Mary Estes
Framingham
Summary
Dynamic professional with a proven track record in emergency response and business operations. Goal oriented, with exceptional attention to detail, I thrive in managing high-stress incidents. I've consistently ranked top in employee performance and leadership. Achievements include developing cohesive partnerships through fostering a positive work environment, and driving significant improvements in operational excellence.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Emergency Telecommunications Operator
Brewster Ambulance Service
09.2024 - Current
- Function as secondary PSAP, providing EMD for medical emergencies transferred by the Police Departments of Quincy, Framingham, Taunton, and Braintree, as well as Kingston Fire.
- Taking calls for Braintree Fire in addition to providing EMD for calls sent by Braintree Police, as Braintree Fire is dispatched by Brewster.
- Certified Training Officer (CTO), responsible for training new non-emergency telecommunications operators, and new dispatcher's on non-emergency calls and booking non-emergent interfaculty transports
- Treating callers with equal patience, and respect, even when they are confrontational or uncooperative
- Modifying my tone and verbiage to suit the mental and emotional state of the caller, as necessary to maintain control
- Quickly assess situations, gathering relevant information, and making informed decisions
- Identify potential threats to the safety of responding units, immediately notifying the appropriate dispatchers of the risks and additional resources whcih may be needed
- Decide upon appropriate determinant codes, in order to ensure providing the most relevant, and potentially life saving medical direction
- Utilize CAD system (Traumasoft) and ProQA to conduct medical questioning, and relay critical information to crews and dispatchers
- Take accountability for seeking and receiving feedback which enables me to be of better support to my callers, and fellow first responders
Patient Care Representative
Advanced Diabetes Supply
10.2019 - 07.2020
- Consistently ranked top three for number of calls successfully completed per day, answering a high volume from patients across the country, rapidly conducting data entry, and reviewing patient profiles for accuracy
- Maintained thorough knowledge of type 1 diabetes, through continuing education
- Acted as a liaison between patients, healthcare providers, insurance companies, and manufacturers, conducting three-way calls with patients to help resolve issues related to prescriptions, claims and coverage
- Graduated from taking calls, to auditing patient profiles, ranking number one for number of accounts successfully audited per day. It was my responsibility to act as a last defense against delays, identifying potential issues, forwarding the account to the appropriate department for resolution, or contacting the necessary outside agencies myself. Once all issues were resolved, I would forward the prescription to the pharmacist to be filled and shipped.
- Occasionally contacted distressed, grieving family members who had reached out in regard to the death of a loved one, as a result of equipment failure. I would calmly allow them to express themselves, before gently explaining that the product manufacturer was the appropriate agency, offering to assist them on a three-way call, if they didn't want to call alone.
- Assisted in the training of new patient care representatives
- Maintained knowledge of protocol for private insurance agencies and their varying plans, as well as government insurance agencies such as Tricare, and Medicare
- Maintained knowledge of state and pharmacy laws, regulations, vs. company policy
EMT-B
Fallon Ambulance
09.2015 - 05.2018
- Worked out of the Quincy base, providing both emergency response to several cities and towns, as well as non-emergent transports for major facilities depending on where I was assigned per shift.
- Assisted in the training of 3rd rider EMT's, as well as 2nd riders in their probationary period
- Provided emergency medical care to patients in a fast-paced and high-stress environment
- Provided accurate verbal reports regarding patient conditions to hospital staff
- Operated and maintained emergency medical equipment, ensuring a clean, fully stocked ambulance at all times
- Dispatched by Fallon, Fire, or Police depending on town, requiring the simultaneous use of two radios, remaining available to, and providing status updates to both agencies during emergency responses.
- Completed detailed, yet concise patient care reports, ensuring appropriate documentation, in order to meet compliance in the event of an audit by OEMS
- Maintained strict adherence to protocols and procedures established by the EMS agency and local regulations
- Reported to highest ranking official in charge of emergency scenes, according to emergency type and protocol
- Assisted in training new EMT recruits on emergency medical procedures and protocols
EMT-B
Action Ambulance Service
02.2017 - 08.2017
- Acted as the designated BLS town truck for both Wakefield, and Stoneham, responding to all BLS emergencies for both towns and assisting paramedics on all ALS emergencies requiring BLS aid.
- Occasionally dispatched to render aid for larger scale emergencies in other contracted towns, either as BLS or in the mobile incident response vehicle (ex. operating the mobile incident response vehicle to run rehab for Firefighters during a 2 day long brush fire which took place in a heatwave)
- Provided accurate verbal reports regarding patient conditions to hospital staff
- Operated and maintained emergency medical equipment, ensuring a clean, fully stocked ambulance at all times
- Communicated effectively with Police, Fire and EMS via radio, rapidly alternating between channels, to ensure we were accessible to the appropriate agency at the appropriate time
- Completed detailed, yet concise patient care reports, ensuring appropriate documentation, in order to meet compliance in the event of an audit by OEMS
- Maintained strict adherence to protocols and procedures established by the EMS agency and local regulations
- Reported to highest ranking official in charge of emergency scenes, according to emergency type and protocol
- Assisted in training new EMT recruits on emergency medical procedures and protocols
Spa Owner
Avid Lash Boutique
06.2021 - Current
- Leveraged data analytics tools to track business performance and make data-driven decisions
- Served as the primary point of contact for all customer inquiries or concerns resolving issues promptly
- Conduct extensive product testing to ensure quality control and high quality service results
- Maintained high levels of customer satisfaction, resulting in a consistent return clientele, and new client referral's
- Developed partnerships, and collaborated with local business owners and product manufacturers to expand client base, and increase profits
- Created effective marketing strategies to promote the business and attract new customers
- Oversaw budgeting and financial management, ensuring the company's financial health
- Developed and implemented strategic business plans to drive growth and increase profitability
Market Loss Prevention Manager
Old Navy
01.2012 - 01.2017
- Reduced shrink by over $100k within my first year as an agent at South Bay Center, by mending a previously hostile relationship between store and loss prevention staff, building new partnerships with the Boston Police Officers who worked details at the mall's substation, as well as with mall security, and the security teams at other stores within the mall
- Held number 1 in New England and number 3 in the company for individual with most apprehensions made for four years straight, until leaving the company
- Successfully hired, trained and ran the number one team in New England, spread across 5 locations
Master Artist
Lash L'Amour
05.2018 - 07.2022
Lead Makeup Artist
Station 8 Salon
05.2017 - 05.2018
Education
Emergency Medical Services
Boston University
Boston, MA04-2015
Esthetics
Catherine Hinds Institute of Aesthetics
Woburn, MA05-2017
High School Diploma -
Valley Center High School
Valley Center, CA06-2006
Skills
- Superb attention to detail
- Employee training
- Staff leadership
- Professionalism and etiquette
- Collaborative mindset
- Incident reporting
- Policy enforcement
- Information security
- Medical terminology
- GPS technology
- Incident management
Certification
- NG911
- Priority Dispatch EMD - International Academies of Emergency Dispatch (IAED)
- Telecommunications Operator- IAED
- CPR/AED Certification
Timeline
Emergency Telecommunications Operator
Brewster Ambulance Service
09.2024 - Current
Spa Owner
Avid Lash Boutique
06.2021 - Current
Patient Care Representative
Advanced Diabetes Supply
10.2019 - 07.2020
Master Artist
Lash L'Amour
05.2018 - 07.2022
Lead Makeup Artist
Station 8 Salon
05.2017 - 05.2018
EMT-B
Action Ambulance Service
02.2017 - 08.2017
EMT-B
Fallon Ambulance
09.2015 - 05.2018
Market Loss Prevention Manager
Old Navy
01.2012 - 01.2017
Emergency Medical Services
Boston University
Esthetics
Catherine Hinds Institute of Aesthetics
High School Diploma -
Valley Center High School
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