Erica Moore
Culpeper,VA
Summary
Dedicated Senior Dispatcher with over 20 years of experience in coordinating emergency response activities and optimizing dispatch operations. Known for strong problem-solving abilities and team collaboration, consistently improving response times and resource allocation.
Experienced with managing dispatch operations to ensure smooth and efficient logistics. Utilizes strong problem-solving abilities to address challenges and optimize delivery routes. Track record of enhancing team communication and operational efficiency.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Senior Dispatcher
Virginia State Police
Culpeper, VA
08.2005 - Current
- Coordinated emergency response activities among multiple agencies to ensure timely resolution of incidents.
- Supervised dispatch operations, optimizing workflow and enhancing communication efficiency across teams.
- Trained new dispatch personnel on system protocols and operational procedures to maintain high service standards.
- Implemented advanced dispatching technologies, improving response times and resource allocation accuracy.
- Evaluated dispatcher performance regularly to identify areas for improvement or recognition of exceptional work ethics.
- Implemented quality control measures to maintain high standards in customer service and dispatch operations.
- Ensured compliance with local, state, and federal regulations regarding dispatcher duties, maintaining up-to-date knowledge through ongoing training sessions and industry research.
- Enhanced employee satisfaction by addressing concerns, providing support, and fostering a positive work environment within the dispatch team.
- Established open lines of communication between field personnel and management staff through regular meetings or conference calls discussing pertinent topics impacting daily operations at regional levels where appropriate.
- Developed training materials for new hires to quickly acclimate them to the dispatcher role and company protocols.
- Maintained detailed records of all dispatch activities, allowing for easy review and analysis of performance metrics.
- Streamlined dispatch processes by implementing efficient routing and communication strategies.
- Managed a team of dispatchers, ensuring timely and accurate communication between law enforcement and customers.
- Reduced response times for emergency calls with improved dispatch procedures and coordination.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Answered phone calls and responded to customer emails.
- Monitored vehicle locations to coordinate timely arrivals.
- Assisted in resolving customer complaints and grievances.
- Utilized dispatch software to enter customer orders, deliveries and receipts.
- Monitored and tracked dispatch communication systems.
- Received new orders, prepared documentation, and assigned personnel.
- Monitored flow of paperwork and directed information to appropriate departments.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Utilized customer feedback to improve customer service.
- Coordinated emergency response efforts by efficiently dispatching personnel and resources to critical incidents.
- Monitored multiple communication channels, ensuring rapid information flow during high-pressure situations.
- Utilized advanced computer-aided dispatch systems for accurate incident tracking and resource allocation.
- Maintained detailed logs of emergency calls, enhancing operational transparency and accountability.
- Trained new dispatchers on protocols and software, fostering a knowledgeable team environment.
- Collaborated with law enforcement and emergency services to streamline response processes and improve outcomes.
- Improved response times by prioritizing and efficiently managing emergency calls.
- Maintained accurate records of dispatched calls and their outcomes, ensuring thorough documentation for future reference.
- Participated in ongoing professional development opportunities to stay current on best practices in emergency communications and technology advancements.
- Contributed positively towards team morale by fostering a supportive work environment within the dispatch center.
- Effectively managed stressful situations, maintaining a calm demeanor while providing crucial support to both callers and first responders.
- Exceeded performance metrics in both call handling and dispatch accuracy, resulting in a higher level of service to the community.
- Assisted in updating department policies and procedures to improve overall efficiency and effectiveness of emergency dispatch operations.
- Scanned suspects with NCIS per police requests to determine criminal and driver history, vehicle registration information and license status.
- Collaborated closely with law enforcement agencies to ensure timely responses to incidents requiring police intervention.
- Identified cases requiring additional resources and interventions, reaching out to supervisor to determine best next steps.
- Eliminated risks and emergency response delays by efficiently monitoring public safety field units.
- Enhanced dispatcher training programs for more effective communication with first responders.
- Tracked stolen articles into National Crime Information Center and monitored government-regulated alarms.
- Supported community safety by effectively dispatching fire departments to fire-related emergencies.
- Reduced risks and emergency response issues by observing public safety field units.
- Automated document flow by ensuring logbooks and fire, accident, and emergency reports were maintained with 100% accuracy.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Monitored Police and Fire radios to provide assistance to responding personnel.
- Read system maps and caller information, and documented details in system.
- Directed responders using assigned mapping systems for timely emergency attendance.
- Followed established protocols for professional handling of emergency situations.
- Proved successful working within tight deadlines and a fast-paced environment.
- 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.
- Provided on-the-job training and coaching to develop new dispatchers.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Dispatched and coordinated emergency services teams according to high-priority calls.
- Assessed emergency requests and made quick judgment calls to determine appropriate action.
- Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
- Assisted callers in emergency situations with appropriate information and support.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Operated emergency response systems to update and retrieve up-to-date information for first responders.
- Conducted regular equipment checks and maintenance tasks, minimizing downtime due to technical issues within the dispatch center environment.
- Implemented caller follow-up program that provided additional support after initial incident resolution, ensuring ongoing care and assistance.
- Aided senior leadership by collecting research for executive decision-making support.
- Coordinated large-scale multi-agency responses involving multiple jurisdictions during major incidents or disasters.
Business Operations Assistant
Fairfax County Public Schools
Springfield, VA
09.1999 - 08.2005
- Coordinated scheduling for educational programs and events, ensuring efficient resource allocation.
- Assisted in maintaining accurate records of student enrollment and attendance data.
- Streamlined communication between departments to enhance operational efficiency and collaboration.
- Developed training materials for new staff, improving onboarding process consistency and effectiveness.
- Engaged with customers to build business relationships.
- Verified work aligned with service levels agreed and client requirements.
- Assisted in creating project timelines that successfully met deadlines while adhering to budget constraints.
- Provided administrative support during large-scale projects, allowing team members to focus on core responsibilities without distraction.
- Coordinated logistics efforts to optimize inventory management and fulfill customer orders promptly.
- Enhanced customer satisfaction with timely and accurate order processing.
- Collected, arranged, and input information into database system.
- Gathered, organized and input information into digital database.
- Generated reports detailing findings and recommendations.
- Created and managed project plans, timelines and budgets.
- Devised and implemented processes and procedures to streamline operations.
- Frequently inspected production area to verify proper equipment operation.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Education
High School Diploma -
Osbourn Park High School
Manassas, VA06-1999
Skills
- Dispatch software
- Route planning
- Incident reporting
- Advanced communication
- Policy compliance
- Geographical expertise
- Scheduling expertise
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Multitasking and organization
- Prioritizing calls
- Active listening
- Team collaboration
- Verbal and written communication
- Dispatching procedures
- Decision-making
- Dispatch coordination
- Customer relations
- Data entry
- Stress tolerance
- Route navigation
- Work order management
- Customer relationship management
- Map reading
- Conflict resolution
- Routing orders
- Schedule management
- Dispatching field personnel
- Record keeping
- Service planning
- Updating logs
- Emergency protocols
- Equipment management
- Closing tickets
- Communication equipment operation
- Database updates
- Service coordination
- Database management
- Database maintenance
- Tracking systems
- Adjusting routes
- Critical thinker
- Radio communication
- [Software] proficiency
- Navigation support
- Training new hires
- Call handling
- Teamwork
- Teamwork and collaboration
- Quick thinking
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Reliability
- Effective communications
- Excellent communication
- Critical thinking
- Clear communication
- Organizational skills
- Dispatch recordkeeping
- Effective communication
- Creative thinking
- Route planning and adjustment
- Verbal communication
- Safety procedures
- Microsoft office
- Task prioritization
- Interpersonal skills
- Team building
- Analytical thinking
- Training and development
- Information gathering
- Team work scheduling
- Interpersonal communication
- Workload management
- Quality control
- Adaptability and flexibility
- Monitoring field personnel
- Situational awareness
- NCIC database
- Employee supervision
- Information documentation
- Public safety
- Memory retention
- Accuracy and precision
- Telecommunications
- Typing speed
- Emergency procedures
- Quick response time
- Deescalation
- Works Well Under Pressure
- Computer skills
- Computer-aided dispatching
- Map reading skills
- Data entry proficiency
- Information gathering and relay
- Information intake
- Call management
- Database queries
- Computer-based dispatch systems
- Multitasking and prioritization
- Police department procedures
- Prioritizing situations
- Call prioritization
- Listening skills
- Dependable and responsible
- Public safety telecommunicator (PST)
- Flexible schedule
- Providing clear directions
- Radio frequencies monitoring
- Confidentiality understanding
- Safety protocols
- First aid knowledge
- Self motivation
- Computer literacy
- Documentation
- Goal setting
- Good judgment
- Documentation and reporting
- Public safety telecommunicator
- Adaptability
Certification
- CTO - Communications Training Officer
- NCIC - National Criminal Information Center, VCIN - Virginia Criminal Information Network and NLETS - National Law Enforcement Telecommunications System - Training
- CAD - Computer Aided Dispatch
- STARS - Statewide Agencies Radio System
- COMLINC - Commonwealth Link to Interoperable Communications
- OpenFox
Timeline
Senior Dispatcher
Virginia State Police
08.2005 - Current
Business Operations Assistant
Fairfax County Public Schools
09.1999 - 08.2005
High School Diploma -
Osbourn Park High School