SELIA SELF
Cherokee County E 9-1-1
Canton
1
Certification
24
years of professional experience
Operations leader with hands-on experience in high-volume customer support and mission-critical public safety. Advanced from frontline AT&T support into operations leadership overseeing approximately 120 agents; currently leads shift operations, quality, and training in a 24/7 E 9-1-1 center supporting law enforcement, fire, and EMS.
Work History
Lead Communications Officer | Communications Training Officer | Communications Officer
5 Years 11 Months- Lead real-time shift operations in a 24/7 emergency communications center, coordinating staffing, radio assignments, call-taking coverage, breaks, overtime/call-outs, and resource movement as demand changes.
- Direct room-level decisions during major incidents supporting law enforcement, fire, and EMS; monitor daily call activity and ring-time performance against the center standard of answering 90% of calls within 10 seconds.
- Oversee shift training and quality: supervise Communications Training Officers, review DORs and medical-call QA, maintain training/certification requirements, and have personally trained 10+ communications officers across nine radio positions.
- Created radio-assignment/rotation tracking and leadership-development processes to improve coverage flexibility and prepare CTOs for higher-level responsibilities.
- Troubleshoot and escalate mission-critical CAD, radio, telephone, and related technology issues; coordinate with vendors and partners. Systems include PremierOne CAD, VESTA, and Motorola CommandCentral.
Corporal / Police Officer
8 Years 2 Months- Supervised personnel, reviewed reports and activity, addressed performance/discipline issues and complaints, and made operational decisions in a high-accountability public-safety environment.
- Managed complex investigations from initial report through resolution, including interviews, evidence, records analysis, subpoenas, warrants, and external coordination; served as a certified ChildFirst forensic interviewer.
- Managed/troubleshooted the department's WatchGuard system and served in specialized roles including School Resource Officer and DARE instructor.
Dispatcher / Reserve Police Officer
1 Year 1 Month- Dispatched police, fire, and EMS and supported radio, telephone, NCIC, warrant, background-check, and public-safety records functions.
Frontline Agent ? Team Manager ? Operations Manager
3 Years 9 Months- Advanced from frontline customer support into operations leadership, ultimately overseeing approximately 120 agents through a team-management structure in a metrics-driven AT&T contact center.
- Managed AHT, ACW, hold time, transfers, FCR, QA, customer surveys, attendance, utilization, and schedule adherence; translated performance data into coaching, corrective action, PIPs, and operational action plans.
- Built performance tools including color-coded call-stat analysis and attendance/schedule-deviation reporting with pivot-table analysis; selected for gap-analysis work to identify root causes of high AHT while maintaining quality.
- Led training for approximately 30 agents during a Business Care launch, supported the Cingular-to-AT&T migration, and audited Team Managers' QA evaluations to reinforce consistent scoring and coaching.
- Served as a site SME during major iPhone launches, coordinating real-time issues and escalations with AT&T and Apple; managed live operations using Avaya CMS and worked in Telegence and CARE.
Administrative / Personnel Support Specialist
2 Years 4 Months- Provided personnel, administrative, and logistical support, including deployment support in Iraq and personnel actions for approximately 150 service members.
Education
Master of Business Administration (MBA)
Graduate Certificate - Cybersecurity Management
Bachelor of Science - Justice Studies
Skills
Customer Support Operations
KPI & Performance Management
Quality Assurance
Coaching & PIPs
Workforce Scheduling & Adherence
Training & Onboarding
Escalation Management
Process Improvement
Operational Reporting & Data Analysis
Public Safety Technology
Certification
- APCO Communications Training Officer
- Emergency Medical Dispatch (EMD)
- GCIC Full Terminal Operator
- ICS 100/200/300/400/700
- FBI-LEEDA Supervisor Leadership Institute
- FBI-LEEDA Command Leadership Institute
- ChildFirst Forensic Interviewer
Personal Information
Title: CUSTOMER SUPPORT & OPERATIONS LEADER
Timeline
Lead Communications Officer | Communications Training Officer | Communications Officer
Cherokee County E 9-1-1
11.2020 - CurrentRead More
Corporal / Police Officer
Marysville Police Department
03.2012 - 05.2020Read More
Dispatcher / Reserve Police Officer
Wamego Police Department
01.2011 - 02.2012Read More
Frontline Agent ? Team Manager ? Operations Manager
Alorica - AT&T Program
09.2006 - 06.2010Read More
Administrative / Personnel Support Specialist
United States Army
10.2002 - 02.2005Read More
Fort Hays State University
Bachelor of Science from Justice Studies
Read More
Auburn University
Graduate Certificate from Cybersecurity Management
Read More
Auburn University
Master of Business Administration (MBA)
Read More