Nina Serrano
@ninaserrano
Experienced crisis management professional with over 20 years in response.
United StatesWhat I'm looking for
With over 20 years of experience in disaster response and crisis management, I have honed my skills in effective communication, problem resolution, and multi-agency coordination. My career has been dedicated to ensuring public safety and providing exceptional customer service, particularly in high-stress environments. I have a proven track record of managing emergency calls and dispatching appropriate personnel, ensuring that every situation is handled with the utmost professionalism and care.
Throughout my tenure at NiSource and various emergency response roles, I have developed a strong ability to remain calm under pressure, effectively diffusing tense situations while prioritizing the needs of those I serve. My experience as a 911 Telecommunicator and Dispatcher has equipped me with the skills to manage multiple simultaneous calls, coordinate responses across agencies, and mentor junior team members. I am passionate about leveraging my expertise to contribute positively to community safety and emergency response initiatives.
Experience
Work history, roles, and key accomplishments
Customer Service Representative
NiSource
Nov 2017 - Aug 2024 (6 years 9 months)
Answered customer inquiries and provided accurate information regarding products and services. Provided excellent customer service to resolve customer complaints in a timely manner. Gathered customer feedback through surveys and used the data to improve customer service.
911 Telecommunicator
Porter County 911 Center
Sep 2011 - Nov 2017 (6 years 2 months)
Answered all emergency and non-emergency calls, dispatching appropriate responders. Coordinated response efforts between police, fire departments, EMS units, hospitals, and other agencies involved in responding to incidents. Prioritized multiple simultaneous calls based on severity of incident reported by caller.
911 Dispatcher
Merrillville Police Department
Mar 2001 - Sep 2011 (10 years 6 months)
Answered all emergency and non-emergency calls, dispatching appropriate responders. Entered and removed pertinent and case-sensitive information into local and national databases. Coordinated activities between multiple agencies during emergency situations.
Pathology Assistant
Lake County Coroner's Office
Mar 2007 - Sep 2009 (2 years 6 months)
Monitored inventory levels of laboratory supplies and validated laboratory test processes for completeness and safety. Dissected human organs and tissues to identify pathological changes and disease processes. Conducted research on current trends in forensic medicine related to death investigation processes.
Education
Degrees, certifications, and relevant coursework
Hobart Senior High School
Diploma, General Studies
Completed high school education, gaining foundational knowledge across various subjects. Developed essential academic and life skills during this period.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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