Experience

City of Buena Park

• United States
• Government Administration
• 100 - 200 Employee

• Retired

  • Dec 2022 - Present



City of Buena Park

• United States
• Government Administration
• 100 - 200 Employee

• Dispatcher Supervisor

  • Jun 2017 - Dec 2022

  >Organizes, assigns, and prioritizes the work assignments for police communications personnel, including overtime and work schedule changes.>Assists with the supervision and evaluation of the work of police communications personnel; and participates in the interviewing and selecting of new employees.>Oversees the orientation and training of new dispatchers; establishes work standards and directs staff training and development; and monitors employee performance and prepares performance evaluations.>Monitors, receives, and dispatches monthly call logs; maintains sensitive and confidential records and files; analyzes and plans for enhancements and updates of the Computer Aided Dispatch system (CAD); gives direction for file updates in the CAD system and creates new special instruction files.>Performs a variety of supervisory duties including budgeting, staffing, cost control, priority setting, scheduling, and coordination of records and report systems.>Handles more complex public calls for emergency service; may assume direct supervision during major police or other emergencies.>Ensures all equipment in the Police Communications Center is operational; plans and assists with the preparation, procurement, installation, and repair of telecommunications equipment.>Researches, develops, and amends dispatch policies and operating procedures; makes recommendations and implements changes and improvements for Communications Unit procedures and operations.>Plans, reviews and updates various reference materials such as GIS database and physical maps; reviews and maintains current knowledge of Penal Code, Vehicle Code, Schools and Schedules Book, GIS database, training manuals and other service documents.>Maintains knowledge of the geography, street locations, and landmarks in the city and a general knowledge of the geography and landmarks of the surrounding cities.>May testify in Court in response to subpoenas. Show less

• Per Diem Police Dispatcher

  • Sep 2010 - May 2017



Lexipol

• United States
• Public Safety
• 200 - 300 Employee

• Director of Customer Service

  • Sep 2014 - Apr 2016

  The Director of Customer Service is responsible for developing and executing an overall customerservice strategy that delivers a quality customer experience while ensuring alignment between customer service and overall company strategies.Responsibilities include:• Plan, direct, manage and provide oversight of the activities and operations of the Customer Service Department.• Represent the Customer Service Department on cross-organizational teams accountable for delivering on organizational objectives.• Provide day-to-day leadership, performance management reviews, mentoring and training for the customer service team members.• Deliver proactive customer contact and engagement strategies that communicate the value of ourproduct offerings to drive customer satisfaction. Execute on client programs, training, processes,best practices and personalized recommendations that anticipate and resolve client needs.• Develop, monitor, analyze and report on key customer success metrics that provide qualitativeand quantitative descriptions of business performance.• Work collaboratively with the leadership team to ensure Lexipol goals and objectives are met.• Serve as the voice of the customers to internal departments and as the face of Lexipol to clients.• Serve as an escalation point for issues that impact the customer, ensuring effective and rapidcommunication and resolution.• Maintain an in-depth working knowledge of the KMS system and all support systems.• Maintain an in-depth working knowledge of current issues, trends, legal decisions and legislationin risk management-related policy matters. Develop and maintain an in-depth working knowledgeof the background and philosophy behind specific Lexipol policies.• Collaborate with other departments regarding the specific requirements and the satisfaction ofLexipol clients.• Ensure timely assistance to customers with policy and technical inquiries via the Forum website,email or telephone. Show less

• State Development Representative

  • Sep 2010 - Sep 2014

  The State Development Representative is responsible for coordinating regional activities with advisory groups, agencies, legal support and other members of the Lexipol team. This position also provides general support to the on-going development of Lexipol products.Responsibilities include: •Plan, direct, manage and oversee the activities and operations required for developing policy manual content for new political and judicial regions including research of legal information and authoring of required new content.•Assume full responsibility for development including selecting, assigning, and coordinating the members of advisory groups, and administering the transition of developed content to final publication quality. •Represent Lexipol to groups, organizations, agencies, clients, and allied resources.•Respond to client and potential client inquiries. •Stay abreast of new trends and innovations in the law enforcement and risk management fields. •Participate in the forecast of strategy, planning, staffing, equipment, and budget needs. Show less



West Cities Police Communications

• Dispatch Administrator

  • Feb 1998 - Jun 2010

  Duties Personnel Management, Risk Management, General Operational Activities such as technical and operational knowledge of automated public safety systems in accordance with public safety standards and federal, state and local laws; Oversee hiring, training, performance evaluation and disciplinary actions; Schedule, assign, and coordinate personnel work activities; Determine staffing allocations and budgetary requirements and operate within established parameters; Establish and maintain personnel and operational policies and procedures manuals; Administer and prepare special studies and reports for Board of Directors, City Staff and/or as required by Federal, State or local level laws; Act as Custodian of Records; Administer, implement and maintain risk management program and related liability insurance coverage for Agency; Manage contractual services agreement; Manage inventory and facility repair, improvements and maintenance requirements; Act as Secretary to the Board of Directors; Conduct and maintain positive public relations activities as required in writing and/or orally. Show less



City of Buena Park

• United States
• Government Administration
• 100 - 200 Employee

• Police Dispatcher

  • Jun 1991 - Aug 1998



California State University, Long Beach

• United States
• Higher Education
• 700 & Above Employee

• Police Dispatcher

  • 1990 - 1991