Customer Service Technical Support

Susan M. Dixon

***** ***** **** ***** *********, Fl, 33569 (757)-335-0335email: acvki4@r.postjobfree.com

Summary of Qualifications

15+ years of customer service experience in a variety of call center and customer service environments including financial industry, technical support, and retail

Computer literate with solid communication and leadership skills

Skilled in a discovering customers' true needs and offering solutions to meet their needs.

Work History and Accomplishments

Virginia state police 2008 – 2012

Senior 911 Dispatcher

Responsible for customer service. Daily activities include:

Answering 911 and non-emergency calls for service.

Training the new Call-takers and 911 Dispatchers. Doing weekly evaluations.

Dispatching Troopers to calls for service. Calling wreckers for the troopers on the scene.

Running wanted checks for troopers, on persons, vehicles, and articles.

Sending messages to outside jurisdictions for assistance.

Working as Supervisor when the Supervisor was off or out of the room.

Accomplishments –

Chosen by my Sgt to go to Dispatcher Training classes.

VCIN/NCIC Instructor School.

General Instructor School

Seen to be a “go-to” person when urgent or high priority tasks are assigned.

Chesapeake police department 2000 – 2008

Senior 911 Dispatcher

Responsible for the daily running of the 911 dispatch center for Police, Fire and EMS. Daily activities include:

Answer inbound and outbound telephone calls with a variety of inquiries.

Address internal questions from peers and colleagues.

Training new 911 Call-takers and 911 Dispatchers.

Weekly, bi-weekly, monthly, quarterly, and yearly evaluations on my employees under me.

Supervise 13 dispatchers and call-takers when in charge of the room.

Calling wreckers for service for the officers on scene.

Dispatching on 8 major Police, Fire, EMS, Detective, Records, and Animal Control radios, as well as TAC radios.

Accomplishments –

Selected to mentor new and under-performing representatives.

Working as Dispatch Supervisor on the SWAT Tactical callout team for 3 years.

Assisting on getting the new radio system up and running.

Working the Tactical Channel when the Malvo trial was moved to Chesapeake.

Skills and Software

Strong customer service skills in a variety of settings.

Excellent communication skills (verbal and written)

Strong typing and 10-key skills

Windows 7 and 8

Microsoft Word and Excel

Call Center systems including Vesta phone System, and CAD.

General Instructor.

VCIN/NCIC Instructor.

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