Annaliese Riley
Newtown,Missouri
Summary
Organized and dedicated with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform efficiently in independent or team environments. Hardworking, knowledgeable, and effective in handling a wide variety of tasks. An adaptable science major holding two associates degrees from North Central Missouri College. Works well under pressure and believes in the importance of quality performance.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Certified 911 Public Safety Telecommunicator
City of Kirksville
01.2024 - Current
- Answered and prioritized high-volume emergency and non-emergency calls and texts, gathering critical information to determine appropriate response units
- Utilized computer-aided dispatch (CAD) systems to document incidents, track responder status, and coordinate law enforcement, fire, and EMS resources
- Verified caller locations using GIS mapping, enhanced 911 systems, and GPS tools to ensure precise dispatching
- Maintained calm, professional communication during high-stress, fast-paced situations to ensure accurate and timely emergency response
- Monitored multiple radio channels to collaborate with law enforcement officers, firefighters, paramedics, air medical, coroner and other public safety agencies to ensure coordinated response efforts by relaying real-time updates to support field personnel in maintaining situational awareness
- Assessed patients and adhered to EMD protocols to provided callers with life-saving pre-arrival instructions, including CPR guidance, safety procedures, and crisis de-escalation techniques
- Followed strict protocols, legal requirements, and confidentiality standards (HIPAA, CJIS) while communicating sensitive information to officers, courts, and other agencies
- Monitored cameras for the city and schools and provided playback to officers when needed
- Monitored NOAA/NWS watches and warnings through NWS alert systems, verified criteria and activated sirens for the appropriate zone/city
- Accurately entered arrest warrants, no-contact orders, protection orders missing/runaway persons, as well as stolen vehicles and firearms, into NCIC, state criminal databases, or local law enforcement systems
- Verifed that all required fields (names, identifiers, case numbers, court data) are complete and compliant with federal/state guidelines
- Confirmed all document were complete, properly signed, and legally valid before entry
- Updated, modified, cleared or canceled warrants, protection orders missing/runaway persons, stolen vehicles, and firearms, immediately upon receiving official notice when served, expired, recalled, or recovered
- Handled immediate and delayed hit confirmations according to NCIC policy and provided timely confirmation responses within federal time requirements
- Verifed entries when other agencies located or detained an individual on a warrant or order
- Provided officers with timely, accurate information during traffic stops, investigations, and incidents while protecting sensitive information at all times
- Documented all audit-ready records showing entry, modification, and cancellation activity
- Conducted criminal history checks through state CJIS systems, NCIC III (Interstate Identification Index), and local RMS databases
- Confirmed subject identifiers before running queries to prevent misidentification
- Reviewed and interpreted results for active warrants, restraining orders, probation/parole status, and criminal charges
- Followed all NCIC/CJIS usage guidelines, query policies, and data security protocols as well as agency-specific confidentiality rules to ensure criminal history information was only released to authorized personnel
- Kept abreast of all department policies and mutual aid agreements to ensure proper agencies respond to prevent delays
- Participated in ongoing training for emergency procedures, crisis communication, and technology systems to maintain readiness and compliance
Advanced Direct Loan Counselor
Missouri Higher Education Loan Authority
09.2023 - 01.2024
- Collected monthly payments and account payoffs
- Placed forbearance and deferment options on accounts
- Initiated refunds when applicable
- Answered general account questions
- Recommended and updated payment plans to best suit borrowers needs
- Assisted with enrollment, changes, and suspension of auto debt
- Educated and provided application assistance to borrowers and non borrowers regarding Public Service Loan Forgiveness, Teacher Loan Forgiveness, and Consolidation
- Collected payment/initiated processes on delinquent accounts to bring them current
- Assisted in understanding Public Service Loan Forgiveness tracker
- Assisted in employer certification for Public Service Loan Forgiveness and Teacher Loan Forgiveness
- Answered inbound and placed outbound calls
- Documented detailed notes during calls
- Verified and updated demographics
- Verified security on accounts to protect borrower information
- Educated about website, paperless option, and provided assistance signing up
- Sent borrowers specific letters, educational emails, and forms upon request
- Calculated and provided payoff estimates
- Provided technical support for website
- Established and maintained positive relationships with borrowers by assessing and assisting with their needs
- Deescalated upset or angry borrowers, utilizing active listening and empathy to assess their situation and provide the best resolution
Administrative Professional
Preferred Family Healthcare Inc.
01.2022 - 09.2023
- Greeted incoming clients and vendors professionally creating a welcoming environment while checking in or providing friendly, knowledgeable assistance
- Interacted with vendors, contractors, and professional services personnel to receive orders, direct activities, and communicate instructions
- Monitored and screened visitors to verify accessibility to inter-office personnel and maintained situational awareness to promote on-site security and safety
- Maintained visitor log for entering and leaving the facility for security purposes
- Ensured Covid-19 protocol was followed and responsible for client, visitor, and vendor screenings, including symptom check and taking temps when mandated
- Corresponded with clients through email, telephone, or postal mail
- Sorted, received, and distributed mail correspondence and delivered packages upon arrival to correct staff members and departments without delay
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel
- Resolved client issues promptly through active listening and open-ended questioning, and notified supervisor immediately when problems escalated
- Maintained organized and clean front office area to create a professional and welcoming environment for clients, vendors, and employees
- Provided clerical support to company employees by copying, faxing, and filing documents
- Handled assignments independently with good judgment and critical thinking skills
- Trained new team members on company procedures, customer service and issue resolution
- Organized, maintained, and updated information in computer databases
- Maintained confidentiality of sensitive data regarding clients and company
- Completed data entry and filing to keep records updated for easy retrieval
- Oversaw office equipment maintenance to support continuous and uninterrupted operations
- Performed supply checks and reported when items needed to be ordered
- Managed multiple tasks and met time-sensitive deadlines
- Assisted with onboarding new clients and securing paperwork completion
- Preformed Pre Admission screenings for inpatient and outpatient Substance Use Disorder clinic
- Served as first point of contact on the phone and in person for crisis situations both suicidal and homicidal in nature
- Completed all tasks in compliance with company policies and procedures while keeping up to date on any policy changes
TRiO Professional Tutor and Office Assistant
North Central Missouri College
06.2019 - 12.2021
- Produced PowerPoint presentation to inform students of both Trio and NCMC activities, important dates, as well as reminders requested by Trio advisors
- Established positive relationships with Trio personnel, NCMC staff/faculty, and NCMC students to strengthen the effectiveness of the Trio program's mission
- Greeted students, staff/faculty, and visitors, answered questions about the Trio program, and directed guests to specific office personnel or to the appropriate building on campus
- Maintained physical copies of SSS and Upward Bound student files highly organized for quick retrieval when necessary
- Eliminated security risks by shredding old records and confidential information
- Assisted in training other tutors to perform work activities
- Prevented technical problems by maintaining equipment and troubleshooting issues
- Maintained a clean, orderly, and efficient study lab, and requested needed supplies
- Maintained an inventory of books and equipment
- Uploaded content to a Trio web page
- Continuously helped with ways to improve Trio, either by giving input when asked, or taking initiative and suggesting new ideas
- Tutored students one-on-one in multiple subjects, lead study groups, and started assisted dissection group labs
- Maintained contact with students outside of the lab to make sure they were doing well
- Listened to student concerns about their courses, degree, grades, and occasionally, their issues with their work and home life
- Promoted Trio by doing in person commercials in classrooms and handing out flyers
- Evaluated applications and completed eligibility forms for incoming SSS students
- Made sure Covid protocol was carried out as well as assisted with student tracing procedures
Education
Associate of Science - Biological, Physical, And Environmental Science
North Central Missouri College
Trenton, MO12.2021
Associate of Arts - Emphasis in Science And Math
North Central Missouri College
Trenton, MO05.2021
Skills
Hard working with effective time management, prioritization, and organizational skills
Experienced in Microsoft Office Suite and Google
Proficient with CAD and enhanced 911 systems
Dependable self-motivator
Dedicated team player with strong communication and leadership skills
Empathetic, understanding, and respectful toward others
Multitasker
Quick learner
Critical thinking problem solver
Proficient correspondence and office document abilities
Accountable and responsible
Unwavering integrity
Accomplishments
Graduated with highest honors twice
Awarded the Presidents Honor Roll four times
Awarded the Deans Honor Roll once
3.88 GPA
Inductee of Phi Theta Kappa International Honor Society Spring 2019
Certification
CPR & AED Adult/Pediatric - American Heart Association
EMD - International Academies of Emergency Dispatch
MULES - Missouri State Highway Patrol
Extracurricular Involvement
Founding co-advisor of the First Gen Club, Vice President for the Gay-Straight Alliance, Vice President of Fellowship and Scholarship for Phi Theta Kappa, and a member of the Shakespeare Troupe
Timeline
Certified 911 Public Safety Telecommunicator
City of Kirksville
01.2024 - Current
Advanced Direct Loan Counselor
Missouri Higher Education Loan Authority
09.2023 - 01.2024
Administrative Professional
Preferred Family Healthcare Inc.
01.2022 - 09.2023
TRiO Professional Tutor and Office Assistant
North Central Missouri College
06.2019 - 12.2021
Associate of Science - Biological, Physical, And Environmental Science
North Central Missouri College
Associate of Arts - Emphasis in Science And Math
North Central Missouri College