LASHELL CROWNOVER

MIDWEST CITY, OKLAHOMA *****

405-***-**** ad4wc8@r.postjobfree.com

Dedicated and fast learner as a Customer Service professional with over 25 years’ experience with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. SKILLS

• Time Management

• Troubleshooting and Resolution

• Order Processing

• Analytical expertise

• Account Management

• Data Entry

• Hospital and Fire Dispatching

• Smartsheet

• Proficient Microsoft Applications

• Customer Resolution

• Meetings Facilitator

• Interpersonal and Customer Experience

• Organizational Skills

• Verbal and Written Communication Skills

• Inventory Control

• Fleet Motive

• Survey123

• Call Center/Work from Home Experience

WORK HISTORY

CHLOETA FIRE

Communication Specialist // OKC, OK February 2024 - Present

• Maintain communication with field units during periods of operation and cross communicate situational developments to center supervisory and management personnel.

• Broadcast National Weather Services (NWS) alerts to affected areas and personnel.

• Upkeep center communication log and track all incoming and outgoing communication efforts.

• Assist in creating documentation and plans that support the Incident Command System (ICS) processes for responses.

• Distribute automated calls as required.

• Use radio systems, and other communication devices to maintain contact with field crews.

• Answer incoming telephone traffic, check and forward voicemails to appropriate personnel.

• Make all travel and lodging arrangements as requested after ensuring they are approved and within budget limits.

• Prepare travel itineraries and distribute travel arrangements and schedules to all appropriate personnel.

• Obtains approval from center management for travel requests and expenses that exceed established limits.

• Manage and track travel expenses, including invoices, receipts, credit card statements, credit card authorizations.

• Record and distribute meeting minutes.

• Provide customer support and service scheduling as required.

• Maintain accountability of assigned equipment.

• This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice. CHLOETA FIRE

EMERGENCY DISPATCH SHIFT LEAD// OKC, OK // DECEMBER 2023 to February 2024

• Ensure day-to-day processes are met.

• Collaborate with managers and supervisors on day-to-day processes and readiness results.

• Ensuring all fires are monitored and recorded for internal and external data sources.

• Ensure readiness for fire activity and potential response needs.

• Maintains communication with field units during response situations via Mobile Tornado or handheld radios.

• Monitors and maintains internal resources and personnel tracking to maintain a constant state of readiness for responses.

• Monitors and distributes Fire Weather reports daily.

• Create Mission Ready Packages (work orders) for field units and follow up with progress reports as needed.

• Logs and tracks communication reports, credit card usage and expenses, resource assignments and other administrative tasks as needed.

• Helping with setting up lodging requests as needed, booking travel as needed.

• Ensure morning and evening meetings are done daily; capturing all minutes as required and distributed to all attendees. Shift Lead/Supervisor Meetings as required.

• Ensure all training documents are current and up to date and in adherence as needed.

• Assists in creating documents and plans that support the Incident Command System (ICS) process for responses.

• Daily communication via radio and telephone calls daily. CHLOETA FIRE

EMERGENCY SERVICE DISPATCHER // OKC, OK // March 2023 to PRESENT

• Monitors internal and external data sources for fire activity and potential response needs.

• Maintains communication with field units during response situations.

• Monitors and maintains internal resources and personnel tracking in order to maintain a constant state of readiness for responses.

• Monitors and distributes Fire Weather reports daily.

• Create Mission Ready Packages (work orders) for field units and follow up with progress reports as needed.

• Logs and tracks communication reports, credit card usage and expenses, resource assignments and other administrative tasks as needed.

• Helping with setting up lodging requests as needed.

• Assists in creating documents and plans that support the Incident Command System (ICS) process for responses.

• Updates the Resource Status Tracker as necessary.

• Daily communication via radio and telephone calls daily.

• Ensuring logs are maintained as needed daily.

OU Health Communications Dispatch Monitor System Tech II// OKC, OK //Jan 2021 to March 2023

• Point of contact through which information is received and disseminated from Dispatchers to Maintenance

• Maintained work log of maintenance requests, Pest control and work order processing.

• Enhanced productivity by guaranteeing timely emergency response with no service delivery issues.

• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.

• Proved successful working within tight deadlines and fast-paced atmosphere.

• Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire and EMS while tracking data in real- time environments.

• Handled over 200 house calls per day.

• Increased customer satisfaction by resolving issues.

• Resolved problems, improved operations and provided exceptional service.

• Used coordination and planning skills to achieve results according to schedule.

• Delivered services to customer locations within specific timeframes. OptumRx Health Plans Telecommute Senior Analyst/Auditor // OKC, OK // August 2011 to November 2020

• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.

• Developed and maintained quality assurance procedure documentation.

• Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.

• Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.

• Completed audit papers by thoroughly documenting audit tests and findings.

• Managed over 100 customer calls per day.

• Identified clear connections between policies and business results to eliminate or reduce confusion and help employees achieve goals.

• Analyze and identify trends and provide feedback and reports to reduce errors and improve claims.

• Trained agents as needed.

• Researched issues related to claims processing to identify origins and implement corrective solutions.

• Provided high level of professionalism when speaking with customers or responding to emails to promote company's dedication to service.

• Increased audits by 15 percent with 98% quality scores OptumRx/CS Advocate Call Center // OKC, OK // October 2008 to August 2011

• Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.

• Met customer call guidelines for service levels, handling time and productivity.

• Adhered to company policies and scripts to consistently achieve call-time and quality standards.

• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

• Explained Medicare Part D policies and procedures.

• Resolved 99% of customer complaints and ensures customer satisfaction.

• Engaged in learning and development opportunities to promote continued performance improvement.

• Consistently maintained 99% customer service satisfaction ratings through quality control and retention.

• Boosted customer service satisfaction ratings through consistent quality control.

• Processed debit and credit card and electronic check payments EDUCATION

Diploma

Wright Business School // Oklahoma City, OK // September 1994 High School Diploma

Emerson High School // Oklahoma City, OK // July 1992

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