Open To Work
Amy Boren
Farmington
Summary
Personable and dedicated customer service representative with extensive experience in public safety. Over 10 years of experience in high-stress environments including 911 dispatching, live safety monitoring, and conflict resolution. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
7
7
years of post-secondary education
Work History
Customer Support Specialist and Moderator
Citizen
12.2022 - Current
- Provide 24/7 live safety support and monitor high-risk situations in real-time
- Escalate urgent incidents to emergency responders
- Moderate live video submissions and user-generated content for policy compliance
- Resolve technical, financial, and account-related issues using Zendesk, SendGrid, RevenueCat, and Stripe
- Document internal processes and draft training content on Slite
- Collaborate with Product and Marketing teams to improve user experience
- Remote customer support platform providing live safety support.
- Provided exceptional customer support via phone, email, and chat channels.
- Collaborated with team members to enhance service delivery and customer experience.
- Utilized CRM software tools such Zendesk in order to efficiently manage customer inquiries or requests.
- Trained staff on best practices for handling customer inquiries effectively.
- Analyzed customer data to identify trends and inform service improvements.
- Provided clear instructions to callers during high-stress situations.
- Gathered data for news stories from variety of different sources and assimilated truth from fiction.
- Proofread and edited work for grammar, style and accuracy.
- Analyzed current affairs to inform viewers about the latest developments.
911 Dispatcher
St. Francois County 911
Park Hills
03.2020 - 02.2023
- Coordinated dispatch of emergency services to various incidents.
- Used radio, telephone and computer system to update first responders with new information.
- Maintained detailed logs of incoming calls and dispatched units.
- Provided clear instructions to callers during critical situations.
- Collaborated with law enforcement and medical personnel for response efficiency.
- Utilized computer-aided dispatch software for tracking incidents and resources.
- Ensured that all policies and procedures were followed in accordance with local laws and regulations governing 911 services.
- Communicated effectively with individuals having mental health issues while dispatching crisis intervention teams.
- Researched criminal history data utilizing law enforcement databases; provided necessary information to officers in the field.
- Monitored alarms, surveillance systems, cameras, and other security devices for potential threats or suspicious activity.
- Ensured compliance with local protocols and safety procedures during operations.
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
Police Dispatcher
Farmington Police Department
Farmington
06.2017 - 03.2020
- Managed emergency calls, prioritizing responses based on urgency and safety.
- Documented detailed reports of incidents for effective record-keeping and analysis.
- Assisted in training new dispatchers on protocols and operational procedures.
- Monitored surveillance feeds to support ongoing investigations and public safety efforts.
- Provided guidance to citizens in distress, ensuring clear communication during emergencies.
- Collaborated with other agencies to enhance response strategies and community safety initiatives.
- Documented all communications received via phone or radio transmissions accurately.
- Researched vehicular registration, driving records and warrant information to support officers with traffic stops.
- Utilized a computer-aided dispatch system to track unit locations, responder availability, and update incident statuses.
- Operated law enforcement communication equipment and NCIC database to facilitate information to department.
- Maintained an organized filing system for all documents related to police dispatching activities.
911 Dispatcher
Madison County 911
Fredericktown
02.2017 - 06.2017
- Coordinated dispatch of emergency services to various incidents.
- Used radio, telephone and computer system to update first responders with new information.
- Maintained detailed logs of incoming calls and dispatched units.
- Provided clear instructions to callers during critical situations.
- Collaborated with law enforcement and medical personnel for response efficiency.
- Utilized computer-aided dispatch software for tracking incidents and resources.
- Ensured that all policies and procedures were followed in accordance with local laws and regulations governing 911 services.
- Communicated effectively with individuals having mental health issues while dispatching crisis intervention teams.
- Researched criminal history data utilizing law enforcement databases; provided necessary information to officers in the field.
- Monitored alarms, surveillance systems, cameras, and other security devices for potential threats or suspicious activity.
- Ensured compliance with local protocols and safety procedures during operations.
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
Education
Coursework in Business -
Mineral Area College
Park Hills, MO 05.2009 - 05.2011
Certificate in Photography & Print Design -
UniTec Career Center
Bonne Terre, MO 08.2007 - 05.2009
General Studies -
Farmington High School
Farmington, MO 08.2005 - 05.2009
Skills
- Crisis communication
- Policy compliance
- Team collaboration
- Emergency response coordination
- Conflict resolution
- Detail orientation
- Stress management
- SLA compliance
- Help desk support
- Technical troubleshooting
- Customer relationship management
- Law enforcement collaboration
- Surveillance monitoring
- Problem solving
- Training development
- Map reading
Websites
References
Available upon request or listed on original document.
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteSalary Range
$65000/yr - $200000/yrTimeline
Customer Support Specialist and Moderator
Citizen
12.2022 - Current
911 Dispatcher
St. Francois County 911
03.2020 - 02.2023
Police Dispatcher
Farmington Police Department
06.2017 - 03.2020
911 Dispatcher
Madison County 911
02.2017 - 06.2017
Coursework in Business -
Mineral Area College
05.2009 - 05.2011
Certificate in Photography & Print Design -
UniTec Career Center
08.2007 - 05.2009
General Studies -
Farmington High School
08.2005 - 05.2009