Michelle Lunsford
McDonough
Summary
Results-driven Quality Assurance Specialist and Dispatcher at Henry County Police & Fire E911 Communications, adept at enhancing workflow efficiency through automation and fostering a culture of continuous improvement. Demonstrated exceptional problem-solving and customer service skills, ensuring compliance with industry standards while managing high-pressure situations effectively.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Quality Assurance Specialist & Dispatcher
Henry County Police & Fire E911 Communications
08.1996 - 08.2024
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Ensured product compliance with industry regulations by staying up-to-date on relevant standards and guidelines, implementing necessary changes to maintain conformance.
- Optimized workflow efficiency by introducing automation tools into the QA process where appropriate.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Streamlined the documentation process, ensuring adherence to industry standards and regulatory requirements.
- Promoted a culture of continuous improvement within the organization by leading training sessions on various aspects of quality control methodologies.
- Boosted team morale through regular performance evaluations and constructive feedback sessions.
- Optimized dispatcher workflows through data-driven analysis, allowing for more effective management of high-pressure situations.
- Provided exceptional customer service to callers in crisis, displaying empathy while obtaining necessary information for emergency response teams.
- Monitored Police and Fire radios to provide assistance to responding personnel.
- Handled high-pressure situations calmly and professionally, successfully managing multiple calls simultaneously during peak hours.
- Maintained accurate records of all incoming calls, ensuring thorough documentation for future reference and analysis.
Education
High School Diploma -
Henry County High School
McDonough, GA06-1994
Skills
- Detail-oriented
- Quality assurance
- Problem-solving skills
- Analytical thinking
- Customer service
- Documentation and reporting
- Establishing and enforcing policy
- Call prioritization
- Active listening
- Telephone etiquette
- Call center operations
- Time management
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of eight staff members.
- Nominated for Emergency Telecommunicator of the year by the International Academy of Emergency Dispatch
Certification
Public Safety Instructor
Emergency Medical Dispatch
Quality Assurance for Emergency Medical Dispatch
CPR
GCIC/NCIC
Public Safety Telecommunicator
Languages
English
Timeline
Quality Assurance Specialist & Dispatcher
Henry County Police & Fire E911 Communications
08.1996 - 08.2024
High School Diploma -
Henry County High School
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