Eva Biddle

503-***-**** ad2x8l@r.postjobfree.com

SUMMARY:

Innovative administrative professional with strong administrative, customer service support and operational skills, with demonstrated success in emergency response, management, and business environments. An empowering administrator who supports organizational leaders and management for success. An influencer who thrives on tough challenges and translates visions and strategies into actionable, value-added goals. Broad experience working in emergency response and customer service organizations.

Proficiency in Microsoft Office: Word, Excel, and PowerPoint. Computer Aided Dispatch (CAD) programs. Computer Numerical Control program for manufacturing industry. Trained and experienced in Just Culture systems and personnel management.

Certified in Emergency Medical Dispatching (EMD) and Emergency Medical Dispatch Quality Assurance (EMD-Q) with the International Academies of Emergency Dispatch (IAED), CPR, First Aid, working toward completion of Google Coursera’s Project Management courses.

Exceptionally well-organized with an ability to work well under pressure, prioritize assignments and manage multiple tasks simultaneously.

Excellent leadership, mentorship, and coaching skills.

EXPERIENCE:

American Medical Response Communications Center 2006 - 2023

Chief Communications Supervisor 2019 - 2023

Responsible for policy setting, change management, employee support and mentorship, and recruiting and interviewing new staff.

Liaison with partner agencies on various quality and steering committees.

Investigated real-time incidents, both internal and from other departments, and followed up with commendation, counseling, or corrective action based on union guidelines.

Skilled in following Just Culture rubric for investigating and evaluating system and/or personnel risks.

Responsible for annual employee performance reviews

Team leader for shift supervisors and part time supervisors.

Led change management in many aspects of the Communication Center with a focus on mitigating the stress and disruption caused by the Covid-19 Pandemic.

During times of extreme short staffing, functioned as chief supervisor, line level communications shift supervisor, and a dispatcher as needed.

Development of new procedures and policies and maintained current policies.

Oversaw monthly scheduling.

Controller II dispatcher/Part-time Communications Supervisor/Trainer 2016 - 2019

Dispatched emergency and non-emergent calls.

Maintained system status plans for all counties in compliance with organizational policy.

Provided excellent customer service both to internal and external customers, trouble-shooting unique situations to make sure that all customers received the best service possible.

Mentored dispatchers and call takers.

Performed supervisory duties as needed.

Communications Shift Supervisor 2014 - 2016

Assisted, mentored, and directed dispatchers and call takers.

Provided counseling, commendations, and corrective action when appropriate and necessary. Worked closely with field operations to ensure the highest level of compliance and customer service.

Assisted Training Officer with training schedules and quality auditing.

Policy maintenance

Dispatched when staffing levels are low.

Maintained employee records.

Communications Training Officer 2012 - 2014

Mentored employees.

Set a standard of excellence for all communications employees.

Provided continuing education opportunities for all communications employees.

Tracked employee certifications and conducted new hire training.

Provided internal training for current employees and a resource for education and skill building within the communication center.

Controller II Dispatcher 2006 - 2012

Dispatched emergent and non-emergent calls for ambulance service.

Maintained system status plans for all counties to stay compliant per organizational policy.

Provided excellent customer service both to internal and external customers by trouble-shooting unique situations.

Employment History prior to 2006 available upon request

EDUCATION:

Portland State University – bachelor’s in psychology

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