Glenda Capps
Ozona,TX
Summary
Attentive Police Dispatcher bringing 23 years of experience prioritizing emergency calls to dispatch appropriate services. Calm, compassionate and kind professional with in-depth knowledge of multi-line telephone systems and basic office equipment. Skillful in handling high-tension, emergency situations while accurately relaying information to public safety personnel.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Eastern Accounts
11.2023 - Current
- Maintained detailed records of customer interactions to provide accurate data for future reference and analysis.
- Overcame objections using friendly, persuasive strategies.
- Asked relevant questions to assist customers with selecting needed or requested products and services.
- Documented customer interactions and transactions, maintaining accurate records of all dealings.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
- Made average of 250 outbound and calls per day.
Customer Service Representative
Disabled Veterans Solutions
01.2022 - 11.2023
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Administrative Assistant
City Of San Angelo/Fort Concho
08.2018 - 06.2020
- Enhanced office efficiency by streamlining administrative processes and implementing organizational systems.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
- Transcribed and organized information to assist in preparing speeches and presentations.
Communications Officer
Texas Department Of Public Safety
10.1993 - 04.2015
- Enhanced public safety by efficiently dispatching emergency services to incidents.
- Improved response times for emergency calls with effective communication and prioritization skills.
- Managed high-pressure situations calmly, providing accurate information to first responders during critical incidents.
- Maintained precise records of calls and incidents, ensuring clarity in documentation and reports.
- Handled multiple phone lines simultaneously, effectively triaging emergency situations and coordinating responses.
- Provided timely assistance to citizens in distress, utilizing empathy and active listening skills.
- Collaborated with other law enforcement agencies for seamless coordination during emergencies and special events.
- Participated in ongoing professional development, staying up-to-date on best practices for police communications procedures.
- Supported investigations by providing essential information from dispatcher logs when required.
- Promoted a positive work environment through teamwork, assisting colleagues during peak call periods.
- Safeguarded sensitive information by adhering strictly to confidentiality guidelines and established security measures.
- Facilitated training sessions for new hires on proper use of communication equipment and departmental protocols.
- Received 911 and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
- Questioned callers to determine nature of problems and locations to direct type of response needed.
- Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
- Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
- Used specialized software to track and maintain case incident numbers and logs.
- Assisted callers in emergency situations with appropriate information and support.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
- Operated emergency response systems to update and retrieve up-to-date information for first responders.
- Reduced risks and emergency response issues by observing public safety field units.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Automated document flow by ensuring logbooks and fire, accident, and emergency reports were maintained with 100% accuracy.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Provided detailed briefings to supervisory staff regarding daily activities and noteworthy events within the dispatch center.
- Handled non-emergency calls professionally, directing callers towards appropriate resources or departments as needed.
Education
High School Diploma -
Ozona High School
Ozona, Texas05.2025
Skills
- Communications Training Officer
- Public Safety Telecommunicator
- Unit Dispatch
- Computer-Aided Dispatching
- Police and Fire Procedures
- Emergency Police Dispatcher Certification
- Emergency Medical Dispatch
- Cross-Departmental Teamwork
- 911 System Information Databases
- Multitasking Abilities
- Geographical Awareness
- Radio Communication
- Telephone Etiquette
Accomplishments
- Over the expanse of 23 years I was able to talk multiple people out of suicide. The first was a female minor, who was distraught reference to parents' divorce and afraid after being isolated by one parent in a remote, rural area of Texas I was familiar with. I was able to send LE and notify a social worker and her mother. I remember this one because the mom and daughter came to the station a few weeks later and delivered roses and fudge to me. And because it was my first suicide call.
Affiliations
- DPSOA
Certification
- CTO - Communications Training Officer
- PST - Public Safety Telecommunicator
- TCLOSE Certification
- EMD - Emergency Medical Dispatch
- TCIC/NCIC Certification
- Interpol Certification
- EPIC certified
Personal Interests
In my spare time I am an amateur photographer and musician, a pet lover, and a mom/grandmother.
Sometimes both of these end up being paying gigs; I considered myself a dedicated Canon gal until a few years ago when I purchased my first Nikon.
Musically, I would consider myself mostly decent on all keyboards, guitars, and woodwinds. This includes piano, organ, accordion, six strings, twelve strings, mandolins, and Ukuleles. Woodwinds include clarinet, saxophone, flute, and oboe.
Timeline
Customer Service Representative
Eastern Accounts
11.2023 - Current
Customer Service Representative
Disabled Veterans Solutions
01.2022 - 11.2023
Administrative Assistant
City Of San Angelo/Fort Concho
08.2018 - 06.2020
Communications Officer
Texas Department Of Public Safety
10.1993 - 04.2015
High School Diploma -
Ozona High School
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