ANTHONY BATISTA
Charlotte
Summary
Emergency Dispatch Quality Analyst and Customer Operations professional with extensive experience in emergency communications, quality assurance, compliance monitoring, and crisis response. Proven success leading international training initiatives, improving dispatch performance standards, and maintaining high customer satisfaction in fast-paced, high-pressure environments. Skilled in Emergency Medical Dispatch (EMD), root cause analysis, process improvement, escalation management, and cross-functional collaboration.
Overview
9
9
years of professional experience
Work History
Emergency Dispatch Quality Analyst (Promoted)
General Motors (OnStar) - Concentrix
Charlotte, NC
01.2022 - 07.2025
- Served as a Subject Matter Expert (SME) overseeing emergency dispatch quality assurance and compliance.
- Selected to lead international training initiatives, supporting implementation of Emergency Medical Dispatch protocols in the Mexico Contact Center.
- Monitored and evaluated emergency dispatch calls to ensure adherence to International Academy of Emergency Dispatch (IAED) standards.
- Conducted root-cause analysis on non-compliant call trends and delivered actionable performance improvement recommendations.
- Partnered with cross-functional teams to enhance operational efficiency, compliance, and service quality.
- Delivered coaching and performance feedback to certified emergency dispatch call takers to improve compliance and customer outcomes.
- Assisted in developing QA procedures, training materials, and operational policies.
Primary Care Advisor
General Motors (OnStar) - Concentrix
Charlotte, NC
04.2021 - 01.2022
- Managed high-volume inbound emergency, roadside, and primary care support calls while maintaining professionalism in high-pressure situations.
- Coordinated directly with 9-1-1 centers, first responders, and public safety personnel to support timely and effective emergency response.
- Applied Emergency Medical Dispatch (EMD) protocols to support critical, life-saving situations.
- Resolved escalated customer concerns while ensuring compliance with safety and service standards.
- Delivered accurate product and service information while maintaining customer satisfaction scores above 98%.
- Demonstrated strong crisis-management, interpersonal communication, and problem-solving skills in emergency scenarios.
- Handled an average of 30+ inbound and outbound emergency-related calls daily.
Patient Services Technician
Carolinas Home Medical Equipment
Matthews, NC
11.2019 - 01.2021
- Assisted patients with medical equipment selection, setup, and education for home healthcare use.
- Coordinated with healthcare providers to ensure timely delivery and service support for medical equipment and supplies.
- Maintained compliance with HIPAA, OSHA, and safety regulations when handling confidential information and hazardous materials.
- Managed inventory records and patient documentation with strong attention to accuracy and detail.
- Collaborated with team members to improve workflow efficiency and service delivery.
Financial Crimes Specialist II
Wells Fargo
Charlotte, NC
01.2017 - 07.2019
- Conducted investigations into suspected fraudulent transactions involving debit card, ACH, PIN, and account takeover fraud.
- Analyzed transaction patterns and identified emerging fraud trends to support risk mitigation efforts.
- Collaborated with internal departments to strengthen fraud prevention strategies and investigative procedures.
- Prepared detailed case documentation and investigative findings while maintaining regulatory compliance standards.
Education
Business Administration Coursework -
Borough of Manhattan Community College
New York, NYSkills
- Emergency Medical Dispatch (EMD)
- Quality Assurance & Compliance
- Call Center Operations
- Crisis Management
- Root Cause Analysis
- Customer Escalation Resolution
- Performance Monitoring & Reporting
- Training & Coaching
- Process Improvement
- Cross-Functional Collaboration
- Fraud Investigation
- Customer Experience (CX)
Timeline
Emergency Dispatch Quality Analyst (Promoted)
General Motors (OnStar) - Concentrix
01.2022 - 07.2025
Primary Care Advisor
General Motors (OnStar) - Concentrix
04.2021 - 01.2022
Patient Services Technician
Carolinas Home Medical Equipment
11.2019 - 01.2021
Financial Crimes Specialist II
Wells Fargo
01.2017 - 07.2019
Business Administration Coursework -
Borough of Manhattan Community College