Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Victoria Reavis

Statesville

Summary

Professional, detail-oriented emergency communications leader ready to excel in supervisory roles. Demonstrates strong skills in team coordination, crisis management, and operational oversight. Known for adaptability, reliability, and commitment to achieving results in high-pressure environments. Proficient in managing complex situations, ensuring effective communication, and fostering collaborative work atmosphere.

Overview

12
12
years of professional experience
1
1
Certification

Work History

911 Dispatch Supervisor

City of Statesville Police Department
03.2020 - Current
  • Enhanced dispatcher training program, resulting in increased efficiency and reduced errors.
  • Assisted in budget planning and management for the 911 Dispatch Center, contributing to cost-effective operations.
  • Coordinated timely responses to critical incidents by effectively managing staff resources under pressure-filled circumstances.
  • Served as a mentor and resource to junior dispatchers, fostering professional growth and development within the team.
  • Reduced employee turnover by implementing a supportive and growth-oriented work environment.
  • Led cross-functional teams in addressing complex issues or incidents requiring coordinated responses from multiple agencies within the community.
  • Promoted an inclusive workplace culture that fostered collaboration among diverse employees across various shifts and roles.
  • Improved response times by streamlining call prioritization and dispatch processes.
  • Implemented regular performance evaluations, providing constructive feedback to team members for continuous improvement.
  • Maintained high-quality records management system to support ongoing operations as well as after-action reporting requirements.
  • Conducted regular equipment audits, ensuring all technology was functional and up-to-date for effective call handling capabilities.
  • Facilitated efficient communication between dispatchers and first responders, leading to faster response times during emergencies.
  • Implemented new policies procedures as needed based on lessons learned from past experiences or evolving industry standards ensuring the most effective approach possible within our emergency communications center.
  • Developed and maintained strong relationships with local emergency service providers to ensure seamless cooperation during crisis situations.
  • Oversaw scheduling for the 911 Dispatch Center, ensuring optimal staffing levels during peak hours and special events.
  • Assisted callers in emergency situations with appropriate information and support.
  • Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
  • 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.
  • Completed appropriate forms and radio announcements for police department needs such as BOLO requests.

Customer Service Manager

The Home Depot Inc
10.2015 - 03.2020
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Followed through with client requests to resolve problems.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
  • Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
  • Kept accurate records to document customer service actions and discussions.
  • Coordinated with product development team to address frequent customer issues.
  • Reduced customer complaints by proactively identifying and addressing common issues.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Established team priorities, maintained schedules and monitored performance.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Shift Leader

Jet's Pizza
01.2013 - 08.2015
  • Trained new employees and delegated daily tasks and responsibilities.
  • Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
  • Completed cash and credit card transactions accurately using POS software.
  • Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
  • Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
  • Served as a reliable point-of-contact for upper management when needed, effectively communicating any issues or successes from daily operations.

Education

No Degree - Criminal Justice

University of North Carolina At Charlotte
Charlotte, NC

High School Diploma -

Lake Norman Charter School
Huntersville, NC
05-2014

Skills

  • Call prioritization
  • Policy enforcement
  • Emergency protocols
  • Radio communications
  • Emergency management
  • Critical Decision-making
  • Teamwork and collaboration
  • Problem-solving
  • Time management
  • Prioritizing situations
  • Attention to detail
  • Listening skills

Certification

  • PST - Public Safety Telecommunicator
  • CTO - Communications Training Officer
  • EMD - Emergency Medical Dispatch

Timeline

911 Dispatch Supervisor

City of Statesville Police Department
03.2020 - Current

Customer Service Manager

The Home Depot Inc
10.2015 - 03.2020

Shift Leader

Jet's Pizza
01.2013 - 08.2015

No Degree - Criminal Justice

University of North Carolina At Charlotte

High School Diploma -

Lake Norman Charter School

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Victoria Reavis