Customer Service Training/Dispatch Manager
Resume:
Deletrice McCracken-Dugger
District Heights, Maryland 20747
**********@*******.***
Public Trust Clearance
Objective: Seeking a position that will allow me to maximize the use of my supervisory, quality assurance and training, and consultant knowledge in Public Sector of Safety and Labor Education.
Summary of Qualifications:
oOutstanding performances in management and training.
o911 Specialist and Consultant
oCustomer Service Manager
oHandle difficult decisions in stressful situations.
oPublic Trust issue September 2017
Homeland Security (Contractor) Public Trust September – January 2018
Answer the phone for facilities-related issue
Serve as a primary point of contact for departmental personnel
Assist with coordinating responses for facilities problems, complaints
emergencies, special events or other facility issues or operations.
Schedule different conference room and vehicles.
Work as a customer Service Representative
Input information into Maximo for ticket information
Utilize Access systems to store information for reports
Utilize Microsoft Office to enter information from employees
Assist employees with information in reference the different buildings
Prince Georges County Public Schools (PGCPS) Sept 2014-Present
Crossland High School and Central High School
Work as a permanent Substitute Teacher (Food and Nutrition, Financial Literacy for Teens
Assist Public Schools students in all subjects
Consistently work with students that have IEP’s
Maintain class room volumes and order.
Assist students with problems in a classroom setting.
Mentor at Suitland High School (Crown Jewels) and Crossland High (Club Image)
Work as a Co-teacher in English
Conduct mediation to students in classroom
Grade and enter grades into School Max, parents to monitor students’ progress
Talk with parents in reference to their children’s progress in class.
Notify parents if student grades or progress changes in class.
Intergraph Company – Senior Technical Training Sept 2012-2013 NYC, NY
Coach, mentor, and lead training class for the New York Police Dept. Assist with designs, plans and delivers training programs and also assist with the changes in the curriculum. Assist with any technical problem using Intergraph Computer Aided Dispatch System (CAD)
Make sure that training materials together with instructional methods for classes. Manages the facilitation and instruction skills of training and installation of the new CAD System. Evaluate each employee in class.
PSS Company - Call Center Manager –US Marshall (Contractor) November 2010 - August 2012
● Manage a team of call center representatives directly and directing their activities for the achievement of call center targets and goals for US Marshal.
● Manage the overall performance analysis of existing programs. ● Develop and supervise representatives and prepare their performance reports.
● Monitoring team performance to ensure that the call center goals are met and supporting call center quality and training efforts.
● Oversees daily operations of training and quality assurance in accordance with U.S. Marshall’s policies, procedures and recommends. ● Measuring and demonstrating the group productivity as well as the individual’s reports related to US Marshall’s guidelines. ● Identify and articulate requirements, includes targets, and anticipated outcomes. ● Identify, recommend and support the implementation of the program for improvement of call center representatives.
● Write and conduct performance evaluations, making employment decisions, setting up performance goals and targets for assigned team. ● Managed Time and Attendance records.
HMS Company – Quality Assurance & Training Manager
September 29, 2009 – November 2011 (contract position)
● Oversees daily operations of training and quality assurance within assigned region in accordance with company policies, principles and procedures and recommends or makes changes as necessary.
● Conduct training on Computer Aided Dispatch System (CAD) Intergraph.
● Travel to different Navy Site on the East Coast start-up civilian call/dispatch centers.
● Plan and develop programs for safety and health.
● Conduct training on military computer system and codes
● Train employees on monitoring Lenel System for alarms in different military installations.
● Monitored training on Collect (Conn), Norfolk, RLET (Rhode Island) NCIC
system for querying tags, licenses information
● Assist with drills on Navy Installations.
● Conduct and supervise training and development QA & QC programs for employees.
● Plan, organize, and direct a wide range of training activities for Managers and employees.
● Create handbooks & develop training manuals for Department of Navy.
● Certify employees as APCO Telecommunicators.
● Performed assignments under pressure, multi-tasked, and met tight deadlines.
Department of Homeland/Security Federal Protective Services
Suitland Mega Center - January 2006-September 2009 (P/T and F/T)
● Monitor Alarm Systems for all Government Facilities.
● Dispatch to all radio units assigned to channel(s)
● Relay instructions to units regarding shifts changed in assignments.
● Maintained a true status of the field units’ availability.
● Provided assistance to units and officials by obtaining information such as: license numbers, addresses, data from police reports, directions, pertinent information concerning emergencies and notifying other officials and surrounding jurisdictions of serious offenses.
● Dispatched emergency and non-emergency service calls to police officers in the field.
Office of Unified Communications (MPD) Assistant Watch Commander
Telephone Report Writing Unit Wash, D.C. June 2006 – Aug 30, 2008
● Provided leadership, instruction, and supervision of over 50 employees- resulted over 97% accuracy for the TRU operations.
● Expertly managed Police Reports – recognized by the Chief of DC Police.
● Complete TACIS (payroll) on all employees.
● Develop and implement General Order and Standard Operating Procedures (SOP) for TRU.
● Conduct classroom training on police terminology, policy, procedures for the use of Computer-Aid Dispatching System (CAD) Intergraph and the use of Washington Area Law System (WALES/NCIC) and NLET system to new employees.
● Compiled STATS for Telephone Report Unit.
● Complete Police Report Writing classes.
● Review all reports for classification, completeness and accuracy.
● Sign all Police reports and investigate complaints.
● Advised the Director of any changes or information regarding TRU.
● Attend weekly Managers meetings.
● Acknowledge written correspondence via mail from citizens.
● Schedule tour of duty assignments for employees to work.
● Terminal Agency Wales coordinator.
● Conduct interviews with new hire employees.
● Managed budget for the unit.
● Worked under pressure, multi-tasked, and met tight deadlines.
Metropolitan Police Department, Training & QA Instructor Washington, D.C. September 1990 – June 2006
Acting supervisor while training new hires.
Interview, hired and terminate employees that could not complete course.
Trained new hires with on-the-job instruction on the proper use of the Computer-Aid Dispatching (CAD) System using Intergraph.
Proper use and preparation of all information generated by the computer.
Assist with the designing of the New Call Center on ML King Ave,S.E.
Conducted classroom training on police terminology, policy, police procedures and the use of WALES, NCIC, and NLET system to new employees.
Conducted high quality training for dispatchers and 911 operators.
Forwarded daily reports in writing, to a training coordinator on the performance, progress, and training curriculum of each employee in training.
Conducted civic meeting with citizens in the Metro D.C. area on the different police policy and procedures.
Taught employees on the proper use of the multi-channel radio.
Served as Chief Stop Steward for seven years.
Monitored all employees for quality assurance.
Proven ability to communicate effectively in diverse environments.
Metropolitan Police Department, Police Communications Dispatcher Washington, D.C., September 1987 – September 1990
Dispatch to all radio units assigned to channel(s).
Relay instructions to units regarding shifts changed in assignments.
Maintained a true status of the field units’ availability.
Provided assistance to units and officials by obtaining information such as: license numbers, addresses, and data from police reports, directions, pertinent information concerning emergencies and notifying other officials and surrounding jurisdictions of serious offenses through NCIC and WALES.
Provided additional information concerning special events occurring in the Metro area, large crowds, traffic congestion, etc.
Maintained the ability to operate a 13 channel wireless radio presently in service when circumstances dictate or as assigned.
Coordinated the dispatching of special radio units.
Maintained continuous vocal liaison with mobile radio units, foot patrols, department officials, and specific government agencies and other police jurisdictions.
Supervised over 40 police officers in the field.
Dispatched emergency and non-emergency service calls to police officers in the field.
Education: Bachelor of Arts, National Labor College BA
Silver Spring, Maryland 6/2000
Masters in Business Administration MBA 10/2018
Strayer University, PG Campus
Customer Service Instructor
CPR Instructor
Emergency Medical Dispatch
APCO Telecommunicator Instructor
Intergraph CAD Instructor
DC Police Drive License
Adult Theory Classes
Long term Substitute Teacher
National Guard Honorable Discharge
Homeland Security Certifications and Certificates
Reference will be provided upon request
Contact this candidate