Dylan Inacio
Seaford
Summary
Dedicated and versatile professional with extensive experience in emergency response, customer service, and community safety. Skilled in managing urgent calls and providing critical assistance as a call taker at Victoria Ambulance. Proven ability to deliver exceptional customer service through roles at JB Hi-Fi and Woolworths, demonstrating strong communication, problem-solving, and interpersonal skills. Additionally, experienced volunteer firefighter with hands-on involvement in emergency response and community safety initiatives. Calm under pressure, highly adaptable, and committed to making a positive impact in both customer service and public safety environments.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Emergency Communications Officer
000 Victoria (Ambulance)
12.2023 - Current
- Monitored emergency communication channels to ensure timely response to incidents.
- Facilitated information exchange between first responders and command staff during critical situations.
- Operated advanced communication systems to relay emergency notifications effectively.
- Assisted in the development of protocols for efficient incident reporting and resolution
- Assisted in saving lives by providing critical pre-arrival instructions to callers during medical emergencies.
- Handled multiple emergency calls simultaneously, ensuring timely assistance for all callers in need.
- Maintained up-to-date knowledge of local geography and resources, enabling efficient routing of emergency services to incident locations.
- Facilitated smooth shift transitions by thoroughly briefing incoming personnel on any ongoing incidents or relevant updates.
- Managed non-emergency calls effectively by directing them to appropriate channels for resolution and assistance.
- Consistently adhered to established protocols while handling sensitive information, maintaining confidentiality at all times.
- Adapted quickly to evolving situations, ensuring clear communication under pressure.
- Evaluated incident reports for accuracy and adherence to operational standards.
- Coordinated with public safety agencies to enhance collaborative response efforts.
- Operated emergency response systems to update and retrieve up-to-date information for first responders.
Volunteer Firefighter
Country Fire Authority, CFA
03.2023 - Current
- Responded to emergency calls, providing timely support during fire incidents and rescue operations.
- Operated firefighting equipment, ensuring functionality and readiness for emergency response.
- Assisted in fire prevention education programs, promoting community awareness and safety practices.
- Collaborated with team members during drills, enhancing coordination and communication skills under pressure.
- Participated in training sessions, quickly adapting to new techniques and procedures for effective firefighting.
- Supported senior firefighters in executing strategies during incidents, contributing to efficient emergency management.
- Maintained accurate records of activities and incidents, ensuring compliance with department protocols and reporting requirements.
- Enhanced teamwork among the crew by participating in regular training sessions, drills, and exercises.
- Collaborated closely with fellow firefighters to ensure smooth communication and coordination during emergencies.
- Assisted in reducing property damage during fires with strategic placement of ladders, hoses, and other firefighting equipment.
- Administered first aid and conducted emergent response management.
- Provided swift medical assistance to injured individuals on scene as a certified first responder until paramedics arrived.
- Demonstrated adaptability during crises by adjusting tactics based on changing conditions or new information.
- Responded to emergency medical calls to perform lifesaving procedures and other emergency medical services.
- Trained new firefighters to comply with safety protocols and equipment usage.
JB-HIFI Knox
01.2022 - 01.2023
- Worked in Sales and the Oversight of sales.
- Customer Service and Interactions.
- The management and completion of constantly changing trainings and resources.
Crew Member / Crew Trainer
McDonald's
07.2019 - 11.2020
- Customer Service
- Kitchen hand – including food preparation and cleaning.
- Multitasking – taking orders and fulfilling orders.
- Unpacking and replenishing of stock.
- Strong teamwork.
- Cleaning.
Education
Gleneagles Secondary College
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St Paul Apostle North Primary school
Diploma - Emergency Medical Dispatch
International Academy Of Emergency Dispatch
02-2025
Skills
- Clear and articulate verbal communication Active listening to understand customer needs Professional written communication
- Ability to understand and share the feelings of customers Providing reassurance and support, especially in stressful situations
- Quickly identifying issues and finding effective solutions Thinking creatively to resolve customer complaints
- Remaining calm and patient when dealing with difficult or upset patients or victims Managing challenging interactions professionally
- Data entry proficiency
- In-depth understanding of the company's products or services Ability to explain features and benefits clearly
- Handling a variety of customer inquiries and situations Adjusting approaches based on customer needs
- Managing multiple calls or chats efficiently Prioritizing tasks to meet response times and customer expectations
- Profieciency with customer relationship management (CRM)/CAD Computer Automated Dispatch softwar
- Turning negative experiences into positive outcomes Working well with colleagues and other departments Sharing information and supporting team goals
- Maintaining a friendly demeanour
- Creating a welcoming experience for customers
Accomplishments
- 2017-2019 President of Gleneagles Secondary School Games Club.
- 2021 School Administration Captain
Certification
- EMD - Emergency Medical Dispatch
- CFR - Certified First Responder
- RCR - Road Crash Rescue
- EVOC - Emergency Vehicle Operators Course
Timeline
Emergency Communications Officer
000 Victoria (Ambulance)
12.2023 - Current
Volunteer Firefighter
Country Fire Authority, CFA
03.2023 - Current
JB-HIFI Knox
01.2022 - 01.2023
Crew Member / Crew Trainer
McDonald's
07.2019 - 11.2020
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St Paul Apostle North Primary school
Gleneagles Secondary College
Diploma - Emergency Medical Dispatch
International Academy Of Emergency Dispatch
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