SARA-MICHELLE KEZERLE
Lemont
Summary
Resourceful 911 Communications Supervisor known for high productivity and efficient task completion. Skilled in emergency response coordination, crisis management, and team leadership. Excel in fast-paced environments using strong problem-solving, communication, and decision-making skills to manage emergencies effectively. Experienced in the ability to train and motivate staff to meet challenging performance targets and consistently satisfy citizens with high-quality service.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Shift Supervisor
Laraway Communications
Joliet
07.2024 - Current
- Served as a role model for other employees by demonstrating professional behavior at all times.
- Reinforced rules to promote superior employee performance.
- Collaborated with management to set performance goals and evaluate progress.
- Delegated tasks to employees and monitored activities and task completion.
- Resolved conflicts between staff members in a timely manner.
- Kept records of employees' attendance and working hours for accurate calculation of billable cycle.
- Set an example of discipline, professionalism, courtesy, thoroughness, neatness, moderation, and dignity to subordinates at all times.
- Observed and monitored utilization of equipment.
- Maintained cleanliness and organization of the work area to uphold company standards.
- Enforced company policies, answered coworkers' questions and trained new personnel.
- Cultivated performance-based and collaborative culture by recognizing achievements and excellent teamwork.
- Participated in community outreach events promoting public safety initiatives.
- Trained new staff members on how to use computer systems used by the center.
- Provided technical support when necessary for software applications used at the center.
- Conducted regular meetings with staff members to discuss performance issues or concerns.
- Reviewed incident reports generated after each emergency situation handled by personnel at the center.
- Coordinated with local law enforcement agencies on procedures for responding to emergency situations.
- Resolved customer complaints about service provided by the 911 Communications Center in a timely manner.
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
- Investigated unusual occurrences reported by call-takers or dispatchers while on duty.
- Used radio, telephone and computer system to update first responders with new information.
- Updated policies and procedures as needed based on best practices or changes in technology.
- Mentored junior team members and managed employee relationships.
- Ensured proper protocols were followed during all incoming calls related to emergencies.
Public Safety Telecommunicator
Illinois Tollway Authority/Illinois State Police District 15
Downers Grove
08.2022 - 01.2024
- Answered administrative phone lines between emergency calls to convey information related to operations or emergency response.
- Coordinated radio traffic from field units, backing up responders with additional resources.
- Prepared special forms for actions such as BOLO requests.
- Dispatched calls to different agencies, including law enforcement, fire and emergency response teams.
- Documented calls in full with details about callers, emergency situations and findings of first response teams.
- Selected appropriate teams and resources to coordinate responses to emergencies of different natures and in different jurisdictions.
- Scanned maps and used internal databases while on the phone with callers to locate the scenes and obtain additional information.
- Retrieved information about warrants, BOLOs and reported thefts to support first responders in field.
- Determined the appropriate response for the situation and dispatched the local fire, ambulance or police service.
- Employed language interpretation services to assist callers with language barriers.
- Tracked alarm registers and updated database with reported false alarms.
- Monitored radio frequencies used by public works departments, school security and civil defense to keep apprised of developing situations.
- Fully documented the details provided by callers to help the first responders understand the situation.
- Managed chain of custody for records and documentation used in court proceedings and legal discovery.
- Offered pre-arrival and post-dispatch instructions to aid or calm callers during high-stress situations.
- Answered telephone calls to give information, take messages, and transfer calls to appropriate personnel.
- Maintained organized filing system for productivity and accuracy.
- Confirmed warrants.
- Maintained LEADS records/files.
- Input warrants into LEADS.
- Maintains files, inputs arrests, warnings, and motorist assist documents into a centralized computer database.
911 Emergency Dispatcher
Wescom 911
Plainfield
11.2020 - 09.2021
- Answer incoming emergency and routine assistance calls.
- Independently assess the need and urgency of requests and situations.
- Dispatch emergency response personnel including law enforcement, firefighters, and emergency medical professionals.
- Receive and accurately relay information, messages and requests for the communications center.
- Perform Emergency Medical Dispatch.
- Enter data into WESCOM and State computer databases.
- Operate radio and telecommunication systems including computer aided dispatching equipment (CAD), telephone device for the deaf (TDD/TTY), fax machines, and telephones.
- Maintain knowledge of current communication policies and procedures.
- Maintain knowledge of local, state and national dispatch standards.
- Participate in on-going training.
- Answer telephone requests for information.
- Perform emergency warning notifications.
- Perform clerical and general office functions.
- Provide court testimony as required.
- Monitor bank, business, and residential alarms.
- Operate LEADS system.
- Kept callers calm in high-stress situations to obtain necessary information and instruct on emergency procedures such as CPR.
- Documented calls in full with details about callers, emergency situations and findings of first response teams.
- Coordinated radio traffic from field units, backing up responders with additional resources.
- Prepared special forms for actions such as BOLO requests.
- Used probing questions and call control techniques to get scared or stressed individuals to follow instructions.
- Fully documented the details provided by callers to help the first responders understand the situation.
- Retrieved information about warrants, BOLOs and reported thefts to support first responders in field.
- Maintained communications during life-threatening emergencies by providing safety instructions until field units arrived.
- Determined the appropriate response for the situation and dispatched the local fire, ambulance or police service.
- Managed chain of custody for records and documentation used in court proceedings and legal discovery.
- Employed language interpretation services to assist callers with language barriers.
- Activated mass community warning and notifications to inform public of impending critical information.
- Monitored radio frequencies used by public works departments, school security and civil defense to keep apprised of developing situations.
- Helped law enforcement in the field complete special tasks such as issuing BOLOs for suspects and their vehicles.
- Offered pre-arrival and post-dispatch instructions to aid or calm callers during high-stress situations.
Healthcare Customer Service Representative
AMITA Health
Lisle
06.2019 - 03.2020
- Collected copayments and deductibles in alignment with insurance coverage.
- Explained admitting procedures and obtained signatures on admission, clinical and financial forms.
- Identified insurance payer sources and verified insurance coverage.
- Checked voicemails throughout work day to return patient calls within set timeframes.
- Interacted with patients, maintaining focus on courtesy, respect and professionalism.
- Notified supervisor of customer complaints or critical issues for prompt assistance or remediation.
- Coordinated appointments and confirmed follow-ups to meet patient needs.
- Reminded patients of appointments in advance and as needed as defined by department workflows.
- Obtained and entered demographic, clinical, and financial data into computer system.
- Answered department telephone calls and politely provided information and assistance.
- Complied with all HIPAA regulations and organizational standards of patient confidentiality.
- Remained calm, composed and polite to deescalate aggressive customer behavior.
- Followed scripts to maintain good call control.
- Met and exceeded daily service quality and performance goals.
- Managed time by prioritizing workload and juggling multiple tasks simultaneously.
- Prepared documentation for customer contracts and transactions.
- Made informed decisions under stressful circumstances.
- Served as friendly first point of contact for customer inquiries.
- Referred customers to appropriate departments or personnel to swiftly resolve issues.
Lead Server
Cooper's Hawk Winery & Restaurant
Naperville
06.2015 - 11.2019
- Maintained safe food handling guidelines for optimal cleanliness, sanitation and safety.
- Assisted kitchen staff with side work and food preparation for smooth restaurant operations.
- Learned names and orders of regular customers to promote long-term loyalty.
- Opened and served wine, beer and cocktails to customers of verified age.
- Handled cash and credit card transactions using POS system and maintained accurate drawer count.
- Assisted patrons with menu selections and promoted target meals, appetizers and desserts.
- Set up liquor and wine bottles for service and took note of restock or reorder needs to inform supervisor.
- Answered customer menu questions and offered suggestions based on individual preferences.
- Checked with customers to determine satisfaction and quickly rectify issues.
- Greeted all guests with smile and friendly welcome.
- Answered phones to take orders for customer pick up or delivery.
- Supervised hourly and temporary personnel, provided work direction and reviewed work processes.
- Took initiative in handling problems and used independent judgment to take immediate corrective actions.
- Assisted manager to control inventory strategically, resulting in reduced costs.
- Worked with management team to react to customer service issues, customer complaints and business opportunities.
- Coached associates to create strong team consistently delivering best-in-class customer experiences.
- Trained team members on appropriate application of policies and procedures.
Office Manager
Aspen Dental
Joliet
11.2018 - 06.2019
- Streamlined office processes, regulated communications and standardized filing systems to facilitate smooth operations.
- Facilitated accounting and payroll functions, managed new hire orientations and oversaw employee relations.
- Addressed customer inquiries and promptly resolved complaints.
- Managed master office calendar and coordinated appointments, meetings and travel dates.
- Oversaw office supply inventory, usage and replenishment for fast-paced office environment.
- Coordinated office workflow and monitored task completion to evaluate quality and performance.
- Reconciled attendance records and completed weekly payroll processing.
- Supervised reception area to drive effective internal and external telephone and mail communications.
- Maintained record-keeping systems, supply management, and office policies to optimize productivity and support well-organized work environment.
- Implemented incentive programs and process improvements to bolster underperforming areas.
- Tracked labor, sales, and inventory and managed operations to maximize returns.
- Forecasted expected demands and created plans to accomplish objectives within set budgets.
Education
High School Diploma -
Providence Catholic High School
New Lenox, ILAssociate of Arts - Marketing
College of Dupage
Glen Ellyn, ILSkills
- LEADS certified
- EMD certified
- Proficient with Microsoft Office
- Proficient typing skills
- Excellent communication and interpersonal skills
- Knowledge of multiple CAD systems
- Knowledge of Police Records Systems
- Conflict resolution
- Performance evaluation
- Record management
- Team building
- Technical support
- Communication skills
- Employee training
- Attention to detail
- Problem solving
- Team leadership
- APCO CTO certified
Languages
- English, Native
- Spanish, Advanced
Certification
- EMD/CPR
- APCO TC & CTO
- LEADS 3.0
Languages
Spanish
Limited
References
References available upon request.
Timeline
Shift Supervisor
Laraway Communications
07.2024 - Current
Public Safety Telecommunicator
Illinois Tollway Authority/Illinois State Police District 15
08.2022 - 01.2024
911 Emergency Dispatcher
Wescom 911
11.2020 - 09.2021
Healthcare Customer Service Representative
AMITA Health
06.2019 - 03.2020
Office Manager
Aspen Dental
11.2018 - 06.2019
Lead Server
Cooper's Hawk Winery & Restaurant
06.2015 - 11.2019
High School Diploma -
Providence Catholic High School
Associate of Arts - Marketing
College of Dupage
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