Manager Customer Service

Penny James

Communications Specialist/Dispatcher

Grand Junction, CO

********@*****.*** - 970-***-****

Find a career that challenges me with a progressive company or agency.

WORK EXPERIENCE

Communications Specialist

St. Mary's Regional Hospital - January 2013 to Present

Pat Jones 970-***-****

Answer all incoming hospital phone lines. Direct callers to correct offices, departments, and patient rooms.

Answer incoming emergency lines from departments, callboxes on campus, and pull stations. Announce

all Code alerts via intercom and digital paging system, with callbacks for confirmation. Answer incoming

answering service lines. Page doctor on call, connect per specific doctors requests, or leave message for

office. Update call schedule for hospital/answering service clients. Handle all billing for 52 answering service

clients. Communications Center receives approximately 1,500 calls a day.

Public Safety Dispatcher

Department of Defense/Camp Pendleton Fire Department - March 2010 to September 2012

Chief Wilkerson 760-***-****

Answer multiple 911 and non-emergency incoming phone lines. Initiate and complete all documentation

reference incidents fire units respond to. Make contact via phone with other departments on base to assist

with calls, as well as outside agencies to gather needed information to assist the fire units in the field. Prepare

reports, and documentation utilizing Excel, Word, and PowerPoint to forward on to command and outside

agencies. Track and summarize costs on fire incidents to assist with billing outside agencies.

Assistant Emergency Command Center Manager/Battalion Chief

US Forest Service - April 2007 to February 2009

Supervisor: Division Chief Jerilynne Hayes 619-***-****

Oversee all day to day dispatch floor operations along with scheduling, performance appraisals, and all

necessary documentation for disciplinary actions. Fill in as Center Manager in the absence of the Center

Manager/Division Chief and all related duties. Answer and dispatch all emergency and non-emergency calls

for both law enforcement and fire incidents as needed. Complete all necessary reports and documentation

utilizing Excel, Word, and PowerPoint to be presented to management and up the chain of command to

Washington D.C. Arrange for transportation to and from large fires for fire personnel via rental cars, and/

or airline flights. Assistant Forest Training Officer for the Cleveland National Forest. Obtain positions for

Forest employees in training classes nationwide. Update training records for employees based upon the

NWCG (National Wildland Coordination Group). Train dispatchers in all areas pertaining to law enforcement

dispatching. Act as liaison between law enforcement officers and agencies. Handle all areas of purchasing,

and budgeting for the Command Center. Assist with hiring for the forest encompassing all positions.

Smathers Resume 'd

Public Safety Center Manager Supervisor

Department of Defense/Miramar Fire Department - January 2007 to April 2007

Chief Magill 858-***-****

Develop performance standards. Evaluate and review performance of staff. Document employee performance

and take immediate action to correct substandard job performance. Plan, organize work, and manage positions

to ensure maximum dispatching productivity. Encourage and recognize employee achievements. Prepare and

complete performance appraisals. Approve and/or schedule sick and annual leave. Recommend employees

for promotion, commendations, outstanding performance, and other special recognition. Receive/resolve

complaints from employees, referring grievances and more serious unresolved complaints to a higher level.

Manage and direct programs, troubleshoot and perform a variety of software upgrades on the CAD (Computer

Adided Dispatch) system with emergency and non-emergency data. Maintain liaison with outside agencies

both off and on base. As Dispatch Chief coordinate, and manage budget requirements to include long and

short range planning of expenditures to purchase equipment as needed and to replace or upgrade the ECC

(Emergency Command Center). Read, review and make required changes in the SOG (Standard Operating

Guide). Implement and enforce policies and procedures of the day to day operations. Work independently on

technical, training, quality assurance, and customer service programs. Ability to troubleshoot, maintain and

repair various types of radio and telephone communication systems located in the ECC, to ensure the highest

level of readiness at all times.

Dispatch Captain

US Forest Service - May 2001 to January 2007

Division Chief Hayes 619-***-****

Answer multiple incoming 911 and non-emergency phone lines. Initiate and complete documentation reference

all incidents units respond to. Make contact with other departments, as well as outside agencies to gather

needed information to assist the fire and law enforcement units in the field. Create reports and documentation

utilizing Excel, Word, and PowerPoint. Also worked in suppression on Prevention Unit while on the Humboldt-

Toiyabe National Forest.

EDUCATION

High School Diploma

Grossmont College - Chula Vista, CA

1988

Southwestern College - Chula Vista, CA

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