SHANNON R FERDINA
Waukegan
Summary
Goal-oriented professional with extensive experience in managing telecommunications for emergency services. Skilled in prioritizing high call volumes, enhancing public safety, and maintaining meticulous documentation. Proven ability to train new operators and implement workflow improvements, ensuring compliance with emergency communication protocols.
Overview
1
1
Certification
15
15
years of professional experience
Work History
Telecommunications Operator
Lake Comm 911
Libertyville
10.2025 - Current
- Managed telecommunications systems for emergency services and public safety communication.
- Monitored call traffic and prioritized emergency calls for rapid response.
- Coordinated radio communications between departments and external agencies.
- Assisted in training new operators on communication protocols and system usage.
- Documented incidents and communications accurately for record-keeping purposes.
- Responded to inquiries from the public, providing information and assistance.
- Utilized problem solving skills to investigate and resolve complex customer inquiries.
- Conducted regular audits of call recordings to ensure compliance with policies and regulations.
Telecommunications Operator
Village of Mundelein
Mundelein
09.2024 - 10.2025
- Managed high call volume with professionalism and composure during peak demand, ensuring customer satisfaction.
- Connected callers to appropriate professionals or departments, facilitating timely resolution of inquiries.
- Implement/ process improvements that led to increased workflow efficiency within the telecommunications department.
- Handled sensitive customer data with discretion, always adhering to strict confidentiality protocols.
Probation Officer
Lake County Judicial Circuit Court
Waukegan
05.2024 - 09.2024
- Utilized core correctional practices and evidence-based tools, including risk assessments and motivational interviewing, to enhance probation outcomes.
- Completed reports filed with the court, including Bond Reports, Risk Assessments, and Criminal History Reports.
- Maintained detailed records on probationers, including reports and case files, ensuring accuracy and promptness.
- Facilitated referrals for supportive services and coordinated with agencies throughout service duration to ensure effective support.
- Communicated regularly with victims and collateral contacts to promote support and coordination throughout the probation process.
Telecommunications Operator
The City of Waukegan
Waukegan
01.2019 - 04.2024
- Inquired to understand, evaluate, and predict condition of callers, addressing issues, sharing information, delivering emergency services, and directing calls to agencies.
- Ensured compliance with policies and guidelines for emergency communications, disaster preparedness, and special response plans.
- Assess circumstances, set priorities, and settle disputes.
- Delivered excellent service to enhance customer satisfaction.
- Followed laws, regulations, and protocols regarding safety procedures, including CPR and first aid.
- Interpret information into proper codes.
Teacher's Aide/ Mental Health Specialist
Allenedale Association
Lake Villa
01.2017 - 01.2019
- Supported teachers in executing individual treatment plans for students in small groups and one-on-one instructions.
- Assisted in implementing classroom management and reinforcement systems to support student engagement.
- Actively involved in cottage team meetings, school program planning sessions, resident meetings and Agency in-service training programs.
- Documented shift activities and maintained records for Medicaid billing compliance.
- Streamlined organization of computerized files and records for efficient access and retrieval.
Lead / Server / Bartender
Missouri Hick BBQ
Steelville
01.2015 - 01.2017
- Delivered friendly and attentive service, contributing to high customer satisfaction levels.
- Mixed and garnished beverages, ensuring quality presentation and timely service.
- Assessed needs and preferences of customers and made recommendations.
- Developed drink menus and communicated new beverages and specials to enhance customer experience.
- Ensured compliance with all food safety and quality regulations.
Assistant Manager / Sales Lead
Foot Locker
Gurnee
01.2012 - 01.2015
- Implemented strategies that significantly enhanced sales performance within the team.
- Interviewed candidates, trained new sales staff, and monitored team performance to ensure alignment with sales goals.
- Addressed customer concerns and successfully closed deals to elevate overall satisfaction.
- Attracted customer attention by showcasing visually appealing displays to improve brand identity.
- Ensured optimum inventory levels by effectively stocking items.
Education
Bachelor of Arts - Criminal Justice
University of Wisconsin Parkside
Kenosha, WI12-2019
Associate of Science - Liberal Arts
East Central Community College
Union, MO12-2017
Skills
- Emergency call management
- Crisis response coordination
- Incident documentation
- Crisis management
- Public safety protocols
- Effective communication
- Professional communication
- Problem solving
- Attention to detail
- Time management
- Conflict resolution
- Geographic information
- Business development
Certification
- Fundamentals of Supervision and Management
- First aid / CPR
- EMD / EFD
Additional Skills And Education
Participated in soccer from age of 5 to 20. Voted captain in 8th grade, senior year of high school and sophomore year at the College of Lake County. Before starting with the City of Waukegan I completed 200-hour internship with the city to complete my bachelor's degree.
Qualifications Summary
Goal-oriented professional with transferable skills in customer service, relationships building and crisis management; passionate about training, supporting and achieving goals personally and professionally. Potential expertise in identifying and recruiting potential candidates, as well as orchestrating training sessions. Capable of conducting interviews and managing employee engagement initiatives. Expert in building and maintaining professional relationships with clients and colleagues. Adept at accurately maintaining detailed records, generating reports, and coordinating meetings. Innate capacity to provide outstanding administrative assistance to execute complex operations.
Timeline
Telecommunications Operator
Lake Comm 911
10.2025 - Current
Telecommunications Operator
Village of Mundelein
09.2024 - 10.2025
Probation Officer
Lake County Judicial Circuit Court
05.2024 - 09.2024
Telecommunications Operator
The City of Waukegan
01.2019 - 04.2024
Teacher's Aide/ Mental Health Specialist
Allenedale Association
01.2017 - 01.2019
Lead / Server / Bartender
Missouri Hick BBQ
01.2015 - 01.2017
Assistant Manager / Sales Lead
Foot Locker
01.2012 - 01.2015
Bachelor of Arts - Criminal Justice
University of Wisconsin Parkside
Associate of Science - Liberal Arts
East Central Community College