Audai Masadeh
Abu Dhabi,United Arab Emirates
Summary
A highly skilled professional with expertise in operational and leadership skills, complemented by excellent computer and systems proficiency. Demonstrates exceptional written and oral communication abilities, alongside a proven track record in team supervision, staff management, training, and performance evaluation. Confident in multi-tasking, strong decision-making, and complex problem-solving, while maintaining efficiency under pressure with a calm and professional approach. Adaptable to various shift patterns, committed to leveraging these competencies towards achieving organisational goals.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
Team Leader
National Ambulance
2019.01 - 2026.02
- - Lead and supervise ACC dispatchers and call takers, ensuring safe and compliant emergency response operations.
- - Conduct investigations at management request and produce detailed operational reports.
- - Contribute to CAD/ICCC system development, dashboards, and reporting improvements.
- - Design and maintain digital backup workflows during system or network outages.
- - Manage staff rosters, annual leave planning, overtime, and coverage optimization.
- - Conduct annual performance reviews, daily audits, and continuous staff coaching.
- - Monitor KPIs including ring-back times, call handling efficiency, and break compliance.
- - Act as Event Control Commander during major events and critical incidents.
- - Represent ACC in audits (including JCI), press conferences, and senior leadership meetings.
- - Lead onboarding and training of new ACC staff (medical and operational).
- - Develop internal audit tools and performance reporting systems.
ACC Shift Leader
National Ambulance
2016.01 - 2023.01
- - Supervised daily ACC operations ensuring full coverage of priority ambulance stations.
- - Mentored call takers and dispatchers and supported training activities.
- - Managed staff breaks and workload distribution.
- - Conducted daily call audits and provided structured feedback.
- - Managed MCI radio channels and coordinated multi-agency responses.
- - Coordinated hospital pre-alerts, diversions, air ambulance activation, and deceased transfers.
- - Acted as liaison between National Ambulance, hospitals, Police, and Civil Defence.
- - Ensured compliance with NAC KPIs, policies, and confidentiality standards.
Emergency Medical Dispatcher / Call Taker
National Ambulance
2014.01 - 2015.01
- - Answered emergency calls promptly and recorded accurate location and incident details using CAD systems.
- - Applied structured medical dispatch protocols and provided pre-arrival instructions.
- - Dispatched ambulance resources and coordinated with Police, Civil Defence, and air ambulance services.
- - Tracked ambulance journeys and maintained radio communications.
- - Managed non-emergency and contract services including event coverage, airport transfers, clinic transfers, and PTS.
Education
Bachelor's Degree - Paramedic
Prince Hussein Academy for Civil Protection
Jordan 2009.09 - 2013.07
Skills
- Operational & Leadership Skills
- Excellent Computer and Systems Skills
- Excellent written and oral communication skills
- Team supervision, staff management and training, and performance evaluation
- Confident in Multi-tasking, Strong decision maker and Complex problem solver
- Works efficiently under pressure with a calm and professional approach
- Capable of Adapting to Various Shift Patterns
Certification
- - Basic Life Support (BLS) Provider – American Heart Association
- - BLS Instructor Essentials – In Progress
- - First Aid & CPR Instructional Training
- - Major Incident Management & EMS Operations Training
LANGUAGES
Arabic – Native
English – Fluent
Accomplishments
- - Investigated operational incidents and prepared detailed, high-quality reports identifying errors and improvement actions.
- - Contributed to two major CAD system upgrades, improving workflows, reporting accuracy, and ease of use for staff.
- - Designed and implemented a digital backup process to maintain ACC operations during system outages and prevent data loss.
- - Supported supervisors and managers with delegated responsibilities including reporting, staff rosters, KPI monitoring, and policy updates.
- - Improved hotline availability and service quality through close monitoring of dispatcher performance and ring-back compliance.
- - Led ACC coordination for major events such as Formula 1 and marathons, and acted as main liaison with Police during sensitive operations.
- - Played a key leadership role during national emergencies including COVID-19 operations and North Emirates flood incidents.
TRAINING & EDUCATION CONTRIBUTIONS
- - Delivered training for new ACC staff covering medical dispatch and operational systems.
- - Served as National Ambulance BLS Instructor for Police and Civil Defence.
- - Participated in peer support initiatives for ACC staff.
- - Developed audit and feedback systems including COVID-19 call audits.
Timeline
Team Leader
National Ambulance
2019.01 - 2026.02
ACC Shift Leader
National Ambulance
2016.01 - 2023.01
Emergency Medical Dispatcher / Call Taker
National Ambulance
2014.01 - 2015.01
Bachelor's Degree - Paramedic
Prince Hussein Academy for Civil Protection
2009.09 - 2013.07