Emergency Operations Data Management Specialist

P R O F E S S I O N A L C A R E E R P A C K A G E

Douglas R. Plummer

Emergency Operations Professional Remote Customer Service Specialist Call Center Leader 1813 Campbell Drive Suitland, MD 207**-***-***- 2931] [*********@*******.***] LinkedIn: www.linkedin.com/in/douglas-plummer-5709b1314 Profile Summary

Most customer service professionals learn to stay calm under pressure. I had a career where calm wasn't optional — it was the job. As a retired Emergency Operations Specialist, I coordinated mission-critical communications in environments where a dropped message, a missed relay, or a delayed response had real consequences. That discipline, structure, and unshakable composure is exactly what I bring to every customer interaction — and exactly what the best remote service teams are built on. Over the course of my career, I have worked across emergency operations coordination, call center support, message flow and dispatch coordination, and remote customer service — building a track record of first-call resolution, multi-channel communication mastery, and reliable performance in high- volume, high-stakes environments. I am FEMA-trained in ICS (Incident Command System) and NIMS

(National Incident Management System), which means I understand structured escalation, clear chain- of-communication, and protocol-driven decision-making at a level most service professionals simply don't encounter. I've also worked with CRM platforms, managed inbound and outbound contact queues, and mentored junior team members to strengthen overall team performance and consistency. Today, I'm actively pursuing remote opportunities — particularly in customer support, operations coordination, and remote call centers— where the values I've carried throughout my career translate directly into results. Whether it's supporting a stranded traveler at 2 a.m., managing a surge in urgent inquiries, or serving as the calm, knowledgeable voice a client needs in a stressful moment, I show up prepared, composed, and committed to getting it right the first time. If your remote team needs someone who has operated under real pressure, built real communication systems, and consistently delivered real results — let's connect. I bring the calm, the structure, and the experience your remote team needs.

Resume

Douglas R. Plummer

Emergency Operations Professional Remote Customer Service Specialist Call Center Leader 1813 Campbell Drive Suitland, MD 207**-***-***- 2931] [*********@*******.***] LinkedIn: www.linkedin.com/in/douglas-plummer-5709b1314

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PROFESSIONAL SUMMARY

Retired Emergency Operations Coordinator and Call Center Professional with 20+ years of high-stakes communication management, dispatch coordination, and customer support excellence. Experienced managing urgent, time-critical situations with calm composure — the same skills essential for after-hours emergency corporate travel support. Brings deep familiarity with multi-channel communication, strict protocol adherence, and first-call resolution across high-volume environments. Ready to deliver FCM's clients the expert, pressure-tested travel support they need — 24/7, from anywhere. TARGETED CORE COMPETENCIES

Emergency Travel Support & After-Hours Response De-escalation & Crisis Communication

Corporate Travel Coordination & Itinerary Management First Call Resolution (FCR)

High-Urgency Communication & Rapid Decision-Making Remote Work & Virtual Team Collaboration

Multi-Client Support & Relationship Management Documentation & Records Accuracy

Call Center Operations (Inbound / Outbound) ICS / NIMS — Protocol-Driven Operations

Message Flow Coordination & Dispatch CRM & GDS Platform Proficiency PROFESSIONAL EXPERIENCE

Emergency Operations Specialist / Communications Coordinator

[Federal / Government Agency US Department of Transportation — Washington, DC

[2000] – [2012 / Retired]

• Managed mission-critical inbound and outbound communications across multi-agency emergency operations environments, maintaining zero message-drop standards under sustained high-pressure conditions — directly analogous to after-hours emergency corporate travel response.

• Served as first point of contact for complex, time-sensitive inquiries from multiple stakeholders simultaneously, delivering accurate, calm, and solutions-oriented responses consistent with the consultative approach required for corporate traveler support.

• Coordinated real-time message dispatch and information flow using established ICS/NIMS protocols, ensuring all parties received accurate, timely updates — skills that translate directly to managing urgent rebookings, itinerary changes, and traveler crisis resolution.

• Maintained meticulous documentation and records accuracy in fast-moving operational environments, ensuring accountability and audit-ready logs across all communications activities.

• Trained and mentored junior operations staff on communication protocols, escalation procedures, and performance standards — strengthening overall team resilience and consistency of service delivery.

[Federal / US Department of Homeland Security NOC/Call Center Operations Specialist / Customer Service Representative — Washington, DC - [2012] – [2024 / Retired] Handled high-volume inbound and outbound call queues across multiple client accounts, consistently achieving first-call resolution targets in complex, multi-system support environments — mirroring the multi-client, multi- account structure of corporate Customer Services accounts.

• Utilized CRM platforms to log, track, and resolve customer inquiries with full documentation accuracy, supporting seamless hand-offs across shifts and ensuring continuity of client service.

• Applied de-escalation techniques and empathetic communication strategies to resolve urgent and emotionally charged customer situations — a critical competency for supporting corporate travelers in crisis or emergency travel scenarios.

• Collaborated with remote teammates and supervisors via virtual communication tools, demonstrating proven ability to perform at full capacity in distributed, remote work environments. Message Flow / Dispatch Coordinator

Coordinated real-time dispatch and information routing across multiple operational channels, managing competing priorities and urgent requests simultaneously — the core skill set for managing emergency or adaptation to real life changes under time pressure.

• Ensured strict adherence to communication protocols and escalation procedures, maintaining operational integrity in environments where accuracy and speed were non-negotiable.

• Interfaced with multiple internal and external stakeholders across concurrent operational events, demonstrating the multi-client coordination and relationship management capabilities central to s corporate account service models.

CERTIFICATIONS & TRAINING

• ICS-100: Introduction to the Incident Command System — FEMA / Emergency Management Institute

• IS-200: ICS for Single Resources and Initial Action Incidents — FEMA

• IS-700: National Incident Management System (NIMS) — An Introduction — FEMA

• IS-800: National Response Framework — An Introduction — FEMA TECHNICAL SKILLS

• CRM Platforms: [e.g., Salesforce, Zendesk, ServiceNow — list applicable systems]

• GDS Platforms: Familiar with Global Distribution System workflows; ready for platform-specific training

(Sabre, Amadeus, Galileo)

• Communication & Collaboration Tools: Microsoft Teams, Outlook, Zoom, [other VoIP / ticketing tools]

• Documentation & Records: Microsoft Office Suite (Word, Excel, Outlook); digital case logging and records management systems

• Operating Environment: Windows 10/11; remote desktop; multi-monitor workflow proficiency

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