Customer Service Call Center
Resume:
Melody Jones
McDonough, GA *****
*******@*****.***
Summary of Qualifications
** **** ***** ** ******** Service experience.
** **** ***** ** ***********/call center experience
Worked in one of the busiest and largest 911 Call Centers in the area
Supervisory/Training/Quality Assurance experience
Provides Quality Assurance and Training to approximately 80 plus employees
Ability to multitask in a fast-paced environment.
Extensive experience in working under extreme pressure while in a supervisory capacity.
Able to communicate clearly and effectively with all levels of management in person/email.
Strong interpersonal skills.
Sound decision maker.
Professional Experience
March 2012-present Quality Assurance & Training Supervisor (DeKalb County Government)
1960 West Exchange Place Tucker, Ga. 30084
Supervises, trains, directs, and evaluates new hires.
Plans, develops, organizes, and coordinates training programs for 911 emergency operators, Police, Fire and EMS personnel, by creating lesson plans and developing training curriculum.
Assists in recruitment of new hires by reviewing applications, participating in job fairs, and administering standardized field testing.
Corresponds with other Police, Fire and Rescue Bureaus and outside agencies to keep training programs current.
Created, developed, and facilitates a working Quality Assurance program for DeKalb County 911.
Provides Quality Assurance by reviewing emergency and non-emergency procedures to ensure guidelines are followed according to protocol, by using a grading system to target areas of improvement.
Regularly gives feedback to management for employees, to minimize errors and maximize great customer service.
Provides coaching and mentoring to all employees in various areas.
January 2011 to March 2012 Emergency 911 Shift Supervisor (DeKalb County Government)
1960 West Exchange Place Tucker, Ga. 30084
Supervises and monitor the activities of Emergency 911 Operators and the Emergency Operations Center for an assigned shift of 15 plus employees.
Supervises, directs, and evaluates assigned staff.
Receives incoming 911 calls during overflow periods, evaluates emergency and non-emergency call status, and enters information into computer for dispatch.
Appoint and assign employees work positions for the day, to ensure that appropriate coverage was available to handle the call volume at all times.
Completed annual performance evaluations on a consistent basis and used this as a coaching session to improve performance.
Coordinates departmental efforts relating to high-speed pursuits, natural and/or manmade disasters and other high stress situations.
Assists dispatch operators during critical incident periods, ensuring all appropriate personnel and/or equipment has been dispatched and notifications made in a timely manner.
Evaluates assigned staff for compliance for Standard Operating Procedures.
Oversees the progression of the CTO (Communications Training Officer) program with trainees and trainers to ensure Standard Operating Procedures are followed.
Performed in the capacity of an Open Records Custodian on a consistent basis.
Composes and prepares various correspondence, reports, memoranda, and other documents.
Education
Georgia Southern University, Attended 1996-1998
Clayton College and State University, Attended 1998-2000
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