Communications Dispatcher with Emergency Response Expertise

JAMIE HURTGAM

505-***-**** *********@*****.*** MURFREESBORO, TN 37129

PROFESSIONAL SUMMARY

Dedicated professional skilled at handling emergency calls with precision and calmness. Proficient in prioritizing and dispatching emergency resources, ensuring quick response times while maintaining accurate records. Strong ability to stay composed under pressure, demonstrating conscientious approach to every task. Efficient in using communication tools and systems to relay information accurately, ensuring effective coordination between emergency services. Driven by solid work ethic, consistently striving to complete tasks swiftly with minimal errors, contributing to overall efficiency and effectiveness of emergency response operations.

SKILLS

Computer-aided dispatching NCIC Database Map reading skills Police and fire procedures Telephone Etiquette Task Prioritization Relationship Building Documentation Dispatch Coordination CPR and First Aid Reliability Data Entry Effective Communication Incident documentation Emergency Management Stress Tolerance Teamwork and collaboration Works Well Under Pressure Basic life support Computer skills Critical thinking Memory retention Stress tolerance Typing speed Public safety awareness Information documentation Information gathering Database queries Geographical expertise 911 system information databases EXPERIENCE

911 DISPATCHER, Murfreesboro, TN

Rutherfordo Co Sheriffs Office, October 2024-Present

• Dispatched appropriate resources to respond to emergency situations promptly.

• Continuously updated knowledge base on current policies, procedures, and technology changes.

• Demonstrated effective problem solving skills while managing multiple incoming calls.

• Managed stressful situations in calm, composed manner while remaining professional at all times. Operated workstation comprised of multiple computer systems, telephone systems and geographical mapping tools.

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• Processed high call volumes for law enforcement and fire and emergency medical services.

• Quickly identified critical details from incoming calls that enabled responders to arrive quickly on scene.

• Provided support and reassurance to callers in times of crisis.

• Monitored radio traffic for response activity occurring within assigned geographic area.

• Relayed relevant information to fire, EMS dispatch, or law enforcement professionals.

• Assessed crisis situations and determined best course of action.

• Successfully communicated with callers from diverse backgrounds with varying levels of English proficiency.

• Ensured accurate data entry into databases for record keeping purposes.

• Questioned callers to ascertain nature and location of emergency using established methods and techniques.

• Answered routine inquiries and referred calls not requiring dispatches to appropriate departments and agencies.

• Recorded details of calls, dispatches, and messages. Entered, updated and retrieved information from teletype networks and computerized data systems on wanted persons, stolen property, vehicle registration, and stolen vehicles.

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RIDESHARE DRIVER, Nashville, US

Uber & Lyft, March 2021-Present

• Delivered passengers to destinations safely and on time.

• Built and maintained positive relationships with passengers by providing friendly and professional service.

• Resolved conflicts professionally, addressing any passenger concerns or issues calmly and effectively.

• Responded to passenger concerns and complaints politely and professionally.

• Kept meticulous records of mileage, expenses, and maintenance tasks for accurate reporting purposes. Increased repeat business through exceptional customer service, resulting in numerous positive reviews on the rideshare platform.

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Observed city, street and highway driving regulations and took necessary driving precautions when transporting customers.

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• Responded with ease to sudden changes in routes and schedules. EMERGENCY COMMUNICATIONS SPECIALIST, LaVergne, TN

LaVergne Police Department, July 2024-August 2024

Managed multiple communication channels simultaneously, maintaining a high level of situational awareness at all times.

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Maintained accurate records of all emergency calls, ensuring thorough documentation for future reference and analysis.

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Participated in ongoing training and development programs to stay current with industry best practices and emerging technologies.

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Maintained strict confidentiality regarding sensitive information received during emergency calls, in accordance with applicable laws and regulations.

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• Enhanced emergency response times by efficiently prioritizing and dispatching appropriate resources. Developed proficiency in various computer-aided dispatch systems, allowing for rapid adaptation to new technology platforms as needed.

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• Routed calls to police, fire, and ambulance service to meet individual call needs. CUSTOMER SERVICE CHAMPION, Murfreesboro, US

Verizon Wireless, December 2011-July 2024

Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

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• Offered advice and assistance to customers, paying attention to special needs or wants.

• Educated customers about billing, payment processing and support policies and procedures.

• Answered customer telephone calls promptly to avoid on-hold wait times.

• Updated account information to maintain customer records.

• Reduced call handle times, prioritizing first-call resolutions to improve customer interactions.

• Built loyal clientele by delivering personalized solutions that catered to individual needs and preferences.

• Managed high-stress situations calmly, ensuring positive outcomes for all parties involved.

• Excellent communication skills, both verbal and written. Championed a customer-centric approach within the escalation team, consistently advocating for clients' best interests and satisfaction.

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• Responded to customer inquiries and provided technical assistance over phone and in person.

• Collaborated with supervisors to escalate and address customer inquiries or technical issues.

• Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty. Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.

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OFFICE MANAGER, Albuquerque, US

Xclusive Staffing, February 2021-December 2021

• Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse. Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.

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Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

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Established strong relationships with local tourism partners, generating leads on potential visitors requiring accommodations.

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• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

• Motivated staff to perform at peak efficiency and quality.

• Liaised between servers and upper management to address issues and manage challenges.

• Enforced compliance with food safety and sanitation standards throughout restaurant.

• Managed multiple servers across diverse platforms, ensuring seamless integration and interoperability. CUSTOMER SERVICE REPRESENTATIVE, Albuquerque, US

Bank Of America, November 2008-February 2011

Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

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• Investigated and resolved customer inquiries and complaints quickly.

• Followed up with customers about resolved issues to maintain high standards of customer service.

• Assisted customers in navigating online banking platforms, improving their overall digital banking experience.

• Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.

• Maintained up-to-date knowledge of product and service changes. CUSTOMER SERVICE REPRESENTATIVE, Alamogordo, US

1-800-flowers.com, December 2001-November 2008

Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.

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• Streamlined call center processes for improved efficiency and reduced wait times. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

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• Tracked customer service cases and updated service software with customer information.

• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.

• Updated account information to maintain customer records.

• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

• Sought ways to improve processes and services provided.

• Managed timely and effective replacement of damaged or missing products. EDUCATION

ASSOCIATES OF PRE-BUSINESS IN ACCOUNTING, NM

New Mexico State University At Alamogordo, May 2001 HIGH SCHOOL DIPLOMA, NM

Alamogordo High School, May 1994

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