Angela Fierro Hernandez
Phoenix,AZ
Summary
Highly skilled and composed 911 Dispatcher with 3 years’ experience operating in fast-paced emergency communications environments. Proven ability to assess critical situations swiftly, determine appropriate emergency responses, and dispatch EMS, fire, and law enforcement units using computer-aided dispatch (CAD) systems. Adept at managing high-stress calls with professionalism and empathy, ensuring accurate information gathering, real-time coordination, and effective communication with public safety personnel. Demonstrated sound judgment under pressure, strong multitasking skills, and a commitment to public safety and service excellence.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Dispatcher
Boeing
09.2025 - Current
- Coordinated logistics for timely dispatch of vehicles and resources.
- Monitored communication systems to ensure efficient routing and scheduling.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
Patient Advocate Representative
Centauri Health Solution
03.2024 - 10.2024
- Conducted in-person or telephonic outreach to patients to explain available government-sponsored benefit programs (e.g., Medicaid, SSI, SNAP).
- Educated patients and/or their families on eligibility requirements, application processes, and timelines for health coverage and assistance programs.
- Assisted patients with completing and submitting applications for Medicaid, disability benefits, financial assistance, and other programs.
- Tracked application status and follow up with patients and agencies to ensure timely processing and resolution.
- Collaborated with hospital staff, case managers, and social workers to ensure patients receive timely assistance.
911 Dispatcher
AMR
01.2020 - 12.2023
- Answered incoming 911 and non-emergency calls in a high-pressure communications center environment.
- Assessed the nature and severity of emergencies using established triage protocols and guidelines.
- Quickly determined the appropriate level of response required: EMS, police, fire, or a combination.
- Remained calm and composed while obtaining essential information such as location, type of emergency, patient condition, and potential hazards.
- Dispatch appropriate emergency response units (ambulances, fire trucks, or law enforcement) using computer-aided dispatch (CAD) systems and radio communication.
- Provide real-time information and updates to field responders to ensure scene safety and preparedness.
- Coordinate mutual aid and interagency responses as needed during multi-agency incidents or large-scale emergencies.
- Monitored the status of dispatched units and adjust resource allocation based on priority and availability.
- Communicated effectively and professionally with emergency personnel, hospitals, public safety agencies, and callers.
- Maintained continuous communication with field crews to ensure efficient operations and accurate response times.
- Accurately documented call details, unit activity, and communications in accordance with AMR and regulatory standards.
- Managed high-stress, emotionally charged situations with professionalism and empathy.
- Demonstrated strong decision-making skills under pressure to prioritize calls and coordinate limited resources during peak periods or large-scale emergencies.
- Provided reassurance and guidance to callers while awaiting the arrival of emergency personnel.
Medication Technician
Amarsi Assisted Living
05.2022 - 09.2022
- Accurately administer oral, topical, and inhaled medications to residents in accordance with physician orders and facility policies.
- Document all medication administration activities using approved logs and electronic health records.
- Monitor residents for adverse reactions or side effects and promptly report concerns to licensed staff.
- Maintain accurate medication counts and ensure proper storage and security of all medications.
- Assist with refills, medication ordering, and communication with pharmacies as needed.
- Support residents with basic Activities of Daily Living (ADLs), including grooming, dressing, toileting, bathing, and mobility assistance.
- Provide routine checks on residents and respond promptly to call lights and requests for assistance.
- Serve dinner to residents in a timely, courteous, and professional manner.
- Monitor residents during meals and provide assistance with feeding or adaptive utensils as required.
Behavioral Health Technician
Valleywise Health System
04.2019 - 01.2022
- Assisted in behavioral health emergency situations under the direction of clinical staff, including de-escalation of agitated or distressed patients.
- Responded promptly and appropriately to psychiatric emergencies, including code responses or rapid interventions as directed.
- Supported patients with activities of daily living (ADLs) in accordance with individual care plans and patient condition.
- Accurately obtain and document vital signs (blood pressure, pulse, respiratory rate, temperature, oxygen saturation) as directed.
- Maintain detailed documentation on patient observations, interventions, and behaviors during assigned shifts.
- Monitored patient behavior and mental health status, ensuring safety and well-being.
Education
GED -
Rio Salado College
Phoenix, AZ01-2016
Skills
- Dispatching
- Medication Administration
- Customer Service
- Medical Terminology
- Vital Signs
- EMR Systems
- Caregiving
- Microsoft Excel
- Microsoft Office
- Front Desk
- Phone Etiquette
- Typing
- Communication Skills
- Data Entry
- EMT Experience
- Computer Operation
- Customer service
- Data entry
- Decision-making
- Active listening
- Attention to detail
Certification
- CPR Certification
- Certified Medication Technician
- BLS Certification
- CRSCT
- Driver's License
Languages
Spanish
Native or Bilingual
Timeline
Dispatcher
Boeing
09.2025 - Current
Patient Advocate Representative
Centauri Health Solution
03.2024 - 10.2024
Medication Technician
Amarsi Assisted Living
05.2022 - 09.2022
911 Dispatcher
AMR
01.2020 - 12.2023
Behavioral Health Technician
Valleywise Health System
04.2019 - 01.2022
GED -
Rio Salado College