Calencia Jones

911 Dispatcher / Call Taker / Directed team of dispatchers Grady Health System July 2021 – Present

• Prioritize high-volume calls while maintaining exceptional accuracy and professionalism in high-pressure situations.
• De-escalated distressed callers and resolved concerns with empathy and professionalism, contributing to improved caller satisfaction and safety.
• Coordinate emergency medical responses while collecting, verifying, and documenting accurate patient and incident information.
• Communicate professionally with patients, family members, EMS personnel, law enforcement, fire departments, and hospital staff.
• Maintain strict confidentiality while handling sensitive patient information in accordance with HIPAA standards.
• Utilize multiple healthcare and dispatch computer systems simultaneously while entering accurate documentation.
• Led and supervised teams of 15+ employees, ensuring compliance with departmental policies and operational procedures to enhance team effectiveness.
• Verify addresses, demographics, contact information, and incident details to ensure accurate service delivery.
• Collaborated with emergency departments, EMS crews, and healthcare professionals to coordinate patient care, optimizing response times and service delivery.
• Train and mentor newly hired dispatchers on procedures, documentation, and communication protocols.

• Collaborated with staff to identify and address potential safety hazards, enhancing campus safety.
• Participated in safety committees to review safety issues and recommend actionable solutions.
• Delivered exceptional customer service while assisting students, faculty, and visitors.
• Managed high call volumes with professionalism and attention to detail.
• Directed incoming calls to appropriate departments to ensure prompt assistance. while maintaining confidentiality.
• Verified caller information and maintained accurate records through data entry.

• Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance
• Guided customers through purchases, item location, and reward program enrollment to enhance loyalty and satisfaction.
• Resolved inquiries regarding store policies to ensure positive customer experiences.
• Accurately counted money drawers before and after shifts and replenished sales floor merchandise and organized shelves, racks and bins
• Operated cash register for cash, check and credit card transactions with 100% accuracy.
• Processed customer transactions efficiently at checkout with accuracy and efficiency at Wayfield Foods.