Boitumelo Mhotsha
Summary
Committed professional with a solid history of accomplishment in helping people handle emotionally-charged, life-threatening and dangerous situations.I am Knowledgeable about dispatch procedures and policies. Certified Emergency Medical Dispatcher offering demonstrated communication and multitasking abilities. Knowledgeable about documentation and dispatching systems. Works great under pressure and remains calm during emergencies. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Emergency Medical Dispatcher
Medical Rescue Botswana
Gaborone
04.2008 - Current
- Receiving public emergency and non-emergency calls and coordinating response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Relaying latest information to first responders via electronic means, telephone calls, and radio responses.
- Reading system maps and caller information, and documented details in system.
- Answering calls from automatic routing system and took basic information from callers.
- Assessing emergency requests and made quick judgment calls to determine appropriate action.
- Recording and tracking emergency requests utilizing computer-aided dispatch systems.
- Directing responders using assigned mapping systems for timely emergency attendance.
- Providing on-the-job training and coaching to develop new dispatchers.
- Following established protocols for professional handling of emergency situations.
- Dispatching and coordinating emergency services teams according to high-priority calls.
- Developing and delivering emergency response plans to improve attendance timeframes.
- Offering friendly and efficient service to customers, handled challenging situations with ease.
- Assisting callers in emergency situations with appropriate information and support.
- Appling interpersonal skills in neutralizing hostile and emotionally charged situations.
- Giving pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
Roadside Assistance Agent
Medical Rescue Botswana
Gaborone
07.2007 - 05.2008
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Providing service to distressed motorists who face issues on the road and unable to bring their vehicle to garage by arranging towing and mechanical assistance
Customer Care Representative
Medical Rescue Botswana
Gaborone
06.2006 - 06.2007
- Logged call information and solutions provided into internal database.
- Resolved concerns with products or services to help with retention and drive sales.
- Addressed customer complaints and escalate them to my immediate supervisor
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded to customer needs through competent customer service and prompt problem-solving.
Education
Associate Degree in Software Engineering - Information Technology
Limkokwing University
Gaborone, BotswanaCertified Advanced Emergency Dispatcher - Health Administration
International Academics Of Emergency Dispatch
United States Of America04.2021
Skills
- Dispatcher Monitoring
- Emergency Call Routing
- Computer-Aided Design (CAD)
- Emergency Medical Dispatching
- Prioritizing Calls
- Emergency Communications
- Crew Monitoring
- Customer Experience
- Electronic Filing System
- Complex Problem-Solving
- Verbal and Written Communication
- Proficiency in Microsoft Office
Certification
- EMD - Emergency Medical Dispatch
- Basic Life Support ( BLA)
- Certificate In Customer Care for Service Industry
Timeline
Emergency Medical Dispatcher
Medical Rescue Botswana
04.2008 - Current
Roadside Assistance Agent
Medical Rescue Botswana
07.2007 - 05.2008
Customer Care Representative
Medical Rescue Botswana
06.2006 - 06.2007
Associate Degree in Software Engineering - Information Technology
Limkokwing University
Certified Advanced Emergency Dispatcher - Health Administration
International Academics Of Emergency Dispatch
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