Michael Leon

Experience

• 

  Westchester County

  Apr 2008 - Oct 2024

  Emergency Communication Specialist 1

  Achieved a response rate of 95% on 100-150 inbound calls per shift, streamlining customerinquiries and reducing average resolution time by 15%Implemented a streamlined documentation process, ensuring instant information relay to firstresponders and enhancing incident handling efficiency by 30%Utilized a comprehensive database for the facilitation of real-time events, managing over180,000 per yearPlayed a pivotal role in policy development and compliance implementation, leading to a 50%decrease in regulatory breaches for the organizationTrained and mentored a team of 15 new employees through tailored one-on-one and groupsessions, resulting in a 90% successful onboarding rateDeveloped a detailed training manual that integrated essential processes and best practices, enhancing staff retention by 35% and knowledge transfer Show less

• 

  Verizon Wireless Zone

  Oct 2014 - Jan 2017

  Assistant Manager

  Delivered 24/7 technical help desk support, achieving a 95% first-call resolution rate and significantly enhancing user satisfactionManaged inventory for over 200 store phones, optimizing ordering processes that reduced costs by 15% through efficient RMA managementManaged end-to-end accounts payable and receivable functions, ensuring timely payment sand collections, which boosted overall revenue by 15%Installed and maintained VOIP phone systems for a multi-site operation, enhancing communication reliability and reducing telecom expenses by 20%Provided comprehensive maintenance for server and Windows operating Show less

• 

  Town Of Mt Pleasant

  Dec 2021 - Jan 2024

  Police Dispatcher
• 

  New York University

  Nov 2024 - now

  Lead Dispatcher