Michelle Pearson
Stratford,ON
Summary
Attentive Dispatcher with over 10 years of experience prioritizing emergency calls to dispatch appropriate services. Calm, compassionate and kind professional with in-depth knowledge of multi-line telephone systems and Complex Computer Systems. Skillful in handling stressful, emergency situations while accurately relaying information to public safety personnel.
Overview
17
17
years of professional experience
Work History
Communications Operator/Dispatcher
Fire Department
01.2018 - Current
- Successfully managed high-stress situations with composure, effectively coordinating multi-agency responses when needed.
- Delivered exceptional customer service by addressing caller inquiries with empathy and professionalism.
- Enhanced emergency response times by efficiently prioritizing and dispatching incoming calls.
- Reduced radio traffic congestion with effective use of communication channels and protocols.
- Remained calm and poised in stressful situations, diffusing angry callers and mitigating issues.
- Gathered customer information and promptly input data into computer system.
Ambulance Communications Operator
Ministry Of Health
01.2011 - 08.2018
- Collaborated with other dispatchers to ensure seamless shift transitions and continuous coverage during peak periods.
- Maintained a high level of professionalism while handling stressful situations, ensuring efficient operations in critical moments.
- Handled complex medical emergencies calmly and efficiently, often coordinating multiple responding units simultaneously.
- Improved response times by efficiently prioritizing and dispatching emergency calls to appropriate units.
- Enhanced communication between ambulance crews and dispatch by providing accurate and timely information.
Call Centre Respresentative
Stratford Festival Of Canada
04.2007 - 06.2009
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Responded to customer questions via telephone and written correspondence regarding ticket sales.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
Education
Certificate - Emergency Telecommunications
Fanshawe College of Applied Arts And Technology
London, ON12.2010
Bachelor of Science - Criminology And Criminal Justice / Sociology
Niagara University
Niagara Falls, NY05.2006
Skills
- Strong attention to detail
- Typing min of 50 WPM
- Critical Thinking
- Empathy and patience
- Radio operation
Timeline
Communications Operator/Dispatcher
Fire Department
01.2018 - Current
Ambulance Communications Operator
Ministry Of Health
01.2011 - 08.2018
Call Centre Respresentative
Stratford Festival Of Canada
04.2007 - 06.2009
Certificate - Emergency Telecommunications
Fanshawe College of Applied Arts And Technology
Bachelor of Science - Criminology And Criminal Justice / Sociology
Niagara University
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