Customer Service Years Experience

A l i a s : [ k i s a a c s @ t r o y. e d u ] Ext: [706]905-7751

[Kimberley Isaacs]

Objective

To obtain a position with a progressive company with an opportunity for advancement that will

utilize my skills and offer me the opportunity to learn new ones.

Special Talents

• Over fifteen years world class customer service experience with face to face customers,

outbound/inbound calls, and written correspondence.

• Ten years experience training on the job, and in a class room setting.

• Ten years experience in management as a supervisor or lead in many job settings.

• Innovative problem-solver who can generate workable solutions and resolve complaints .

• Ability to multi-task many tasks, computer programs, phone’s and written procedures in order

to perform functions of a job accurately and with ease.

• Personable professional whose strengths include cultural sensitivity and an ability to build

rapport with a diverse workforce in multicultural settings.

• Computer-literate performer with extensive software proficiency covering wide variety of

applications.

• Exceptional listener and communicator who effectively conveys information verbally and in

writing.

• Enthusiastic, knowledge-hungry learner, eager to meet challenges and quickly assimilate new

concepts.

Professional Experience

Shift Supervisor – Ft. Benning E-911 Center, Eagle Systems, January 2010-Present

Responsible for supervising, and creating a schedule of two to three dispatchers in the E-911

•

Center.

• Performed all duties as a dispatcher as well as supervisor functions.

• Helped implement a Pass On Book with the other acting supervisors which has streamed lined

communication in the E-911 center from shift to shift.

• Assisted in new hire training in the E-911 center.

• Ensured that all logs, alarm test and radio checks were conducted on the shift.

• Reported all system problems to the proper channels and fixed those problems that I had

knowledge in repairing.

Alarm Monitor/Dispatcher – Ft. Benning E-911 Center,Eagle Systems August 2008-Present

• Monitor and log all Police radio traffic using the (COPS RTO) dashboard.

• Monitor alarm system signals that indicate location of fire or other emergencies.

• Answered 911 emergency and non-emergency calls

• Strong verbal communication with callers to gather pertinent information to determine the nature

of the call.

• Operate two way radio to dispatch police, fire, medical and other personnel and equipment.

• Relay instructions and information to responding agents and continually update situation

changes.

• Strong ability to remain calm, analyze situations, make decisions and solve problems.

• Cross-trained as a Desk Clerk where I inputted information into the Journal, answer calls, create

incidents in CAD, relay information to the Desk Sergeant and E-911 and other desk clerk

functions..

A l i a s : [ k i s a a c s @ t r o y. e d u ] Ext: [706]905-7751

Supervisor/E-911 Dispatcher – Middle Flint Regional E-911., August 2005 – November 2007

• Supervised a shift of six dispatchers in a seven county E-911 center.

• Assisted in the developing a training program of new hire employees that consisted of classroom

and on the job training.

• Worked multiple emergency incidents that were the result of natural disaster, major crime

incidents, and day to day emergencies.

• Remarkable ability to multi-task several radios, phone system, and computer system.

Skills

Typing-60 WPM; Medical Terminology; Excellent Verbal and Written Communication; Organized;

Microsoft Office; Fax Machine; Copy Machine; Internet Explorer; WINGAP; Problem Solving;

Prioritize Work for maximum efficiency; Customer Service; Multi-line phones; Mutli-tasking

Training/Certifications

POST Certified as a Communications Officer, GCIC Certified, Emergency Medical Dispatch

Certified, Criminal Gang Conference Certified, NIMS 100 and NIMS 700 Certified, CPR/First Aid

Certified, APCO Certified Communications Officer, HAZMAT Certified, Volunteer Fire Fighter I

Certified in GA; National Professional Qualifications Board as a Telecommunicator

Recognitions

Given an Award for Exceptional Service from Middle Flint Regional E-911 Center for assisting a

•

family at Christmas who’s presents were stolen.

Awarded from Middle Flint Regional E-911 Center for Going Above and Beyond for helping with

•

a major traffic incident in Stewart County when a log truck overturned and trapped the driver

underneath.

Awarded from Middle Flint Regional E-911 Center for Exceptional Service for working during a

•

large disaster when a tornado touch down in Americus, Ga. In March of 2007.

Contact this candidate