Service Quality Assurance

JACLYN CONNELLY

*** ********* ****** ******, ** *4035 440-***-****

acekyt@r.postjobfree.com

dispatcher/dispatcher supervisor

Dispatch supervisor with 13 years of experience leading daily

communications and supervising technicians who service customer

calls. Committed to ensuring staff accurately and thoroughly relays and

records information to field personnel via radio, telephone, or other forms

of communication. Manage and coordinate job completion and customer

resolution. Lead improvements in customer satisfaction and dispatcher

performance. Excel at streamlining operations, increasing efficiencies, and

minimizing customer issues. Recognized as subject matter expert on dispatch

process. Proven leader with a history of effectively managing multiple

lines of communication in high intensity situations and communicating with

customers and personnel in a calm and professional manner.

AREAS OF STRENGTH AND EXPERTISE

Real Time Call Flow Staff Development & Training Report Generation

Critical Call Statistics Scheduling & Task Delegation Record Keeping

Quality Assurance Performance Reviews & Feedback Service Levels

PROFESSIONAL EXPERIENCE

TRAVEL CENTERS OF AMERICA, ROAD SQUAD CONNECT 2010 to Present

Dispatch Supervisor

Supervise a team of 40 dispatchers and logistics agents with 10 direct

subordinates in a national dispatch center. Responsibilities include

scheduling, assigning workload, training, and coaching technicians.

. Manage record keeping, quality monitoring, and data recording system

maintenance

. Resolve technical issues with computers and mechanical equipment in

remote locations

. Train new agents on standard policies, procedures, and regulations and

ensure and documented ongoing compliance

. Fostered working relationships with personnel in more than 245 remote

national locations

. Communications with remote locations and customers, progressive

disciplinary action for personnel, coordinate daily activities and

schedule adjustments for shift, and maintain 6 week rotating on call

schedule.

STATE OF OHIO, OHIO STATE HIGHWAY PATROL 2005 to 2009

Radio Dispatcher

Responded to emergency and non-emergency calls for service for both the

Columbus Communications Center, and on the Ohio Turnpike, dispatching

officers to service calls on a priority basis and monitoring an average of

30 to 55 officers.

. Provided expert dispatch services on multiple special details involving

the Columbus and Cleveland Metro Units in which officers worked high

volume, high radio traffic incidents

. Handled Amber Alerts, after-hours calls and notifications, Emergency

Weather Bulletins, Red Cross blood, organ, and antidote relay logistics,

Chempack Practice deployment and notifications, and after-hours warrant

certifications

. Monitored motorcade details during the 2008 presidential race, which

included Senator John McCain and Governor Sarah Palin, as well as

subsequent details for President Obama

. Utilized GPS tracking, LEADS, MARCS radio systems, effectively managed

multiple lines of simultaneous communications. Managed emergency

procedure manuals due to master of protocols, and cross trained into new

assignments and remained up to date on all required training.

CITY OF COLUMBUS, DIVISION OF POLICE 2001 to 2005

Communications Technician

Served as a 911 operator and non-emergency call operator, dispatching

officers for calls of service based on priority level. New communications

technician trainer.

. Maintained multiple lines of communication, and ensured timely

dispatching of police, fire trucks, ambulances, SWAT and hazmat crews

. Assigned to handle dispatch services for Columbus Diver team during a

body recovery incident

. Handled Law Enforcement Automated Data System calls, verifying high

priority warrants for officers

. Trained new dispatchers in both emergency and non-emergency call response

and dispatch services

EDUCATION AND TRAINING

Associate of Arts, Lorain County Community College, Elyria, OH, 2012

AWARDS & AFFILIATIONS

Cleveland Police Department Commendation for participation in Federal Drug

Task Force

Secretary & Scoutmaster, Boy Scouts of America

ASSE - International Student Exchange Host Parent

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