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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx


Experienced customer service and operations professional with 15+ years of experience within high-stress environments and significant experience in providing stellar levels of service to internal and external customers. Experienced in dispatching emergency services, managing a multi-line switchboard, analyzing customer service issues, and developing comprehensive best practices. Equipped with a significant level of communication and interpersonal abilities in addition to a strong background in effectively fostering positive relationships with co-workers, vendors, clients, and members of management.


Key Competencies


         Customer Service

         Operations Management


         Airline Regulations


         Team Leadership

         Strategy Implementation

         Project Management



         Process Improvement

         Attention to Detail

         Complex Problem Solving

         Microsoft Office Suite


Professional Experience

City of Phoenix, Phoenix, AZ 2004-Present

Aviation Communications Dispatcher

  • Directly manage several operational and logistics functions within a fast-paced environment with a focus on increasing productivity and efficiency
  • Utilize superior communication and interpersonal skills in order to foster positive relationships with both internal and external customers in addition to diffusing complex customer service issues
  • Dispatch emergency services (fire, police, etc ) as needed to medical emergencies, service calls, fires, and various aircraft alerts such as security breaches
  • Handle several calls simultaneously through a multi-line switchboard system, monitor alarm systems, and prioritize calls in order to ensure emergency situations are quickly addressed
  • Respond in a tactful manner to media calls in the absence of the Public Relations Officer, ensure daily logs are completed, and maintain employee documentation such as attendance and overtime
  • Achievements Include:
    • Played an integral role in the Emergency Operations Center activation which required superior time management and organizational abilities
    • Acted as OOC which required analyzing operational issues and making key decisions which affected daily airport operations
    • Awarded a Gold Phoenix Excellence Award (2005)


Additional Professional Experience


  • Sr. Account Manager/Unit Coordinator, Discover Financial Services




Bachelor s in Criminal Justice, Specialization in Homeland Security/Emergency Management

Member, Alpha Phi Sigma (National Criminal Justice Honor Society)

Name of University (Currently Attending)

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