Senior QA & Emergency Call Center Operations
Resume:
Senior Associate, Quality Assurance & Reporting **01 – 2014
Regional Program Director, Europe & Pacific 2012 – 2025 Operational Officer 1989 – 2001
Intelligence Specialist 1986 – 1989
JULIAN COATES
Bowie, MD 20716 • 240-***-**** • ************@***.*** • LinkedIn Profile PROFESSIONAL SUMMARY
Dependable, detail-oriented communications and operations specialist with deep experience in high-volume call center environments, customer service delivery, and emergency response operations. Skilled in handling complex customer inquiries, resolving operational challenges, maintaining accurate documentation, and supporting diverse populations with empathy and professionalism. Seeking a part-time role to leverage proven telephone, technical, and de-escalation strengths.
CORE COMPETENCIES
Inbound & Outbound Call Handling
Customer Resolution & Service Excellence
Emergency Communications & Triage
Data Entry, Reporting & Documentation
Active Listening & Conflict De-escalation
Team Collaboration & Operations Support
PROFESSIONAL EXPERIENCE
AMERICAN RED CROSS – SERVICE TO THE ARMED FORCES
Served as primary point of contact for 180+ staff, external partners, and government stakeholders within a national emergency services call center.
Handled incoming communications, assessed critical customer needs, and dispatched emergency assistance to service members and families.
Monitored call quality and key performance metrics to ensure accurate, empathetic, and compliant service delivery. Designed and standardized service delivery models to streamline call resolution processes and elevate customer satisfaction.
AMERICAN RED CROSS – SERVICE TO THE ARMED FORCES
Oversaw operational and humanitarian service programs supporting diverse, international communities across 9 overseas locations.
Coordinated high-volume communications, emergency preparedness, and crisis response efforts across multiple teams.
Maintained clear, professional communication channels with senior stakeholders, community partners, and official representatives.
CENTRAL INTELLIGENCE AGENCY (CIA)
Gathered, evaluated, and communicated critical information with high accuracy in fast-paced, high-security environments.
Built trusted working relationships with diverse partners and inter-agency teams to achieve key operational objectives. UNITED STATES ARMY
Produced clear operational assessments and concise briefings for mission support and leadership planning. TECHNICAL SKILLS & SECURITY CLEARANCE
Software & Systems: Microsoft Office Suite (Word, Excel, Outlook, PowerPoint), CRM & Service Databases, Call Center Management Systems, Virtual Platforms (Teams, Zoom). Security Clearance: Active Secret Clearance (Previously held TS/SCI and additional compartmented clearances).
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