Strategic Communications & Operations Leader
Resume:
MT
Marisa Trujillo
Summary
Strategic communications and operations executive with nearly 30 years of experience leading mission-critical communication systems, emergency operations, curriculum development, and multi-state teams. Proven ability to build and lead high-performing teams, design comprehensive training programs, and implement standardized communication frameworks across complex organizations.
Skilled in operational oversight, public safety communications, emergency preparedness, large-venue command operations, and cross-state coordination. Adept at creating sustainable processes, strengthening interagency communication, and managing large-scale incidents with clarity, precision, and executive-level judgment.
Work History
Alpha & Omega Tactical Communications - Owner - AOTC Carson, CA
05/2014 - Current
Urban Alchemy - Communications Director
Los Angeles, CA
02/2022 - 10/2025
Suggest and offer specific training programs to help workers maintain or improve job skills.
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Assess training needs through surveys, interviews with employees or focus groups.
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Provide consulting and training to a variety of clients to establish communications best practices.
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Provided strategic leadership and oversight of communications operations across five states zones, ensuring equitable service delivery and consistent mission alignment.
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Directed and supported regional communications teams and call centers, coordinating call intake, service request processing, and community outreach operations.
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Championed cross-state collaboration, building systems that encouraged shared learning, peer support, and operational resilience.
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*************@*****.***
Covina, CA 91724
Skills
● Systematic organization of materials
● Training program design
● Strong attention to detail
● Effective group discussion facilitation
● Training development
● Develop educational materials
Strategic planning and task
prioritization
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● Procedure development
● Strategic decision making
Process improvement for departmental
oversight
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● Team leadership development
● Calendar management
● Proficient in task prioritization
● Process improvement
● Evaluating team effectiveness
Education
04/2021
Union Institute & University
Dodgers Stadium - Communications Security Manager
Los Angeles, CA
07/2014 - 11/2024
City of Los Angeles Police Department - Senior Police Service Rep. I (9- 1-1 Supervisor)
Los Angeles, CA
06/1996 - 03/2024
Dispatcher & 9-1-1 Call Taker (2001-2008)
Training Unit - Communications Instructor (2008-2012) Designed and implemented comprehensive training and onboarding programs to empower staff, improve service quality, and promote organizational sustainability.
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Streamlined internal communications processes, developing a routing and sorting system that connected inquiries and service requests to the appropriate regional offices efficiently.
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Led initiatives to standardize communication workflows and procedures, strengthening coordination and accountability across all teams.
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Created and maintained a master outreach tracking system to monitor community engagement, field activities, and impact reporting.
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Partnered with leadership to develop 30-60-90 day continuity plans, guiding the launch and stabilization of new communication centers from the ground up.
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Developed employee development and support frameworks to manage scheduling, time off, and capacity planning while fostering team well- being and retention.
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Advocated for a culture of continuous improvement, identifying opportunities to enhance communication, strengthen partnerships, and better serve community needs.
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Oversee and evaluate Command Post Operators and support staff to maintain adherence to standards for communications, service quality and work performance.
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Respond immediately to security threats, breaches and emergencies, following proper protocols.
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Work efficiently in busy, high-risk settings while maintaining best-in- class standards of excellence for security initiatives.
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● Develop and implement training procedures for newly hired personnel. Work closely with local law enforcement and fire department to coordinate security operations and response protocols.
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Periodically review existing policies and procedures and make recommendations to improve procedures.
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Handled high-volume 9-1-1 and police radio traffic, supporting officer safety, emergency response, and critical incident management.
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Demonstrated precision, calm decision-making, and adherence to public safety communication standards.
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Delivered POST - certified and entry-level dispatcher training, including classroom instruction, scenario-based learning, and
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Cincinnati, OH
Bachelor of Science: Emergency
Management
08/2020
East Los Angeles College
Monterey Park, CA
Associate of Arts: Administration of
Justice
Certifications
Incident Command System/FEMA
Emergency Management Institute
ICS 100 - Introduction to Incident
Command System
ICS 200 - ICS for Single Resources and
Initial Action Incidents
ICS 300 - Expanding Incidents
ICS 700 - Intro to National Incident
Management System (NIMS)
ICS 800 - Intro to National Response
Framework
EOC 301 - City EOC Management &
Operation
IS 907 - Active Shooter: What You Can Do
Master Instructor Certification Course (MICC) - Curriculum Develop
(Graduate 2011)
Watch Commander Assistant - Department Operations Center (2020- 2022)
Dispatch Supervisor (2014-2023)
performance evaluation.
Developed lesson plans and reinforced best practices through coaching, feedback, and operational readiness assessments.
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Completed the POST MICC program, specializing in curriculum development and instructional design.
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Created a statewide Tactical Dispatching Course, taught across California strengthen agency response capability during major incidents.
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Ensured accurate and timely notifications to command staff across the department during critical incidents (i.e officer emergencies, major occurrences, homicides).
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Reviewed, edited, and approved social media bulletins, ensuring clarity, accuracy, and alignment with department communication standards before distribution to command staff.
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Served as the Law Branch representative at the Emergency Operations Center (EOC) during the COVID-19 response, supporting interagency coordination, situational reporting, and continuity of operations.
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Monitored and enforced compliance with Incident Command System
(ICS) mandatory training, ensuring all dispatch personnel assigned to DOC met federal and departmental readiness requirements.
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Supported the Watch Commander in real-time situational monitoring, resource allocation, and communication flow during major incidents, special events, and emergency activations.
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Supervised communication center operations including dispatcher assignments, workflow coordination, performance monitoring, and shift leadership.
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Directed high-priority incident communications, major events, and emergency response coordination.
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Ensured compliance with LAPD communications standards and provided mentorship to new supervisors and senior call takers.
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Demonstrate leadership by making improvements to work processes and helping to train others.
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Process caller information, read associated computer information and documented vital details in call tracking and assignment system.
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Manage daily operations including staff assignments, timekeeping, and sick reports. Routinely monitor call queues, personnel performance, and service levels.
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De-escalate problematic customer concerns, maintaining calm, friendly demeanor. Monitor employee performance and ensure proper policy and procedure is followed.
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Languages
Spanish
Native or Bilingual
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