  • Assisted in organizing recreational activities to promote physical and mental well-being of the elderly.
  • Helped clients communicate with loved ones by typing written messages, calling loved ones, and relaying verbal messages.

Education

Forensic Psychology

Southern New Hampshire University
Hooksett, NH

High School Diploma -

Rancho Verde High School
Moreno Valley, CA
06-2010

Skills

  • Bilingual (Spanish, English)
  • Emergency Dispatch Support (EMD, EPD, CPR, OUTEC Certified)
  • Elder Care and Mental Health Support
  • Crisis Communication and De-escalation
  • HIPAA Awareness and Sensitive Data Handling
  • Senior Advocacy (CSA Certified)
  • Staff Training and Mentoring
  • Call Center / Remote Agent Support
  • Scheduling & Logistics
  • Microsoft Excel Certified
  • 50 WPM
  • Multi-tasking

Certification

  • IAED EMD
  • IAED EPD
  • IAED OUTEC
  • Dispatch Directed CPR
  • CSA
  • Microsoft Excel: The Basics
  • Microsoft Excel: Beyond the Basics

Languages

English
Native/ Bilingual
Spanish
Native/ Bilingual

Affiliations

  • Volunteer for AYSO 820 Region Soccer team certified: 8U Referee, Team Manager, Treasurer, Safe Haven, CDC Concussion Awareness, SafeSport, and in Sudden Cardiac Arrest

References

References available upon request.

Timeline

Health Service Response Senior Advisor

Best Buy Health
02.2018 - 09.2025

Receptionist

Vista Gardens Memory Care
07.2017 - 07.2018

Forensic Psychology

Southern New Hampshire University

High School Diploma -

Rancho Verde High School

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