Experienced Dispatcher and Customer Service Professional
Resume:
Shannon Dave
Castaic, CA *****
******************@*****.***
Professional Summary
Hard working, self motivated, people oriented individual seeking a position within a strong, people oriented company to offer my individualized strengths and also to learn from people who share the same work ethic as myself.
Work Experience
Dispatcher/Operator
South West Answering Service-Valencia, CA
January 2011 to June 2025
• Answer incoming calls during office hours and after hours for various clients ( medical and commercial)
( urgent and non urgent).
• Fill out message template and follow any protocol according to the client's individual instructions.
• Dispatch messages according to specific dispatch instructions.
• Make direct telephone connections to clients and callers.
• Responsible for clearing the dispatch board and/or being back up dispatch.
• Attend monthly dispatcher meetings.
• Use of Infinity and I.S. applications.
Customer Service Representative
South West Answering Service-Valencia, CA
January 2011 to June 2025
• Answer incoming calls in a timely and effective manner.
• Answer caller questions per client's information provided in the specific account.
• Type an appropriate message and route according to clieht protocol.
• Maintain professionalism throughout the entirety of call.
• Diffuse any call situations through de-escalation. LVN Staff Nurse
United Cerebral Pasly-Van Nuys, CA
March 2008 to September 2008
• Responsible for daily activities of life for adult individuals with developmental disabilities within a day program setting.
• Responsible for medication administration, logging and stock.
• Effective documentation of any side effects (if applicable)
• Monitor clients for any adverse reactions.
• Interact with clients in classroom setting for educational purposes.
• Assist clients with nutritional needs during lunches. LVN Staff Nurse
Henderson Healthcare Center-Henderson, NV
January 2004 to June 2007
• Provided direct patient care, including administering medications, monitoring vital signs, and assisting with activities of daily living
• Collaborated with healthcare team to develop and implement individualized care plans for patients
• Performed wound care and dressing changes in accordance with established protocols
• Monitored patients' conditions and reported any changes or concerns to the appropriate medical personnel
• Educated patients on self-care techniques, medication management, and disease prevention strategies
• Provided emotional support to patients and their families during challenging times
• Maintained a clean and organized work environment to ensure infection control standards were met
• Implemented infection control measures to prevent the spread of communicable diseases within the healthcare facility
• Managed medication administration schedules for multiple patients while adhering to strict protocols
• Responded promptly to emergency situations by initiating appropriate interventions
• Demonstrated proficiency in operating medical equipment such as oxygen devices, vital sign machines, etc.
Remote Dispatcher/Customer Service
South West Answering Service
Education
High school diploma or GED
Skills
• Meal assistance
• Dispatching
• Customer support experience within healthcare industry
• Fire safety procedures
• Grammar Experience
• Data entry - Data entry experience (11-15 years)
• Organizational skills
• Telecommunications headsets
• Medication charting
• Medication storage
• Meal preparation
• Workplace safety
• Infection prevention management
• Medication administration
• Customer issue escalation
• Administrative experience within healthcare
• Client services experience within healthcare industry
• Phone answering
• Patient personal care assistance
• Patient rights
• Quality resident care
• Medication management
• Geriatrics
• Problem-solving
• Dependability
• Computer skills
• Pulse oximeters
• Toileting assistance
• Client interaction via phone calls
• Senior care
• Compliance documentation
• Hospitality
• Janitorial experience
• Supervising experience
• Mobility assistance
• Providing care for clients - Clients cared for monthly (More than 10 people)
• Phone etiquette
• Experience with children
• Clear verbal communication
• Blood pressure monitors
• Computer literacy
• Chemical handling safety procedures
• Telephone operations experience within healthcare sector
• Community health care assistance
• Call logging
• Client follow-up
• Phone customer support
• Health charts
• HIPAA
• Customer inquiry handling
• Patient assistance
• Medication cart audits
• Client services team lead experience
• Call reporting
• Resident supervision
• Medication supplies
• Medical records
• Experience with individuals with cognitive disabilities
• Skilled nursing facility experience
• Ordering medications
• Slip and fall prevention
• Home health
• Insulin administration
• Communication skills
• Phone call management
• Clinical thermometers
• English
• Time management
• Medication administration documentation
• Basic math
• Resident records
• Medical terminology
• Customer support - Customer support experience (6-10 years)
• Medication adherence support
• Dressing assistance
• Medication refills
• Bathing assistance
• Rehabilitation center experience
• Typing
• Multi-line phone systems - Multi-line phone system experience (6-10 years)
• Adult care assistance
• Call escalation management
• Glucometers
• Patient care
• Call center agent experience
• Remote operator (5 years)
• Developmental disability care assistance
• Technical Proficiency
• Handling customer inquiries
• Photocopying
• Call monitoring
• Managing teams in a customer support role - Largest customer support team managed (6-10 team members)
• Caregiving - Caregiving experience (6-10 years) (10+ years)
• Call center software
• Personal protective equipment (PPE) use
• Telephone operations experience within hospitality industry
• Computer operation
• Fax machines
• Productivity software
• Administrative experience - Administrative experience (6-10 years)
• Customer complaint resolution
• Patient hygiene assistance
• Medication cart
• Companionship support
• Writing skills
• Nursing
• Customer service
• Leadership
• Patient monitoring
• Narcotics count
• Patient charting
• Patient transfer methods
• Infection control
• Medication dispensing
• Medication pass administration
Certifications and Licenses
Driver's License
First Aid Certification
September 2025 to September 2027
AED Certification
September 2025 to September 2027
CPR Certification
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