Vicky McGathy
LifeLine EMS
Villa Rica
1
Certification
21
years of professional experience
Experienced with managing high call volumes and resolving customer issues promptly. Utilizes effective communication techniques to ensure customer satisfaction and retention. Knowledge of call center procedures, enhancing operational efficiency and team productivity.
Work History
Call Center Associate III
2 Years 5 Months- Managed high-volume inbound calls, providing exceptional customer service and support.
- Resolved patient inquiries efficiently, ensuring accurate information delivery and satisfaction.
- Assisted in the training of new associates, sharing best practices for effective call resolution and customer satisfaction.
- Handled Emergency Codes such as Code Blues, Rapid Responses, Weather Alerts, and Fire Alarms
Dispatch/Transit Supervisor
5 Years- Oversee all the daily duties for dispatch and transit (day and night shift)
- Coordinated vehicle maintenance schedules, ensuring timely oil changes and tire replacements.
- Keep logs of attendance and vacation requests from drivers and dispatch and plan the weekly schedule for drivers and dispatch.
- Maintained logs of attendance and vacation requests, facilitating weekly scheduling for drivers and dispatch.
- Answers phones for requests for non-emergency discharges, Dr. appointments, dialysis, and dispatch estimated time of arrivals.
- Answers phones for requests for non-emergency discharges, Dr appointments, dialysis, and dispatch estimated time of arrivals.
- Provides information for provider, along with projected service times.
- Facilitated communication by directing calls to the right employees.
- Follow-up on appointments scheduled.
- Completes call logs and reports.
- Ensures everything is accurate for the billing department.
- Verified accuracy of records for billing department, supporting timely and accurate invoicing.
- Followed company policies and procedures to ensure compliance.
- Executed additional duties as required to support operations.
Parts Specialist/Shop receptionist
3 Years 6 Months- Sold parts to customers, managed inventory control, and processed returns and special orders. Handled billing for all trucks, ensuring accuracy and timeliness. I received and did purchase orders for all the invoices we received. Ensured accurate billing for all trucks and labor time, maintaining compliance with company standards. We used CDK program for our work.
- Reference available -Rodney Griffin 770-826-4127
- Managed inventory control for parts, ensuring accurate stock levels and timely restocking.
- Collaborated with sales team to identify customer needs and recommend appropriate parts solutions.
- Streamlined order processing by implementing efficient tracking systems, reducing lead times significantly.
Receptionist
1 Year 9 Months- Responded to incoming phone calls from customers and drivers, ensuring timely communication., filing, data entry, greeting drivers and customers, creating and maintaining various spreadsheets. Also, the drivers center managers direct assistant. I supported office staff by providing assistance. I assist with safety planning. Assist the drivers with various things. Anywhere from online training to getting set up online to view their pay. Maintained accurate and updated drivers' files to ensure compliance with organizational standards. I assist with recruiting new teams.
- Reference available —Terry Turner 770-313-9773
- Managed front desk operations, ensuring efficient flow of communication and visitor management.
- Developed and maintained filing systems to enhance document retrieval and organization.
Communications Officer
9 Years 6 Months- Managed multi-tasking and typing responsibilities while utilizing computer skills to efficiently dispatch information to appropriate agencies under stress.
- Led crisis communication efforts, ensuring timely and accurate information distribution during emergencies.
- Trained team members on effective communication practices to improve overall departmental efficiency.
- Operated emergency response systems to update and retrieve up-to-date information for first responders.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Automated document flow by ensuring logbooks and fire, accident, and emergency reports were maintained with 100% accuracy.
- Reduced risks and emergency response issues by observing public safety field units.
- Highlighted certifications and achievements
- Georgia criminal Investigations Center Certified, Emergency Medical Dispatch Certified, Supervisor training, CPR certified.
- Demonstrated proficiency in typing and computer skills
- Applied computer skills to prepare audits, ensuring accuracy and compliance in emergency response documentation.
- Reference available: Jill Haynes 678-416-3075
Education
GED
Skills
Call center support
Effective communication
Call center management
Logging call information
Multitasking
Emergency response coordination
Calm under pressure
Customer support
Data entry accuracy
Operational efficiency
Certification
Georgia criminal investigation center license, Excel 1 and 2 certificate, Emergency medical dispatch certified, Georgia Communications certified, CPR Certification
Timeline
Call Center Associate III
Tanner Medical Center
2024.04 - CurrentRead More
Dispatch/Transit Supervisor
LifeLine EMS
2021.09 - CurrentRead More
Parts Specialist/Shop receptionist
Jordan Truck Sales
2018.01 - 2021.07Read More
Receptionist
East West express
2015.11 - 2017.08Read More
Communications Officer
Haralson co 911
2005.08 - 2015.02Read More
Villa Rica High School
GED
Read More
Qualifications
I have worked in customer service during my entire working career which has given me strong communication skills. I can work in a high stress environment and multi-task while maintaining professionalism. I have great organizational skills and I am strong in time management.