Customer Service Quality Assurance

ADRIENNE J. KELLUM

**** ******** ***** ( Aurora, Illinois 60504

630-***-**** ( abtsb2@r.postjobfree.com

RECEPTIONIST ( ADMINISTRATIVE ASSISTANT ( CUSTOMER SERVICE REPRESENTATIVE

Dedicated professional with extensive experience seamlessly managing high-

volume of telecommunications, communications, administrative, customer

service, and information management tasks in high-pressure and fast-paced

environment seeking challenging role utilizing advanced skills and

capabilities.

. Facilitate seamless front- and back-office operations, expertly managing

time, priorities, and multiple tasks.

. Scale rapidly fluctuating needs and demands, quickly adapting to and

assessing new situations.

. Maximize quality and accuracy of work, using superior professionalism,

discretion, and attention to detail.

. Increase efficiency and productivity, identifying ways to continually

improving organization and processes.

. Build strong rapports with parties on all levels, communicating

effectively with people from all backgrounds.

. Work with minimal or no supervision, going above and beyond to

consistently exceed expectations.

Multitasking ( Interpersonal Communication ( Writing & Editing ( Scheduling

( Calendar Management

Time Management ( Data Entry ( Quality Assurance ( Security ( Service

Optimization ( Process Improvements

Independent & Team Work ( Conflict Management ( Training ( Public Speaking

& Education ( Presentations

PROFESSIONAL EXPERIENCE

WOODRIDGE POLICE DEPARTMENT (WPD), Woodridge, Illinois ( 1990 - 2011

Telecommunications Officer & 911 Dispatcher ( 1998 - 2011

Responded to, prioritized, and dispatched all 911 emergency and non-

emergency calls; utilized Computer Aided Dispatch (CAD) system, Net RMS,

Enterprise, CJCIS, CLEAR, and Premier ATM programs. Managed walk-in traffic

in lobby when records department was closed. Monitored all radio traffic on

state police radio, local police and public works channels, DECERN, as well

as all security cameras in booking, front lobby, and front and rear parking

lots. Compiled and disseminated all confidential arrest paperwork through

SOS and Leads system according to state and federal policies. Entered all

hot files data into law enforcement agency systems. Entered all traffic

tickets into NETRMS system. Entered all service calls into CAD system.

Developed CD/DVD recording of booking camera, phone traffic, and radio

traffic for use by officers in court. Created and maintained all contact

information for all local businesses. Presented to and gave guided tours

for local community groups.

Achievements:

. Drove continuous improvements in efficiency and effectiveness of center

operations, completing monthly training assignments, and providing input

for enhancements; 95 training courses and certificates completed.

. Ensured maximum quality of all calls taken during previous and current

shifts, providing QA and daily quality checks via RMS.

. Optimized shift coverage at all times, strategically scheduling and

coordinating personnel.

. Rewrote and enhanced communications manual, and authored new business

sheet for dissemination to local business for afterhours emergency

keyholder information.

. Honored with ~40 awards and honors from WPD and community for

extraordinary service, performance, and contributions in emergency and

non-emergency situations including Chief Citation.

Additional Highlights:

. Honed talents for multitasking and thoroughly monitoring numerous phones,

radio traffic channels, messages, internal alarms, cameras, faxes, and

jail cells simultaneously.

. Handpicked to serve as Lead Trainer for all new hires.

. Contributed actively to ensuring adherence with state mandated anti-

racial profiling requirements, compiling and reporting on warning ticket

statistics.

. Assisted teaching at Citizens Police Academy with regards to

Communications Operations.

ADDITIONAL HISTORY WITH WPD

Community Service Officer ( 1991 - 1998

. Wrote non-criminal reports on incidents, aided booking procedures, and

took fingerprints.

. Maintained continuous interaction with public while responding to calls

for service.

. Adhered to all animal control procedures including maintaining lost/found

book, reports for wildlife calls, wildlife relocation license paperwork,

and educating school children on proper care of animals.

. Oversaw vehicle maintenance and all first aid supplies for police

department and fleet.

. Aided traffic control and victim transport at disaster scenes.

ADRIENNE J. KELLUM ( Page 2 ( abtsb2@r.postjobfree.com

Records Assistant ( 1990 - 1991

. Organized and edited police reports, and traffic and parking tickets.

. Administer database containing all police reports.

. Managed monies, reports, fingerprints, and animal releases.

. Fielded phone calls regarding records and reports.

. Provided courts and insurance companies with copies of police reports.

. Performed data entry of 911 information.

. Cross-trained in dispatch.

NOTE: Left WPD due to lay-offs associated with consolidation of dispatch

center. Seeking role in line with professional expertise 2011 - Present.

EDUCATION

Certification in Telecommunications Operations, Schaumburg, Illinois

Train the Trainer - Telecommunications Officer, APCO, Arlington Heights,

Illinois

Criminal Justice Coursework, College of Du Page, Glen Ellyn, Illinois

Science & Veterinary Technician Coursework, Penn Foster College, Online

Course

TECHNICAL SKILLS

MS Word, Outlook & Excel (basic)

AWARDS & HONORS

Chiefs Citation - Telecommunications Unit Award

All American Fitness Award

Thank You Letter - Drug Trafficker Arrest

Thank You Letter - Assist in Murder Investigation - FIAT

Letter of Recognition - Apartment Fire

Certificate of Commendation - Fleeing Suspects / Stolen Vehicle

Letter of Recognition - Strong Armed Robbery

Letter of Recognition - Unresponsive 1 Month Old / DOA

Letter of Recognition - Home Invasion

Letter of Recognition - Hazardous Material Spill

Letter of Recognition - Suicidal Subject (involved several police

departments and counties)

Letter of Recognition - Hit and Run Vehicle VS Pedestrian / Child

Letter of Recognition - Retail Theft Suspect Apprehension / Child Struck by

Vehicle

Complimentary Letter - Pat Reynolds L.W.F.D. F.A.S.T. Team Assistant

Training Coordinator

Thank You Letter - Oak Brook PD - Assistance with Triple Fatal Accident

Letter of Recognition - Electrical Thunderstorm Affected 911 lines

/computer - Comm. Center Was Down

Letter of Recognition - Thunderstorm Took Out All Communications in Comm.

Center

Letter of Recognition / Commendation - Retail Theft / Pursuit

Thank You Letter - Check Well-Being of Caller's Brother

Officer's Letter of Recognition - Thunderstorm Took out Communications at

Comm. Center

Letter of Appreciation - Foot Pursuit

Thank You Letter - BOPC Member Department Tour

Letter of Appreciation - Man with Gun

Certificate of Appreciation (x3) - Illinois Special Olympics Law

Enforcement Torch Run

Complimentary Letter - Illinois Special Olympics Law Enforcement Torch Run

Letter of Appreciation - Microburst - Wall Collapse at Kmart

Letter of Appreciation - Assist in Communications Center

Thank You / Appreciation Letter (x3) - Vehicle Lockout

Thank You / Appreciation Letter -Willow Creek School - 1st Grade Class -

Animal Education

Letter of Recognition (x2) - Assist in Communications Center

Thank You Letter - Mary Queen of Heaven Church - Vehicle Lockout

***Full list of 95 training courses and additional certificates available

on request***

ADRIENNE J. KELLUM

3143 Portland Court ( Aurora, Illinois 60504

630-***-**** ( abtsb2@r.postjobfree.com

Dear Sir or Madam:

Dedicated to quality, precision, and customer satisfaction, I am seeking to

apply my diverse talents honed as a first point-of-contact for the

Woodridge Police Department to secure a challenging position contributing

actively to ongoing organizational success. Both analytical and intuitive,

I am an expert at rapidly adapting to situations in order to extract the

unique needs and desires of customers, and align them with the optimal

services to help them meet their specific goals. The recipient of nearly 40

honors and awards for my performance in emergency and non-emergency

settings, I have continually been recognized for my professionalism,

discretion, and problem solving abilities. Highly effective at working

quickly and accurately in high-pressure fast-paced situations on an

independent basis, I have consistently generated and maintained the trust

and confidence of customers, colleagues, and the community in my integrity

and the services I provide.

Some examples of highlights throughout my career with the Woodridge Police

Department are:

. Driving continuous improvements in the efficiency and effectiveness of

911 center operations, completing monthly training assignments, and

providing input for enhancements; 95 training courses and certificates

have been completed.

. Ensuring the maximum quality of all calls taken during previous and

current shifts, providing QA and daily quality checks via the RMS.

. Rewriting and enhancing the communications manual, and authoring a new

business sheet for dissemination to local business for afterhours

emergency keyholder information.

. Honing my talents for multitasking and thoroughly monitoring numerous

phones, radio traffic channels, messages, internal alarms, cameras,

faxes, and jail cells simultaneously.

. Being handpicked to serve as the Lead Trainer for all new hires, and

assisting teaching at the Citizens Police Academy with regards to

Communications Operations.

Confident I will be an excellent addition to your organization as well, I

am enclosing my resume, which contains more detailed information on my

professional history and achievements. Please review it, and contact me at

your earliest convenience. Thank you for your time, and I look forward to

your reply.

Sincerely,

Adrienne J. Kellum

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