Lisa Forrester
Rockhampton,QLD
Summary
Driven team player with a demonstrated record of success in work with people during life-threatening, dangerous and other tough situations. Proficient in emergency dispatching procedures and requirements.
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Forward-thinking Call Center Supervisor dedicated to training and mentoring staff to effectively resolve caller inquiries, build loyalty and enhance business revenue. Skilled at training, monitoring and managing exceptional teams handling high-volume calls. Driven and innovative with expertise in developing and implementing training protocols and resources to drive performance and caller satisfaction. Experienced team supervisor and mentor well-versed in reviewing calls and employee performance to devise and implement customized improvement strategies. Gifted in building rapport with callers and trust in team members to promote successful handling of issues. Bilingual fluency in [Language] and [Language]. Proficient in managing schedules, administrative functions and employee training. Disciplined and organized leader with a strong call center background focused on customer relations and team leadership.
Overview
17
17
years of professional experience
Work History
Professional Development Officer
QLD Ambulance Service
Rockhampton, QLD
03.2023 - Current
- Reviewed recordings of past incidents to identify areas needing improvement in response times or customer service techniques.
- Attended regular meetings with EMS supervisors to discuss performance issues or changes in protocol.
- Performed quality assurance checks on all incoming and outgoing calls.
- Provided orientation sessions for newly hired dispatchers; assisted them with learning CAD systems and other job related software.
- Performed administrative duties such as scheduling shifts for other dispatchers, updating training materials and preparing performance reviews.
- Delivered constructive call process feedback.
- Conducted performance reviews of call center staff and documented results.
- Identified areas where additional training was needed among existing staff members.
- Provided guidance, training, coaching and mentoring to call center team members.
- Participated in hiring interviews and selection process for new team members.
Operations Centre Supervisor
QLD Ambulance Service
Rockhampton, QLD
01.2011 - Current
- Established positive relationships with external vendors to ensure smooth operation of the center.
- Evaluated existing processes and procedures for efficiency and made recommendations for improvements where needed.
- Coordinated with other departments within the organization to resolve interdepartmental conflicts or discrepancies.
- Provided guidance on best practices for responding to difficult customers or complex situations.
- Collaborated closely with management teams across different business units to develop strategies for improving overall operational efficiency.
- Resolved escalated customer service issues in a timely manner.
- Ensured efficient operations of the customer service center.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Delegated work to staff, setting priorities and goals.
- Prepared staff work schedules and assigned team members to specific duties.
- Mitigated business risks by working closely with staff members and assessing performance.
- Created reports documenting daily operations, including incident logs and follow up investigations.
- Ensured that all policies and procedures were followed in accordance with local laws and regulations governing 911 services.
- Mentored junior team members and managed employee relationships.
Emergency Medical Dispatcher
QLD Ambualnce Service
Rockhampton, QLD
05.2007 - Current
- Received emergency and non-emergency calls and provided pre-arrival instructions to callers.
- Coordinated communications between multiple agencies during large scale emergencies.
- Assisted in training new dispatchers on proper procedures for handling emergency calls.
- Maintained communication with medical personnel in the field to ensure that care was being delivered appropriately.
- Assessed situations, determined priority of calls and dispatched appropriate personnel and equipment.
- Gathered pertinent information from the caller including name, address, phone number, nature of the call, symptoms and injuries and relayed this information to medical personnel.
- Used radio, telephone and computer system to update first responders with new information.
- Assigned appropriate resources for responding to incidents based on established guidelines and protocols.
- Provided orientation sessions for newly hired dispatchers; assisted them with learning CAD systems and other job related software.
- Coordinated activities between multiple agencies during emergency situations.
- Provided pre-arrival instructions to callers in life threatening situations.
- Mentored junior team members and managed employee relationships.
Education
Certificate III in Ambulance Communications -
QLD Ambulance Service
Rockhampton05.2008
Certificate IV in Ambulance Communications -
QLD Ambulance Service
Rockhampton, QLD05.2008
High School Diploma -
Emmaus College - Main St. Campus
North Rockhampton, QLD11.1998
Certificate IV in Training And Assessing -
TAFE QLD
South West QLDSkills
- Valid Driver's License
- Critical Thinking
- Active Listening
- Decision-Making
- Map Reading Abilities
- Multitasking and Prioritization
- Computer-Based Dispatch Systems
- Problem-Solving
- Works Well Under Pressure
- Performance Improvements
- Staff Training
- Escalation Management
- Employee Engagement
- Employee Development
- Staff Development
- Performance Tracking and Evaluation
Timeline
Professional Development Officer
QLD Ambulance Service
03.2023 - Current
Operations Centre Supervisor
QLD Ambulance Service
01.2011 - Current
Emergency Medical Dispatcher
QLD Ambualnce Service
05.2007 - Current
Certificate III in Ambulance Communications -
QLD Ambulance Service
Certificate IV in Ambulance Communications -
QLD Ambulance Service
High School Diploma -
Emmaus College - Main St. Campus
Certificate IV in Training And Assessing -
TAFE QLD
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