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Customer Service Project

Oak Island, North Carolina, United States
August 31, 2018

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Tracy B. Walts

*** ** **** ******

Oak Island, NC 28465

Phone: 704-***-****


PROFILE Self-motivated individual with strong communication skills, providing efficient and detailed information. Excellent in problem solving, organizing, relating to people, and multi-tasking. Looking to obtain a challenging position that will facilitate my work ethic, integrity and professionalism.


Microsoft Office Applications (Word, Excel, PowerPoint & Access)

Other required courses to obtain Associates Degree in Business


Firefighter Level I, Firefighter Level II, EMT


Ambulance Dispatcher November 2015- July 2018

* Responsible for providing customer service, data entry and Telecommunication which includes answering phones

for service and input information and to assign and dispatch calls to appropriate units while utilizing Fleetmatics

and computer aided dispatch.

* Print daily reports for all companies using the response report

* Inventory drugs in Narcotics Control Logs

*. Provide price quotes for self-pay patients

* Obtain insurance information

*. Utilize Logisticare Logs and enter calls for service

* Evaluate daily activity report for accuracy and compliancy


9-1-1 Telecommunicator January 2015- present

* Responsible for receiving, processing and disseminating emergency and non-emergency information to/from

citizens, general public, other ambulance services, doctor’s offices, police agencies, fire departments, nursing

homes, etc. requesting emergency assistance from law enforcement, EMS, or Fire.

*Requests are answered via E911 phone lines and administrative lines. Pertinent information is asked utilizing

departmental protocols.

*Utilize computer aided dispatch (CAD) system in tracking first responders, gathering pertinent information and

accurate information and conveying to appropriate emergency personnel.

*Monitor radio communications at same time and update CAD throughout emergency, while following departmental protocols throughout emergency.

*Ability to multi-task, work under pressure and in close proximity to others.

*Maintain current certifications in NCIC, EPD, EFD, EMD, CPR, and Call Taking certifications


Senior Project Assistant November 2008-December 2015

*Responsible for analyzing and assisting Plant Operations and Maintenance (POM) as well as Project Managers for Project Construction Management with maintenance of project data, processing project documents, scheduling of attendance at meetings, and organization and maintenance of project related files.

*Make daily independent judgments for intellectual duties performed.

*Supports VP, AVP and Directors as needed by creating documents, reports, presentations, etc… (Microsoft Applications – Word, Excel, PowerPoint).

*Uses eCATS software to enter project budgets, monitor project data and process project documents. Assists in maintaining current data, confirms project info screen has complete and correct data summarizing project scope, location, approvers, size, schedule and budget. Verifies accuracy of budget approval levels, identifies correct capital funds, and communicates project budgets over $100K. Reviews for accuracy and maintains data, scans and attaches project related documents to project record, researches journal and unallocated entries in projects and reclassifies to correct budget categories.

*Assisted with triage of the eCATS POM OSR inbox. Processes Task Orders. Releases funds committed to vendors. Processes project invoices.


*Provide needed explanation and training for eCATS, MAGIC, and any other system that is used when needed on a level that is relevant to the end user (POM, SEC, etc.

*Researches and resolves invoice/commitment issues, monitors substantially complete projects. Performs project closeout process, communicates to resolve project related issues, and processes project related outgoing mail.

*General administrative duties with an ability to type approx. 60-80 wpm.

*Attended seminars understanding the issues for Fundamentals of Construction Contracts


Project Administrator/Resource Coordinator June 2004 to October 2008

*Facilitate project documentation, materials, job costing, status monitoring, invoicing, and administrative closeout of service projects

*Administer entering purchase orders and receipt purchase orders in Peoplesoft via Citrix

*Communicate effectively with other team members and customers concerning project management processes

*Set up new customer service contracts in system application based on transition documents obtained through our sales department while providing outstanding customer service

*Vendor liaison between project managers, sales, contractors and customers

*Validates and reconciles project costs data in system application

*Initiate invoicing process

*Review billing backlog and coordinate with Project Managers, HVAC Field Technicians, customers, and Trane claims as necessary to resolve accounts receivable issues

*General administrative and data entry functions (60 WPM)

*Compare and negotiate pricing with various vendors

*Coordinate service resources such as personnel, materials, sub-contractors and equipment based on project needs, skill sets, and availability to service projects

*Interact and communicate with all Project Managers to dispatch Controls Technicians and HVAC Technicians to emergency service projects


911 Telecommunicator February 2003 to May 2004

*Received, evaluated and processed 911 and non-emergency calls, transfer to appropriate facility

*Entered calls for service and determined priority based on information given

*Dispatched emergency police personnel as well as certain local government law enforcement personnel

*Utilized CAD, Motorola radios, telephones, alarm systems, pagers, recording devices and other computer terminals

*Operated the National Crime Information Center (NCIC) in receipt, entry and transmission of information

*Complete various forms and reports as required concerning shift operations and in the handling of calls received or dispatched

*Was part of the Mobile Command Team used to work with Police Department on any DMV functions, urgent and non-urgent as well as educational purposes.


911 Lead Telecommunicator October 1992 to February 2003

*Received, evaluated and processed calls from public for emergency and non-emergency services for Police, Fire, Medic by utilizing Computer Aided Dispatch (CAD)

*Dispatched emergency police personnel for Gaston County, Gastonia City, as well as certain local government law enforcement personnel, animal control after hours, coordinated with Med Center Air for air transport,

*Utilized radios, telephones, alarm systems, pagers, recording devices and computer terminals

*Operated the National Crime Information Center (NCIC) in receipt, entry and transmission of information, Emergency Medical Dispatch (EMD),CPR, APCO

*Complete various forms and reports as required concerning shift operations and in the handling of calls received or dispatched

*Was responsible for the training of newly hired personnel and their evaluations while training

*Served on the panel with the Police Department for the hiring of 911 personnel.

*Filled in frequently for supervisors as needed sometimes months at a time, handled briefings before shifts, handling yearly evaluations and 30, 60, 90 day evaluations for shift personnel.

*Worked to keep Standard Operating Guidelines (SOG) up to date and passed along any updates, changes in policies and procedures for teams.

*Was part of audit review committee for EMD calls,

*Was part of the Mobile Command Team that would drive out to location to perform any DMV traffic or other emergencies such as hostage situations, fire command, as well as educational purposes for churches, schools, etc.



* Was a Fire Fighter with Lowell Volunteer Fire Department and McAdenville Fire Department, obtained my Fire Fighter I and II levels, EMT, and Haz-Mat Level I. Was Engineer on Fire Department and we responded to fire and 1st responder medical calls to assist Medic. I am familiar with setting up zoning and channels for dispatching Med Center Air both as a dispatcher and as a Fire Fighter/ EMT. I am very familiar with setting up Command Posts on large scenes involving multiple fire, police, and medical personnel. .

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