Jamie Hurtgam
Murfreesboro
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Proficient in prioritizing and dispatching emergency resources, ensuring quick response times while maintaining accurate records. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Dispatcher
Integrity EMS
Madison
12.2025 - Current
- Coordinated emergency response efforts for medical transport services.
- Managed communication between field staff and healthcare facilities effectively.
- Scheduled and dispatched ambulances based on priority calls.
RIDESHARE DRIVER
Uber & Lyft
Nashville
03.2021 - Current
- Delivered passengers to destinations safely and on time.
- Built and maintained positive relationships with passengers by providing friendly and professional service.
- Resolved conflicts professionally, addressing any passenger concerns or issues calmly and effectively.
- Responded to passenger concerns and complaints politely and professionally.
- Kept meticulous records of mileage, expenses, and maintenance tasks for accurate reporting purposes.
- Increased repeat business through exceptional customer service, resulting in numerous positive reviews on the rideshare platform.
- Observed city, street and highway driving regulations and took necessary driving precautions when transporting customers.
- Responded with ease to sudden changes in routes and schedules.
Warrants Records Clerk
RUTHERFORD CO SHERIFFS OFFICE
Murfreesboro
06.2025 - 11.2025
- Processed and verified incoming warrant requests efficiently.
- Maintained accurate warrant records in compliance with legal standards.
- Minimized errors in record-keeping by conducting regular audits of warrants database entries.
- Ensured proper filing and archiving of critical documents, maintaining an organized records system.
- Enhanced data accuracy by meticulously verifying and updating warrant records in the system.
- Safeguarded sensitive information through strict adherence to confidentiality protocols and secure document handling practices.
- Receives moneys in payment of fines, court costs, cash bonds, or other fees; records transactions, issues receipts, and forwards revenues as appropriate.
- Performs general/clerical tasks, which may include typing documents, making copies, sending/receiving faxes, sorting/distributing incoming mail, or processing outgoing mail.
- Maintain NCIC Certification. Requirements maintain certification is testing every year. This tool allows those certified to place holds on subjects with active warrants and to use validating identities of active warrants.
- Maintains a current knowledge of applicable laws/regulations; maintains knowledge of guidelines for use of Tennessee Repertory Apprehension of Persons System (TRAPS), National Criminal Information Center system (NCIC), or other computer systems; attends workshops and training sessions as appropriate.
911 DISPATCHER
Rutherfordo Co Sheriffs Office
Murfreesboro
10.2024 - 06.2025
- Managed emergency calls, ensuring accurate and timely information relay to first responders.
- Coordinated multi-agency responses during critical incidents, enhancing situational awareness and resource allocation.
- Operated advanced communication systems, maintaining clarity and efficiency in high-pressure situations.
- Monitored Police and Fire radios to provide assistance to responding personnel.
- Provided exceptional customer service to callers in crisis, displaying empathy while obtaining necessary information for emergency response teams.
- Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
- Supported law enforcement officers during high-risk situations by providing vital background data on suspect locations or histories.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Dispatched and coordinated emergency services teams according to high-priority calls.
- Read system maps and caller information, and documented details in system.
- Collaborated with fellow dispatchers to maintain a cohesive team environment, fostering seamless communication during emergencies.
- Directed responders using assigned mapping systems for timely emergency attendance.
EMERGENCY COMMUNICATIONS SPECIALIST
LaVergne Police Department
LaVergne
07.2024 - 08.2024
- Managed multiple communication channels simultaneously, maintaining a high level of situational awareness at all times.
- Maintained accurate records of all emergency calls, ensuring thorough documentation for future reference and analysis.
- Participated in ongoing training and development programs to stay current with industry best practices and emerging technologies.
- Maintained strict confidentiality regarding sensitive information received during emergency calls, in accordance with applicable laws and regulations.
- Enhanced emergency response times by efficiently prioritizing and dispatching appropriate resources.
- Developed proficiency in various computer-aided dispatch systems, allowing for rapid adaptation to new technology platforms as needed.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
CUSTOMER SERVICE CHAMPION
Verizon Wireless
Murfreesboro
12.2011 - 07.2024
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Educated customers about billing, payment processing and support policies and procedures.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Reduced call handle times, prioritizing first-call resolutions to improve customer interactions.
- Built loyal clientele by delivering personalized solutions that catered to individual needs and preferences.
- Managed high-stress situations calmly, ensuring positive outcomes for all parties involved.
- Excellent communication skills, both verbal and written.
- Championed a customer-centric approach within the escalation team, consistently advocating for clients' best interests and satisfaction.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Responded to customer inquiries to address concerns and maintain customer satisfaction and loyalty.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
OFFICE MANAGER
Xclusive Staffing
Albuquerque
02.2021 - 12.2021
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established strong relationships with local tourism partners, generating leads on potential visitors requiring accommodations.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Motivated staff to perform at peak efficiency and quality.
- Liaised between servers and upper management to address issues and manage challenges.
- Enforced compliance with food safety and sanitation standards throughout restaurant.
- Managed multiple servers across diverse platforms, ensuring seamless integration and interoperability.
CUSTOMER SERVICE REPRESENTATIVE
Bank Of America
Albuquerque
11.2008 - 02.2011
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Maintained up-to-date knowledge of product and service changes.
CUSTOMER SERVICE REPRESENTATIVE
1-800-flowers.com
Alamogordo
12.2001 - 11.2008
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Tracked customer service cases and updated service software with customer information.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Updated account information to maintain customer records.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Sought ways to improve processes and services provided.
- Managed timely and effective replacement of damaged or missing products.
Education
ASSOCIATES OF PRE-BUSINESS - ACCOUNTING
New Mexico State University At Alamogordo
NMHIGH SCHOOL DIPLOMA -
Alamogordo High School
NMSkills
- Computer-aided dispatching
- NCIC Database
- Map reading skills
- Police and fire procedures
- Telephone Etiquette
- Task Prioritization
- Relationship Building
- Documentation
- Dispatch Coordination
- CPR and First Aid
- Reliability
- Data Entry
- Effective Communication
- Incident documentation
- Emergency Management
- Stress Tolerance
- Teamwork and collaboration
- Works Well Under Pressure
- Basic life support
- Computer skills
- Critical thinking
- Memory retention
- Stress tolerance
- Typing speed
- Public safety awareness
- Information documentation
- Information gathering
- Database queries
- Geographical expertise
- 911 system information databases
Certification
- NCIC Certification Training
- CPR
- Telephone CPR
Timeline
Dispatcher
Integrity EMS
12.2025 - Current
Warrants Records Clerk
RUTHERFORD CO SHERIFFS OFFICE
06.2025 - 11.2025
911 DISPATCHER
Rutherfordo Co Sheriffs Office
10.2024 - 06.2025
EMERGENCY COMMUNICATIONS SPECIALIST
LaVergne Police Department
07.2024 - 08.2024
RIDESHARE DRIVER
Uber & Lyft
03.2021 - Current
OFFICE MANAGER
Xclusive Staffing
02.2021 - 12.2021
CUSTOMER SERVICE CHAMPION
Verizon Wireless
12.2011 - 07.2024
CUSTOMER SERVICE REPRESENTATIVE
Bank Of America
11.2008 - 02.2011
CUSTOMER SERVICE REPRESENTATIVE
1-800-flowers.com
12.2001 - 11.2008
ASSOCIATES OF PRE-BUSINESS - ACCOUNTING
New Mexico State University At Alamogordo
HIGH SCHOOL DIPLOMA -
Alamogordo High School