Heather Geffken
Lillington
Summary
Dedicated 911 Dispatcher offering 10 years of related experience. Familiar with managing emotions and staying clear-headed under pressure. Extensive training in telecommunications and protocols. Attentive telecommunications professional with training and experience to handle stressful situations. Organized and thorough in documenting calls. Helps first responders coordinate emergency actions and support local community. Successful at keeping callers calm and gathering required information to support police and other first responder actions. Reads maps, understands tracking information and provides timely updates to field personnel. Committed professional with a solid history of accomplishment in helping people handle emotionally-charged, life-threatening and dangerous situations. Knowledgeable about dispatch procedures and policies. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Driven team player with a demonstrated record of success in work with people during life-threatening, dangerous and other tough situations. Proficient in emergency dispatching procedures and requirements.
Overview
17
17
years of professional experience
1
1
Certification
Work History
911 Telecommunicator
Harnett County Sheriff's Office
Lillington
08.2013 - Current
- Assessed emergency requests and made quick judgment calls to determine appropriate action.
- Monitored Police and Fire radios to provide assistance to responding personnel.
- Dispatched and coordinated emergency services teams according to high-priority calls.
- Read system maps and caller information, and documented details in system.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
- Directed responders using assigned mapping systems for timely emergency attendance.
- Provided on-the-job training and coaching to develop new dispatchers.
- Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Automated document flow by ensuring logbooks and fire, accident, and emergency reports were maintained with 100% accuracy.
- Developed and delivered emergency response plans to improve attendance timeframes.
- Followed established protocols for professional handling of emergency situations.
- Operated emergency response systems to update and retrieve up-to-date information for first responders.
- Proved successful working within tight deadlines and a fast-paced environment.
- Reduced risks and emergency response issues by observing public safety field units.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Answered calls from automatic routing system and took basic information from callers.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Assisted callers in emergency situations with appropriate information and support.
- Reduced risks and emergency response issues by observing public safety field units
- Read system maps and caller information, and documented details in system
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses
- Monitored Police and Fire radios to provide assistance to responding personnel
- Directed responders using assigned mapping systems for timely emergency attendance
- Assisted callers in emergency situations with appropriate information and support
- Dispatched and coordinated emergency services teams according to high-priority calls
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
- Monitored radio frequency for active incidents or events requiring dispatch assistance.
- Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
- Documented all relevant details from each call in computer-aided dispatch system.
- Evaluated incoming calls for accuracy and completeness of information received.
- Dispatched appropriate personnel to respond to emergency situations.
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
- Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
- Kept abreast of changes in local traffic patterns and road closures due to accidents or construction activities.
- Mitigated risks and emergency response delays by efficiently monitoring public safety field units.
- Received requests for non-emergency services such as tow trucks, ambulances, locksmiths. and dispatched resources accordingly.
- Participated in training sessions related to new technologies used in Emergency Dispatching.
- Maintained contact with callers until help arrived at scene.
- Researched vehicle, wanted and missing persons information.
- Advised field units on proper protocol when responding to hazardous material spills or criminal activity scenes.
- Communicated with dispatchers from other jurisdictions to coordinate mutual aid responses across county lines or state borders when necessary.
- Assessed caller's needs and provided support as needed during crisis situations.
- Performed administrative duties such as filing paperwork, scheduling shift coverage, maintaining records.
Assistant Store Manager
Carlie C's IGA
Lillington
06.2008 - 08.2013
- Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
- Maintained inventory by checking merchandise to determine levels.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Assisted in continuous development of effective store associates to achieve desired sales and results.
- Monitored sales activities to ensure that customers receive satisfactory service and quality goods.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Analyzed sales data to identify trends and adjust strategies accordingly.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Led teams in planning, implementation and execution of merchandising and operating initiatives to streamline business effectiveness.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Ensured compliance with all safety regulations throughout the store premises.
- Supervised cashiers in processing credit, debit and cash payments to streamline sales.
- Conducted regular performance reviews with staff members to assess individual progress and set goals for future development.
- Oversaw coaching and guidance of store employees to foster advancement in work operations.
- Reviewed inventory and sales records to prepare reports for management and budget departments.
- Managed day-to-day operations including scheduling shifts, assigning tasks.
- Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity.
- Prepared detailed reports summarizing sales activity, customer feedback, and other relevant information.
- Provided training to new employees on company policies and procedures.
- Assisted in recruiting efforts by interviewing candidates for open positions in the store.
- Oversaw daily cash handling procedures, reconciling discrepancies as necessary.
- Supervised a team of employees and provided ongoing training to ensure high levels of customer satisfaction.
- Supervised cash handling processes to ensure accuracy of transactions.
- Handled scheduling for store shifts to achieve adequate staffing.
- Handled complaints from customers by empathetically listening, recording details and offering solutions.
Manager
Tiki Tan
Lillington
01.2012 - 08.2012
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Managed annual budgeting and forecasting, optimizing resource allocation.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Led a team of employees, ensuring high productivity and excellent customer service.
- Created monthly reports for senior management summarizing operational performance metrics.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Produced thorough, accurate and timely reports of project activities.
- Recruited and hired qualified candidates to fill open positions.
- Implemented quality control measures to uphold company standards.
- Monitored staff performance and addressed issues.
Education
High School Diploma -
Central Carolina Community College
Sanford, NC06-2006
Associate of Applied Science - 911 Communications And Operations
Richmond Community College
Hamlet, NCSkills
- Computer-Based Dispatch Systems
- Prioritizing Effectively
- Dispatch First Responders Teamwork and Collaboration
- Emergency Assistance
- Efficient Service
- Accurate Recordkeeping
- Staff Support
- Conflict Resolution
- Emergency Call Routing
- Document Calls
- Map Reading
- Training and mentoring
- Conflict resolution
- Team leadership
- Customer service
- Interpersonal communication
- Administrative management
- Multitasking
- Continuous improvement
- Adaptability and flexibility
- Good judgment
- Team building
- Teamwork
- Excellent communication
- Crisis communication
- Flexible schedule
- Problem-solving aptitude
- Interpersonal skills
- Attention to detail
- Effective communication
- Criminal justice knowledge
- Information intake
- Time management
- Problem-solving abilities
- Written communication
Certification
- PST - Public Safety Telecommunicator Supervisor
- EMD - Emergency Medical Dispatch
- EFD - Emergency Fire Dispatch
- EPD - Emergency Police Dispatch
Accomplishments
- Dean's list Richmond Community College Fall semester 2024
Affiliations
- I hold multiple certificates
- Completed multiple optional classes
References
References available upon request.
Timeline
911 Telecommunicator
Harnett County Sheriff's Office
08.2013 - Current
Manager
Tiki Tan
01.2012 - 08.2012
Assistant Store Manager
Carlie C's IGA
06.2008 - 08.2013
High School Diploma -
Central Carolina Community College
Associate of Applied Science - 911 Communications And Operations
Richmond Community College
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