Manager Customer Service

**** ****** **** ***** ~ Orlando, Florida *****

Dianne L. Thurman (Mobile) 407-***-****

*******@***.***

OBJECTIVE

•Versatile, highly motivated, and results-driven communications professional seeking

opportunity to enhance productivity by utilizing management /supervisory techniques and

innovative ideas to a progressive company offering challenge and growth.

HIGHLIGHTS OF QUALIFICATIONS

Twenty-Five years of progressive responsibility and expertise in

•Managerial/Supervisory Skills, Developmental Skills, Interpersonal Skills, Organizational

Skills, Customer Service, Multi-Tasking Skills, Training Skills Excellent Problem Solving

Skills, Served as the Assistant Terminal Agency Coordinator-FDLE, Analytical and Managing

critical situations with minimal direction.

Achievements

•Served a total of twenty-five years, 5 years as a manager for the Orange County Sheriff's

Office Communications Section effectively supervising well over 190 employees.

Served as the Communications Training Manager for a total of three years, assisted with

employee interviews, working closely with the Human Resource Department.

Provided assistance as a subject matter expert for the 2003 Communications Promotional

Process. Helping to identify the best possible candidates’.

•Completed and graduated from the Southern Police Institute's Command Officers

Development Class of 2003

•Completed and graduated from Florida Department of Agriculture and Consumer Services

Division of Licensing, obtain a Class "D" Security Officers License 2006

PROFESSIONAL EXPERIENCE

ORANGE COUNTY SHERIFF'S OFFICE, COMMUNICATIONS, Winter Park, Florida 1980 – 2006

Communications Manager (2001-2006)

•Managed 911 center with over 190 personnel answering 911 telephone lines 24 hours a day.

Communications Supervisor (1991-2001)

•Overseeing the communications operational floor.

Assistant Squad Leader (1989-1991)

•Assisted the communications supervisor with overseeing the operational floor.

Communications Dispatcher (1984-1989)

•Perform verbal, written and multitasking skills.

Teletype Operator (1983-1984)

•Running and dispatching vehicle tags, wanted persons, missing persons, and stolen articles

through FCIC/NCIC to include coordinating information between law enforcement agencies.

911 Call taker (1980-1982)

Handle all incoming emergency and non-emergency lines, TDD line and language line,

Geographical understanding of the county.

EDUCATION

Union Area High School, New Castle, Pa. (1976)

Graduated (GED) Orlando Vocational Technical Institute (1986)

Southern Police Institutes Command Officers Development Course (2003)

Public Relations Mass Communication Law

Business & Professional Communication Organizational/Interpersonal

Communication completed professional development classes in areas such as Budgeting and

Training, Instructor Techniques Class, as well as numerous other classes and certificates

throughout twenty-five years of service.

COMPUTER KNOWLEDGE

Excel, Word, TDD, Internet Access, Windows 98 etc., Power Point, Quick Books,

Tiburon CAD System, Portable Radio Matrix, Critical-(Personnel Testing Software),

ADORE-(Automated Observation Report and Evaluation Software), ARS-(Automated

Reporting System), RMS-(Records Management System), Scanners, Calculator, E-mail

COMMUNITY INVOLVMENT

Red Cross (Shelter Manager) – Providing shelter and food during a catastrophic event.

CERT (Communications Emergency Response Team) Team Leader, coordinating.

American Cancer Society- Relay 4-Life Events

Dream Lift- Chaperone disabled children

Volunteer Campaign Administrative Assistant during election

Shop with a Cop- For underprivileged children

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