Emily Crafer
Perth,WA
Summary
Compassionate Customer focused profession with experience in managing mental health emergency calls and coordinating ambulances for individuals in crisis. Demonstrates exceptional multitasking abilities in high-pressure environments, utilizing advanced dispatch systems to ensure prompt and effective responses. Proven skills in crisis management, clear communication, and problem-solving contribute to improved operational efficiency and positive team dynamics.
Overview
8
8
years of professional experience
Work History
Lead Call Taker/Dispatcher
Wilsonmedicone
Perth, WA
02.2024 - Current
- Trains and mentors new call takers and dispatchers, ensuring they were well-prepared to handle mental health emergencies with professionalism, empathy, and technical proficiency.
- Ensured compliance with mental health transport protocols and regulations, adhering to relevant health and safety standards, confidentiality laws, and transport procedures specific to psychiatric emergencies.
- Assessed calls for mental health crises, accurately gathering information from callers, including symptoms, mental state, and any immediate risks, to prioritize responses appropriately.
- Utilized advanced call management systems to log, track, and prioritize emergency mental health calls, ensuring real-time updates, and accurate data entry for follow-up actions.
- Monitored real-time GPS tracking systems, optimizing ambulance routes, and adjusting dispatch instructions based on traffic conditions or patient needs.
- Developed strong working relationships with WAPOL and MH clinicians, ensuring collaborative and efficient responses to mental health emergencies involving law enforcement and medical professionals.
- Optimized resource deployment with 96% fleet utilization, ensuring minimal downtime between calls and maximum efficiency in dispatching ambulances, contributing to faster response times and reduced operational costs.
Senior Cabin Crew Member
Jet2.com
Stansted , London
02.2020 - 01.2024
- Exhibited advanced problem-solving abilities by handling complex situations involving delayed flights, lost baggage, or medical emergencies, always prioritizing safety and passenger satisfaction.
- Oversaw in-flight operations, coordinating with the captain and ground crew to ensure safety, timely departure, and adherence to flight schedules.
- Ensured compliance with airline policies and international regulations, staying up-to-date with any changes in aviation safety standards, and customer service protocols.
- Provided personalized in-flight experiences, using extensive knowledge of different cultures, preferences, and travel habits to offer tailored recommendations and services.
- Demonstrated flexibility and adaptability in fast-changing, high-pressure environments, adjusting to diverse flight conditions, crew configurations, and passenger needs, without compromising service quality.
Patient Transport Officer
Ambulance Solutions
Southend, Essex
05.2020 - 05.2021
- Provided emotional support to patients and families, offering reassurance and addressing concerns, while maintaining a compassionate and professional demeanor.
- Worked closely with dispatch teams to optimize routes, reduce delays, and ensure the timely and safe arrival of patients at medical appointments or hospital facilities.
- Ensured patient privacy and confidentiality in accordance with HIPAA regulations during all transports.
- Conducted routine checks on ambulances and other vehicles used for transportation purposes.
- Moved patients in and out of vehicles and lifted on and off beds.
Cabin Crew Member
Stobart Air
Southend, London
06.2018 - 01.2020
- Received training in emergency protocols, first aid, fire safety, and passenger handling to ensure passenger safety in various situations.
- Maintained cabin cleanliness, and ensured that all equipment and supplies were stocked and in compliance with safety standards.
- Managed emergency situations, including medical emergencies, evacuations, and cabin disruptions, while adhering to airline protocols.
- Collaborated with crew members and pilots to ensure smooth operations and effective communication in-flight and on the ground.
Customer Assistant
Aldi
Benfleet, Essex
06.2017 - 06.2018
- Supported store management in executing promotional events, sales initiatives, and ensuring compliance with company policies.
- Collaborated with team members to meet daily sales targets, optimize store operations, and ensure a positive shopping environment.
- Processed transactions accurately and efficiently using point-of-sale (POS) systems, ensuring a seamless checkout experience.
- Provided exceptional customer service by addressing inquiries and resolving issues.
Education
Extended Diploma - Photography
Seevic College
Hadleigh Essex06-2017
GCSE -
The Deanes School
Benfleet Essex06-2015
Skills
- Microsoft Office
- Excellent communication
- Analytical and critical thinking
- Supervision and leadership
- Data Entry and Documentation
- Training and Mentoring
- Call Management Systems
- Problem solving
Timeline
Lead Call Taker/Dispatcher
Wilsonmedicone
02.2024 - Current
Patient Transport Officer
Ambulance Solutions
05.2020 - 05.2021
Senior Cabin Crew Member
Jet2.com
02.2020 - 01.2024
Cabin Crew Member
Stobart Air
06.2018 - 01.2020
Customer Assistant
Aldi
06.2017 - 06.2018
Extended Diploma - Photography
Seevic College
GCSE -
The Deanes School
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