Brandie Hicks
North Wilkesboro,NC
Summary
Reliable professional skilled in managing high-pressure situations and coordinating communications among emergency services. Known for exceptional computer literacy and a strong focus on quality control, ready to contribute to operational excellence.
Overview
12
12
years of professional experience
Work History
Telecommunicator
Wilkes County Sheriff's Office
Wilkesboro, NC
09.2022 - Current
- Operated multi-line phone system to efficiently route emergency and non-emergency calls and texts.
- Coordinated communication between dispatchers, multiple law enforcement agencies, and multiple emergency service organizations.
- Utilized computer-aided dispatch (CAD) software for real-time incident tracking.
- Monitored radio communications to maintain situational awareness during incidents.
- Leveraged radio, telephone and computerized and electronic equipment to dispatch law enforcement, fire or medical assistance units to scene of emergency.
- Analyzed and interpreted complex data from multiple sources.
- Assisted in the training of new telecommunicators, sharing expertise on best practices for successful call management and dispatching procedures.
- Enhanced emergency response times by effectively prioritizing and dispatching emergency calls.
- Facilitated interdepartmental collaboration by acting as a liaison between various emergency services agencies.
- Directed dispatching, routing, and tracking of 20+ emergency vehicles at a time on a regular basis. With average calls having 2-3 emergency vehicles involved per call and 6-10 active calls at once.
Behavioral Health Technician
HomeCare Management
Statesville, NC
01.2017 - Current
- Implemented therapeutic interventions to promote emotional well-being.
- Maintained accurate documentation of patient progress and incidents.
- Delivered compassionate care under challenging circumstances, consistently demonstrating resilience and adaptability when faced with unexpected obstacles or setbacks in patient progress.
- Provided crisis intervention services, successfully de-escalating situations and ensuring patient safety.
- Assisted in developing individualized treatment plans for clients.
- Monitored patient health and behavior and reported changes to healthcare team.
- Utilized Therap, Zoom, and regular e-mail communications to optimize patient care and transparency.
- Assisted clients in an in-home and community based setting away from direct supervision while maintaining clear and effective communication with supervisors, care coordinators, and insurance teams.
- Managed around 20 goals per client on a daily basis.
Store Manager
SUBWAY®Restaurants
Elkin, NC
03.2021 - 04.2023
- Oversaw daily operations, ensuring compliance with company standards and procedures.
- Managed staff schedules, optimizing labor costs while maintaining service quality.
- Trained and mentored team members, enhancing performance and customer service skills.
- Implemented inventory control measures, reducing waste and improving stock levels.
- Fostered a positive work environment, promoting teamwork and employee satisfaction initiatives.
- Analyzed sales data to inform strategic decisions, driving store profitability and efficiency.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Ensured compliance with all applicable laws, regulations, policies by regularly reviewing store procedures and taking corrective measures when necessary.
- Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
- Oversaw interviewing and hiring process for employees for 3 stores regularly.
Substitute Teacher
Wilkes County Schools
North Wilkesboro, NC
02.2017 - 02.2021
- Delivered instructional support across diverse subjects, adapting materials for various learning styles.
- Implemented classroom management strategies to maintain a positive and productive learning environment.
- Fostered relationships with students to promote engagement and encourage academic success.
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Developed strong rapport with students through consistent encouragement and support, fostering a positive learning atmosphere conducive to academic growth.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Provided support to special education students in inclusive classrooms, developing accommodations and modifications to meet their unique needs.
- Maintained accurate records of student attendance, grades, and progress reports, ensuring timely submission to administration for reporting purposes.
- Worked in classrooms independently that averaged around 25-35 children per teacher.
Repair Services Agent
Lowe's Home Improvement
Wilkesboro, NC
03.2015 - 11.2016
- Delivered exceptional customer service through effective communication and problem-solving techniques.
- Managed high volumes of inbound calls, ensuring timely resolution of customer inquiries and concerns.
- Utilized CRM software to document interactions and track issue resolution processes accurately.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Coordinated scheduling of repair services, balancing workload among technicians to meet deadlines consistently.
- Assisted customers with warranty claims, ensuring proper documentation was submitted for processing.
Data Entry Specialist
Brock & Scott, PLLC
Wilkesboro, NC
10.2014 - 11.2015
- Managed accurate data entry for legal documents and case files.
- Ensured compliance with firm protocols in data management practices.
- Trained junior staff on data entry procedures and software usage.
- Completed data entry tasks with accuracy and efficiency.
- Reduced errors in data records by conducting thorough quality checks and implementing corrective measures.
- Managed foreclosure processes, ensuring compliance with state and federal regulations.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Took over foreclosure dismissal processes working directly with office attorneys.
- Ran title searches through appropriate programs.
- Paid attention to detail while completing assignments.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
- Utilized Microsoft teams, outlook, excel, and word daily to complete tasks.
- Worked from 2-5 spreadsheets daily in order to assist attorneys by complete dismissal and title search processes
- Processed high volumes of data with accuracy and efficiency using advanced database management systems.
Education
Associate of Arts - Elementary Education
Wilkes Community College
Wilkesboro, NC12-2022
Associate of Applied Science - Forensic Science
Surry Community College
Dobson, NC05-2020
Associate of Applied Science - Criminal Justice
Surry Community College
Dobson, NC05-2020
Skills
- Inbound customer service
- Information gathering
- Multi-line telephone systems
- Time management
- Attention to detail
- Reliability
- Data entry
- Self motivation
- Computer literacy
- Quality control
Timeline
Telecommunicator
Wilkes County Sheriff's Office
09.2022 - Current
Store Manager
SUBWAY®Restaurants
03.2021 - 04.2023
Substitute Teacher
Wilkes County Schools
02.2017 - 02.2021
Behavioral Health Technician
HomeCare Management
01.2017 - Current
Repair Services Agent
Lowe's Home Improvement
03.2015 - 11.2016
Data Entry Specialist
Brock & Scott, PLLC
10.2014 - 11.2015
Associate of Arts - Elementary Education
Wilkes Community College
Associate of Applied Science - Forensic Science
Surry Community College
Associate of Applied Science - Criminal Justice
Surry Community College