Brooke Hernandez
Tallahassee,FL
Summary
Dynamic and detail-oriented professional with extensive experience as a Public Safety Communications Operator at Consolidated Dispatch Agency. Proven ability to enhance emergency response times through effective communication and critical thinking. Skilled in utilizing CAD systems and fostering client relations, while maintaining composure in high-pressure situations.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Public Safety Communications Operator
Consolidated Dispatch Agency
Tallahassee, FL
01.2024 - Current
- Responded to emergency calls, assessing situations and prioritizing dispatch of appropriate emergency services.
- Utilized computer-aided dispatch (CAD) systems to log incidents and track personnel availability effectively.
- Provided accurate information to first responders, enhancing situational awareness and response coordination.
- Monitored radio communications, ensuring clear transmission of critical updates to field units during emergencies.
- Implemented process improvements in call handling procedures, reducing response times and increasing service reliability.
- Handled high-pressure situations calmly and professionally, successfully managing multiple calls simultaneously during peak hours.
Front Desk Receptionist
Holiday Inn Express Hotel Suites
Havelock, NC
06.2020 - 11.2022
- Greeted and checked in guests, ensuring a welcoming atmosphere.
- Managed reservations using hotel management software to streamline front desk operations.
- Addressed guest inquiries and resolved issues promptly to enhance satisfaction.
- Coordinated with housekeeping to ensure room readiness for incoming guests.
- Processed payments and maintained accurate records of transactions.
- Trained new staff on operational procedures and customer service standards.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Collected room deposits, fees, and payments.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Completed data entry and filing to keep records updated for easy retrieval.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
911 Telecommunicator
Carteret County Emergency Services
Morehead City, NC
09.2021 - 05.2022
- Responded to emergency calls, assessing situations and prioritizing dispatch of appropriate emergency services.
- Utilized computer-aided dispatch (CAD) systems to log incidents and track personnel availability effectively.
- Provided accurate information to first responders, enhancing situational awareness and response coordination.
- Monitored radio communications, ensuring clear transmission of critical updates to field units during emergencies.
- Implemented process improvements in call handling procedures, reducing response times and increasing service reliability.
- Handled high-pressure situations calmly and professionally, successfully managing multiple calls simultaneously during peak hours.
- Maintained accurate records of all incoming calls, ensuring thorough documentation for future reference and analysis.
- Enhanced emergency response times by efficiently gathering and disseminating critical information to first responders.
- Built rapport with callers, establishing trust and facilitating the collection of vital information needed for an appropriate response.
- Provided compassionate assistance to distressed callers while maintaining composure under challenging circumstances.
- Collaborated with law enforcement agencies, fire departments, and EMS teams to ensure a coordinated response during multi-agency incidents.
- Enhanced communication skills through rigorous training, preparing for high-stress emergency situations.
- Answered multi-line phone systems to gather critical information for first responders, improving response times.
- Utilized advanced mapping software to pinpoint caller locations, facilitating quicker response times.
- Enhanced emergency response strategies with feedback from call debriefings.
Education
High School Diploma -
Lincoln High School
Tallassee, TN05.2017
Skills
- Strong attention to detail
- Fast typing speed
- Empathy and patience
- Radio operation
- Professionalism and courtesy
- Client relations
- Creative writing
- Cross-cultural communication
- Assertiveness
- Service management
- Customer service
- Problem-solving
- Attention to detail
- Customer assistance
- Time management
- Problem-solving abilities
- Listening skills
- Multitasking
- Multitasking Abilities
- Excellent communication
- Critical thinking
- Clear communication
- Organizational skills
- Active listening
Accomplishments
Accomplished an accelerated FAA course to become certified as a remote drone pilot
Certification
FAA remote pilot’s license
Timeline
Public Safety Communications Operator
Consolidated Dispatch Agency
01.2024 - Current
911 Telecommunicator
Carteret County Emergency Services
09.2021 - 05.2022
Front Desk Receptionist
Holiday Inn Express Hotel Suites
06.2020 - 11.2022
High School Diploma -
Lincoln High School