Janet Palin
Winnipeg,MB
Summary
Dedicated and highly experienced monitoring station professional with 23 years of expertise in emergency response coordination, alarm monitoring, dispatch and customer service. I have strong communication and problem solving skills with experience training and mentoring new employees. Proficient in Manitou and SBN operating systems, technical troubleshooting and handling high-pressure situations while providing exceptional customer support.
Overview
23
23
years of professional experience
Work History
Alarm Operator
AAA Alarms
Winnipeg, MB
12.2002 - 08.2025
- Responded professionally and promptly to residential and commercial alarm events including burglary, fire, panic hold-up and trouble signals.
- Dispatched emergency responders, including police, fire departments, and guard services in response to alarm activations and emergency situations.
- Served as a 911 Operator for the communities of st. Paul and St. Anne, ensuring accurate communication with emergency response coordination.
- Acted as Training Coordinator, responsible for training new employees in the classroom and hand on in the monitoring station.
- Developed and implemented a text-based communication system to better support hearing impaired customers.
- Created, updated and maintained various troubleshooting manuals for various alarm panels to be used by the monitoring center operators.
- Managed customer escalations professionally and effectively, ensuring timely resolution and customer satisfaction.
- Delivered exceptional customer service in a fast paced monitoring and dispatch environment.
- Dispatched and and coordinated with on call technicians as required.
- Created and scheduled service tickets for customers requiring technical support or maintenance.
- Responded to and managed after hour building emergencies on site.
- Assisted with data entry and account administration, including creating new customer accounts, cancelling accounts, updating customer information and creating action patterns.
- Proficient in using Manitou and SBN operating systems in a fast paced alarm monitoring and dispatch environment.
Education
High School Diploma -
Pierre Radisson Collegiate
Winnipeg, Manitoba06-1993
Skills
- Alarm monitoring and emergency dispatch
- Emergency response coordination
- 911 communications
- Customer service excellence
- Conflict resolution and escalation handling
- Training and employee development
- Attention to detail
- Techinical troubleshooting
- Excellent verbal and written communication
- Proficient in using Manitou and SBN operation systems
- Problem solving
- Adaptability and critical thinking
- Multitasking in a high-pressure environment
Languages
English
Native or Bilingual
Interests
- Hiking
- Cooking
- Knitting and Crocheting
- Music
- Painting
- Crafter
- Photography
Timeline
Alarm Operator
AAA Alarms
12.2002 - 08.2025
High School Diploma -
Pierre Radisson Collegiate