Mikhayla Lue-Kim
21 Fairway Lane, Guelph,ON
OBJECTIVE
To obtain a full time dispatching position in Emergency Telecomunications with a focus on the Emergency Services sector.
Summary
- Devoted Dispatcher with experience leading dispatching activities using team management and complex problem-solving skills. Resourceful at juggling multiple tasks when scheduling deliveries, optimizing routes and prioritizing jobs. Practiced in opening, delegating and closing D3 dispatches and incidents with speed and accuracy
- Dedicated administrative associate with solid background in high-volume office environments focused on delivering exceptional clerical and operational support for professionals.
- Maintains an upbeat and friendly demeanor and sound judgment to handle diverse daily tasks with minimal oversight.
- Well-versed in managing office supplies, paperwork and project needs.
- Results-driven individual with track record of excelling in fast-paced office environments. Strong client relations skills and ability to resolve issues with tact and diplomacy to drive client retention and loyalty.
- Knowledgeable in industry terminology, products and services to effectively address and respond to public and personnel inquiries.
- Responsible and possesses first-rate scheduling, telephone and documentation abilities. Service-oriented individual with expertise in preparing and modifying documents, coordinating meetings and trips and preparing responses on behalf of company.
- Committed to establishing stellar rapport with clients of diverse backgrounds.
- Extensive background managing busy reception areas and multi-line telephone systems.
- Security-conscious and astute in control of confidential documentation.
Skills
- AR/AP and accounting support
- Adapting to all assigned tasks
- Recordkeeping, bookkeeping and transporting files
- Types 5796 WPM
- Records management and inventory systems
- Understands grammar
- Operational processes
- Confidential and sensitive document control
- Strong interpersonal skills
- Dedicated team player
- Meticulous attention to detail
- Time management and multitasking skills
- Deadline-oriented and skilled in task prioritization
- Customer relations
- Basic life support knowledge
- Critical thinker
- Conflict resolution
- Devoted to maintaining confidentiality
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Overview
14
14
years of professional experience
2
2
Post Secondary Education Certifications
2
2
First Aid & ASIST Trained
3
3
Years experience in Emergency Telecommunications
Work History
Full Time Calltaker
Toronto Police Service
Toronto, ON
05.2023 - 02.2024
- Resolved customer complaints related to service issues or delays.
- Managed a large volume of phone calls while ensuring accuracy in data entry, and maintaining call processing standards
- Interacted with local law enforcement agencies when responding to incidents in progress. Such as OPP, Durham Regional Police Service, Peel Regional Police Service, York Regional Police Service, Toronto Fire Service, Toronto Ambulance, Recovery Science etc.
- relayed, received and worked in tandem with transportation services such as TTC, GO Transit, MetroLinx, their station operators, communications centres and Special Constable detachments
- Identified locations and needs of callers to accurately send assistance.
- Responded immediately to emergencies by initiating outbound calls to police agencies and emergency contacts.
- worked daily with databases such as CPIC Person/Vehicle, PARIS Person/Vehicle, internal employee directories, records, data based on provider for subscriber information
- Ensured compliance with service specific policies was reflected in calls for service requests
- Communicated with individuals within inbound call center setting to complete dispatch support for Emergency calls.
- Facilitated the organization of emergency calls for service and non emergency calls, and directed complainants to the proper phone line
- triaged all incoming calls and referred to Bylaw, 811 TeleHealth, 211 Community Services and resources, Toronto Community Housing initiatives
- maintained a professional, courteous and efficient demeanour through all means of communication through recorded phone lines, CAD, CPIC etc.
Full Time Dispatcher
University of Guelph Campus Safety Office
Guelph, ON
09.2021 - Current
- Proficient with programs such as D3, NeoConnex, Genetec, DataTel/Colleague, T2 Flex(parking database), StarRez and notification programs such as Everbridge and AppArmor
- Prioritized responses to public emergency and non-emergent calls to promptly dispatch allied agencies such as local police, fire and EMS while tracking data in real-time
- Monitor alarms, effectively transmit radio calls, multitask with multi-line telephone lines, relay information to officers and prioritize resource management and personnel accountability
- Excellent keyboarding, data entry, and customer service skills
- Systematic with supporting other campus resources such as Custodial, Grounds, Parking Services, Building mechanics and the Physical Resources department
- Proficient in maintaining confidentiality and privacy of all callers and parties involved while working in a high stress environment
- Optimized project completion time by troubleshooting after-hour emergencies for immediate repair
- Extremely capable of intaking requests from the public, staff and students
- Adept with using and comprehending 8-codes, 9-codes and 10-codes
Administrative Assistant/Receptionist
Royal J&M Distributing
Guelph, ON
01.2019 - 08.2021
- Increased accuracy by verifying data while processing incoming and outgoing cheques and wire transfers
- Collected, calculated and reported on expenditure and statistical data to inform senior management
- Entered invoice data into company database and updated details, including customer contacts and delivery dates to keep information current
- Organized and maintained filing and document management systems by coordinating, archiving and purging files
- Managed building access by supplying key cards to employees and visitors
- Developed administrative processes to achieve organizational objectives and improve office efficiency
Head Cashier
Royal J&M Distributing
Guelph, ON
07.2017 - 01.2019
- Worked closely with front-end staff to assist customers and maintain satisfaction levels. Maintained work area in clean and neat manner
- Upheld Loss Prevention procedures during transactions and closing tasks
- Trained employees in use of registers, merchandising of stock and satisfaction of diverse customer needs
- Developed training and mentoring procedures to keep team member performance strong and optimized for store needs
- Adapted to roles of other departments to provide coverage and keep store operational
- Contributed abilities during heavy work periods and to cover missing employees to uphold strong service levels for customers
Assistant Store Manager
Foot Locker Canada
Guelph, ON
08.2010 - 06.2017
- Assisted in overall day-to-day operations of store, including continuous development of effective store associates to achieve desired sales and results
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability
- Collaborated with company team members to promote profit
- Maintained retail store presentation by overseeing merchandise replenishment, customer courtesy and inquiry response
- Coached and developed store associates through formal and informal interactions
- Collaborated with department heads to identify opportunity, develop timely solutions and create action plans
- Led teams in planning, implementation and execution of merchandising and operating initiatives to streamline business effectiveness
Education
Ontario College Certificate - Pre-Service Firefighter Education And Training
Humber College
Toronto, ON07.2015
Graduate Certificate - Emergency Telecommunications
Humber Institute of Technology And Advanced Learning
Toronto, ON05.2014
High School Diploma -
Centennial Collegiate Vocational Institute
Guelph, ON06.2012
Certification
- ASIST certified, (Applied Suicide Intervention /skills Training) - July 2022
- CPR, First Aid and AED Level-C Certified - Workplace Medical Corp. First Aid Training - April 13, 2022
- Social Committee Member, Royal Distributing - 2019
- Basic Life Support Provider, Heart & Stroke Foundation of Canada - January 2019
- Communicating with the Deaf in Emergency Situations, Humber College Continuing Education - November 2016
- Emergency Medical Responder, Canadian Red Cross - February 2015- February 2018
- Ontario College Certificate, Pre-Service Firefighter Education & Training Program, Endorsed by the Office of the Ontario Fire Marshall & Ontario Association of Fire Chiefs - June 2015
- WHMIS/Hazmat Certification, Awareness Level - August 2014 -June 2015
VOLUNTEER EXPERIENCE
- Guelph Firefighter's Benevolent Foundation - 2015 to present
- Student Orientation for Humber College's Pre- Service Firefighter program - Summer 2015
- Emergency Medical Responder certification practical assistant - Summer 2015
- Oakville Fire Department's Training Facility Annual Open House - Fall 2014
- Guelph Salvation Army for Holiday food hamper assembly - Winter 2013
- Guelph Salvation Army and Guelph Fire Department holiday food hamper distribution - Winter 2013
- Guelph Food Bank gift wrapping - Winter 2013
Timeline
Full Time Calltaker
Toronto Police Service
05.2023 - 02.2024
Full Time Dispatcher
University of Guelph Campus Safety Office
09.2021 - Current
Administrative Assistant/Receptionist
Royal J&M Distributing
01.2019 - 08.2021
Head Cashier
Royal J&M Distributing
07.2017 - 01.2019
Assistant Store Manager
Foot Locker Canada
08.2010 - 06.2017
Ontario College Certificate - Pre-Service Firefighter Education And Training
Humber College
Graduate Certificate - Emergency Telecommunications
Humber Institute of Technology And Advanced Learning
High School Diploma -
Centennial Collegiate Vocational Institute
- ASIST certified, (Applied Suicide Intervention /skills Training) - July 2022
- CPR, First Aid and AED Level-C Certified - Workplace Medical Corp. First Aid Training - April 13, 2022
- Social Committee Member, Royal Distributing - 2019
- Basic Life Support Provider, Heart & Stroke Foundation of Canada - January 2019
- Communicating with the Deaf in Emergency Situations, Humber College Continuing Education - November 2016
- Emergency Medical Responder, Canadian Red Cross - February 2015- February 2018
- Ontario College Certificate, Pre-Service Firefighter Education & Training Program, Endorsed by the Office of the Ontario Fire Marshall & Ontario Association of Fire Chiefs - June 2015
- WHMIS/Hazmat Certification, Awareness Level - August 2014 -June 2015
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