About
I am an experienced and dependable professional with over 17 years of work history spanning emergency medical services, customer service, and administrative roles. Most recently, I have been working as a Drop Team Member at Delaware North since June 2026, applying my skills in high-pressure environments and revenue handling.
My work spans emergency medical care, customer service, and administrative support, using tools and skills such as medical terminology, high-volume call handling, data entry, and security monitoring. I have operated emergency medical equipment including defibrillators and oxygen tanks, managed over 680 gaming machines' revenue collection, and handled complex customer interactions with empathy and effective communication.
Experience
Drop Team Member
Jun 2026 – Present
Transported revenue with consistent accuracy.
Played a crucial role in daily drop team rounds.
Collaborated with security and finance teams.
Ensured customer satisfaction without delays.
Collected revenue from over 680 gaming machines.
Improved team productivity.
Distributed Empty and Full Cash Boxes efficiently.
Consistently met counting and accountability goals.
Coordinated and communicated effectively.
Focused on security and reconciliation protocols.
Assured compliance with state drop regulations.
Maintained compliance during every shift.
Collaborated with team members.
Maintained an effective drop schedule.
Performed customer service duties.
Safeguarded revenue.
Ensured no security incidents or breaches.
Cash handlingSecurity monitoring
Delaware North
Customer Service Representative
Aug 2023 – Nov 2025
Resolved public complaints.
Provided tailored product recommendations.
Used conflict-resolution techniques.
Maintained high service standards.
Demonstrated empathy in customer interactions.
Engaged deeply with customers.
Averaged 30-40 calls per hour.
Handled complex customer complaints.
Managed high-volume inbound calls.
Resolved issues promptly and efficiently.
Customer serviceConflict-resolutionHigh-volume call handling
Safelite Autoglass
EMT-Basic
Aug 2020 – Jul 2023
Administered life-saving interventions.
Followed up with thorough handover reports to ER staff.
Increased overall trust among patients.
Responded to medium to high volume of emergency calls annually.
Maintained accurate documentation of patient care reports.
Managed emergency transportation of patients.
Enhanced patient cooperation.
Provided compassionate and culturally sensitive care.
Communicated vital patient information to medical facilities.
Ensured crucial supplies were fully stocked.
Operated under high-pressure situations.
Served over 800-1000 patients over my two years.
Documented patient health status.
Performed CPR and defibrillation.
Conducted daily vehicle maintenance checks.
Offered emotional and psychological support to accident victims.
Delivered pre-hospital care.
Provided basic first aid training.
Coordinated with dispatch and hospital personnel.
Enhanced patient care in critical situations.
Provided life-saving interventions.
De-escalated violent situations with patients.
Improved patient outcomes.
Ensured safe extraction of patients.
Collaborated with paramedics.
Handled multi-vehicle accidents.
Included oxygen tanks and defibrillators.
Transported patients to specialized care facilities.
Assessed patient health status using EMRs.
Provided stabilization for patients.
Collaborated with law enforcement and fire teams.
Ensured timely documentation of patient care reports.
Enhanced accuracy of health records.
Monitored vital signs in every patient we transported.
Ensured smooth transition from pre-hospital to hospital care.
CPRDefibrillationEmergency transportation
Kanawha County Ambulance
Administration Aide
Jun 2009 – Feb 2020
Ensured compliance with local regulations.
Demonstrated calm communication during emergencies.
Applied real-time problem-solving.
Ensured operational efficiency.
Provided real-time updates.
Communicated effectively with hearing-impaired individuals.
Included fire safety protocols.
Checked and recorded status reports of emergency personnel.
Provided real-time instructions for CPR and first aid.
Processed critical incidents effectively.
Communicated with emergency units.
Protected the privacy of all parties involved.
Provided pinpoint directions to dispatch units.
Managed high call volumes.
Monitored dispatch units.
Maintained up-to-date knowledge of emergency protocols.
Delivered outstanding caller care.
Handled urgent medical emergencies.
Improved situational decision-making.
Ensured operational availability and preparedness.
Handled up to 80-90 incoming calls per shift.
Demonstrated empathy and patience.
Tracked ambulance services.
Demonstrated ability to think fast under pressure.
Monitored multiple radio channels.
Coordinated effectively during emergencies.
Enhanced effective communication techniques.
Deescalated volatile situations over the phone.
Handled high-stress conditions effectively.
Maintained accurate dispatch logs.
Handled multiple emergency calls with composure.
Ensured compliance with state regulations.
Deployed emergency personnel.
Calmed distressed callers.
Received and prioritized 911 calls.
Assessed situational information.
Included hazardous materials incident protocols.
Tracked real-time resources, personnel, and equipment.
Relayed critical information.
Diverted resources efficiently.
Maintained strict confidentiality of sensitive information.
Ensured effective routing of first responders.
Administrative supportData entrySecurity monitoringEmergency protocolsCall handling
Kanawha County Metro 911
Education
West Virginia State University
Criminal Justice
St Albans High School
1995
Certifications
Digital Marketing - Certificate
Hubspot Academy
2026 – No expiry
Data Analyst - Certification
Coursera
2026 – No expiry
EMT-B - EMS Certification
RESA III
2020 – No expiry
Skills
DefibrillationCPRConflict-resolutionEmpathyMedical terminologyHigh-volume call handlingAdministrative supportSecurity monitoringMultitaskingProblem-solvingEffective communicationCustomer serviceSlot machine operationsData entryCash handlingTeam buildingWorkplace safetyAccuracy in documentationAttention to detail
