Annemarie Lucia Avery
Mounds View,MN
Summary
Dynamic 911 Emergency Dispatcher with proven expertise in prioritizing emergency calls and enhancing communication among first responders at Anoka County. Recognized for exceptional situational awareness and problem-solving skills, consistently exceeding performance metrics. Proficient in computer-aided dispatch systems, ensuring accurate and timely service delivery in high-pressure environments.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
13
13
years of professional experience
Work History
911 Emergency Dispatcher
Anoka County
10.2021 - 10.2025
- Prioritized emergency response calls, ensuring accurate and timely dispatch of services.
- Operated multi-line telephone systems to assess caller needs and relay critical information.
- Coordinated communication between law enforcement, fire, and medical personnel during emergencies.
- Monitored radio transmissions and provided real-time updates to field units for effective response.
- Utilized computer-aided dispatch software to log incidents and track service requests efficiently.
- Managed multiple communication channels simultaneously, including telephone lines, radio frequencies, and computer-aided dispatch systems for effective coordination among emergency units.
- Maintained high levels of situational awareness during emergency situations, allowing for quick adjustments and accurate updates to responding units as needed.
- Received 911 and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
- Handled challenging caller interactions professionally while remaining empathetic to individuals experiencing distress or panic during emergencies.
- Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
- Enhanced communication between first responders and callers by providing clear, concise information during high-stress situations.
- Promoted a professional work environment by adhering to strict confidentiality policies and maintaining sensitive information securely.
- Contributed to improved overall call center performance by consistently meeting or exceeding key performance metrics in areas such as response time and accuracy rates.
Exam and Inspection Specialist
State of Minnesota
09.2016 - 10.2021
- Administers written (or oral), performance and vision examinations to driver’s license applicants to ascertain whether they meet the qualifications for licensure using predetermined criteria and standardized tests. Devises road test routes to use in the administration of driver’s license performance exams using prescribed standards and taking into consideration the maneuvers that need to be evaluated. Reviews the results of driver’s license candidates’ performance tests to advise candidates of both their good and unsafe driving habits through a post-test conference. Gives driver’s license-related presentations to the requesting public in order to enhance their understanding and gain their support of the functions and purposes of the driver examining program through the use of personal experience and knowledge of departmental policies and activities. Inspects and trains prospective motor vehicle dealers to ensure they meet all the requirements for a dealer license through the use of established guidelines and customized orientation sessions. Audits motor vehicle dealer’s records to verify conformance with statutory mandates and collection of proper fees is occurring by making unannounced on-site visits and checking random transaction records. Inspects reconstructed vehicles to verify that each individual part can be accounted for by checking special identification numbers on the parts against those contained in official documents. Interprets and applies state statutes and department policy and procedure to ensure uniformity in driver’s license test administration, motor vehicle dealer licensing and vehicle inspections.
Customer Service Cashier
Marathon Gas Station
04.2015 - 08.2016
- Processed customer transactions accurately and efficiently using point-of-sale systems.
- Resolved customer inquiries and concerns to enhance satisfaction and loyalty.
- Maintained cleanliness and organization of checkout area to ensure optimal workflow.
- Trained new team members on procedures, policies, and customer service standards.
- Monitored inventory levels and assisted in restocking items as needed for sales support.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Counted money in drawers at beginning and end of each shift.
Customer Service Cashier
Cenex Co-op
10.2012 - 04.2015
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Processed customer orders and accurately handled payment transactions.
- Met customer service goals and exceeded customer expectations.
- Assisted in training new employees, ensuring they were knowledgeable about company policies and procedures.
- Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
- Conducted inventory counts regularly, ensuring accurate stock levels were maintained at all times.
- Managed cash drawer and financial transactions to maintain accurate store accounts.
- Performed cash, card, and check transactions to complete customer purchases.
- Resolved customer inquiries and concerns to enhance satisfaction and loyalty.
Education
No Degree - Law Enforcement
Alexandria Technical College
Alexandria, Minnesota, MNHigh School Diploma -
Saint Agnes School
Saint Paul, MN06-2012
Skills
- Patience and tolerance
- Memory retention
- Prioritization
- Typing speed
- Situational awareness
- Information gathering
- Geographical expertise
- Problem-solving
- Works Well Under Pressure
- Teamwork and collaboration
- Active listening
- Stress tolerance
- Computer skills
- Call management
- Emergency medical instruction
- Telephone etiquette
- NCIC database
- 911 system information databases
- Attention to detail
- Excellent communication
Timeline
911 Emergency Dispatcher
Anoka County
10.2021 - 10.2025
Exam and Inspection Specialist
State of Minnesota
09.2016 - 10.2021
Customer Service Cashier
Marathon Gas Station
04.2015 - 08.2016
Customer Service Cashier
Cenex Co-op
10.2012 - 04.2015
No Degree - Law Enforcement
Alexandria Technical College
High School Diploma -
Saint Agnes School