ShaDawn McGhee

Birmingham, AL *****

adxtlc@r.postjobfree.com

+1-205-***-****

Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Emergency Dispatch Operator

ADT Security Services - Irving, TX

November 2020 to Present

• Answer incoming emergency telephone communication lines and acquire pertinent information for dispatching emergency response groups. Dispatch appropriate police, fire, rescue and emergency medical response agencies.

• Handling incoming alarm calls and placing outgoing calls to verify alarm activity, dispatching the proper authorities, and notifying responsible parties.

• Paying attention to detail while documenting alarm handling procedures within the alarm screens.

• Completing alarm processing in accordance with departmental procedures.

• Providing alarm reset instructions and basic troubleshooting to customers during outbound alarm calls and inbound alarm call backs.

• Receiving inbound calls related to alarm call back inquires.

• Monitoring & responding to alarm signals sent by life-safety system and services and updating customer accounts

• Providing technical support and troubleshooting devices across ADT systems.

• Helping customers understand the ADT noble purpose and providing customer lifestyle solutions. Data Entry Specialist

Right At Home - Birmingham, AL

August 2018 to December 2020

Ensure that all referrals are received in an accurate, detailed manner and are properly handled. Assist Director of Operations with inside sales & processes, accurate data entry and maximize our efficiency of the software (ClearCare). Assist Director of Operations in any other projects that benefit.

• This position must have an understanding of and uphold the policies and procedures established by BRG Services, LLC (d.b.a. an independently owned and operated Right at Home In-Home Care and Assistance franchise)

• This position must demonstrate excellent oral and written communication skills and the ability to listen effectively

• This position must have the ability to work independently, maintain confidentiality of information and meet deadlines

• Ability to demonstrate effective interpersonal skills essential as well as sound judgment and good. decision-making skills

• Must demonstrate discretion, integrity and fair-mindedness consistent with company standards, practices, policies and procedures

• Ability to organize and prioritize daily, monthly and yearly work

• Ability to establish good working relationships with colleagues, the franchise owner, clients and the community

• Ability to sit at a desk and listen effectively for long periods of time on the telephone

• Ability to present a professional appearance and demeanor.

• Ability to operate office equipment

• Must be patient and congenial on the telephone

• Must have computer skills and be proficient in Word and Excel

• Ability to work evenings or weekends as required

• Knowledge of the senior-care industry

• Ability to perform duties in a professional office setting

• Excellent written and verbal communication skills

• Ability and desire to work in a fast-paced challenging environment Customer Service Representative

Region's Bank - Birmingham, AL

October 2015 to July 2018

• Accurately opens and closes accounts in accordance to operating controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer assets

• Demonstrates knowledge and understanding of the new accounts system database to manage and maintain customer account information

• Assists customers with telephone inquiries to provide solutions to their banking needs

• Assists customers with routine account-related requests; researches and resolves account service inquiries/issues; and responds to client inquiries promptly, effectively, and professionally

• Performs teller responsibilities in accordance with the Teller job description

• Assists with efforts to identify and implement a positive overall customer experience

• Contributes towards fostering teamwork within the department

• Performs other duties as assigned by management

Live Chat Agent

Springwood Health & Support - Birmingham, AL

December 2013 to September 2017

• Respond to customer inquiries via live chat in a timely and professional manner

• Provide technical support and troubleshooting assistance to customers

• Schedule appointments for Sales and Support teams, if necessary

• Resolve customer issues and complaints to ensure satisfaction

• Update customer information in our database

• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams

• Continuously expand knowledge of computer networking and related products and services to better serve customers

Education

High school diploma in Career and Technical Education Carver High School - Birmingham, AL

August 2009 to May 2013

Skills

• Shift Management

• Microsoft Office

• Teamwork

• Organization

• Leadership

• Customer Service

• Active listener

• Problem solving.

• Hospital Experience

• Caregiving

• Food Preparation

• Home Care

• Troubleshooting

• Infection Control Training

• Supervising Experience

• Attention to detail

• Problem-solving

• POS System operation

• Multitasking

• Verbal communication

• Product upselling

• Estimating

• Improve performance

• Team building

• leadership.

• Network Support

• Help Desk

• Technical Support

• Microsoft Windows

• Remote Access Software

Certifications and Licenses

CPR/First Aid October 2019 to October 2023

Contact this candidate