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yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000


resume bar.jpgobjective

productive, quality-oriented professional eager to contribute exceptional project management, interpersonal relation and customer service skills toward optimizing operations of a progressive organization.

resume bar.jpgprofile

ø  excel at interacting with broad populations including senior management, staff, clients and external contractors.

ø  effectively define, develop and implement targeted plans to maximize operational productivity and efficiency.

ø  demonstrate outstanding problem solving and active listening skills; diffuse difficult situations with tact and ease.

ø  highly versatile; quickly master new roles, responsibilities, technologies, and environments.

ø  facilitate smooth communication between staff and senior personnel and expedite workflow to attain objectives.

ø  dynamic communication, presentation, relationship building and problem-solving abilities.

professional experienceresume bar.jpg

alarm monitor/dispatcher, dhs, federal protective service - williams-gonzales consulting services                2008-present

  apply industry expertise and advanced communication skills toward calmly responding to inquiries, troubleshooting problems and interrogating callers.

  facilitate and streamline flow of information between staff and field personnel, with strong focus on optimizing communications, productivity and efficiency.

  proficiently monitor and process all alarms and maintain full accountability for following through until final resolution on each occurrence.

  exhibit detail orientation and organizational skills toward maintaining accurate logs of queries and entries, as well as documenting response times of units.

  demonstrate strong technical knowledge of all equipment, including but not limited to communication consoles, radio system, orion system, ncic, ccic and cctv monitoring.


operations center dispatcher - kastle systems                                                                                  2000-2008

  contributed solid communication and interpersonal relation skills toward processing all phone calls quickly and efficiently, while ensuring compliance with all policies and procedures.

  promptly responded to building emergency calls, including police dispatch requests for suspicious person reports and threats on personal safety, elevator emergency calls and fire related calls.

  conducted comprehensive review and analysis of service work orders and coordinated with customer and appropriate departments to provide prompt resolutions to maximize customer satisfaction.

  strategically planned workflow to maximize use of resources while controlling costs and meeting customer needs.


customer service representative, claims examiner - national electronics warranty (n.e.w.)              1999-2000

  promoted superior service and customer satisfaction by promptly resolving issues and preventing escalation.

  successfully applied sharp business acumen toward defining and implementing policies to boost performance.


teller - first union bank (now wachovia)                                                                                             1997-1998

  provided exceptional customer service by maintaining professional behavior and by processing transactions quickly, accurately and efficiently. 

  greeted customers professionally and in a friendly manner to build customer loyalty.

  identified customer needs and referred financial products/services to consumer and small business customers.

resume bar.jpgeducation & professional development

major in legal studies, minor in business law and public policy (in progress) - university of maryland university college (umuc), adelphi, md

leaders in disability policy workshop

community activitiesresume bar.jpg

advocate - health care policy (specifically for children and/or adults with special health care needs)

board member - the coordinating center (one of the primary case management providers for maryland)

attendee - budget hearings, press conference

member - medicaid matters

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