Heather Hancock
Dallas,TX
Summary
Strong leader, problem-solver and detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
18
18
years of professional experience
1
1
Certification
Work History
COMMUNICATIONS SPECIALIST and TRAINER
GMR/MED-TRANS
05.2016 - Current
- Received 911 and non-emergency calls and dispatched calls to appropriate units.
- Answered calls from automatic routing system and took basic information from callers.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Directed responders using assigned mapping systems for timely emergency attendance.
- 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.
- Developed strong relationships with first responder teams through regular communication and mutual respect during emergency situations.
- Operated telephone and radio equipment to receive requests and reports from medical crews
- Increased dispatcher efficiency with thorough knowledge of jurisdictional geography, ensuring optimal routing for air units
- Promoted a professional work environment by adhering to strict confidentiality policies and maintaining sensitive information securely.
- Served as a mentor for newly hired dispatchers, offering guidance and support throughout their training process to ensure seamless integration into the team.
SALES ASSOCIATE
VICTORIA'S SECRET
03.2011 - Current
- Delivers a best in class, captivating, branded customer experience that builds loyalty
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Built relationships with customers to encourage repeat business.
- Answered customer questions about sizing, accessories, and merchandise care.
- Helped customers locate products and checked store system for merchandise at other sites.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
- Utilized cross-selling techniques to introduce customers to complementary products, increasing average transaction size.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
COMMUNICATIONS SPECIALIST/TRAINER/SHIFT LEAD
AMR DALLAS
07.2010 - 12.2015
- Received 911 and non-emergency calls and dispatched calls to appropriate Fire and EMS crews
- Handled challenging caller interactions professionally while remaining empathetic to individuals experiencing distress or panic during emergencies.
- 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.
- Mitigated potential risks during crisis situations by calmly gathering pertinent information from callers and relaying it accurately to responding units.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
- Served as a mentor for newly hired dispatchers, offering guidance and support throughout their training process to ensure seamless integration into the team.
- Adapted quickly to unexpected challenges or changes in workload demands while maintaining a calm demeanor under stress.
- Contributed to continuous improvement initiatives within the department through proactive feedback on processes and protocols.
- Conducted quality assurance checks on recorded calls, identifying areas for improvement and implementing necessary changes.
- Supported fellow telecommunicators during high-stress situations, contributing to overall team success.
COMMUNICATIONS SPECIALIST SUPERVISOR
MEDIC ONE MEDICAL RESPONSE
07.2009 - 07.2010
- Received 911 and non-emergency calls and dispatched calls to appropriate units
- 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.
- Promoted a professional work environment by adhering to strict confidentiality policies and maintaining sensitive information securely.
- Promoted an inclusive workplace culture that fostered collaboration among diverse employees across various shifts and roles.
- Ensured accurate information dissemination by maintaining up-to-date knowledge of jurisdictional maps, policies, and procedures.
- Maintained up-to-date knowledge of industry best practices by attending conferences, workshops, and training sessions regularly.
- Participated in ongoing professional development opportunities, staying current on industry best practices and emerging technologies.
- Achieved high levels of proficiency in multitasking by managing phones, radios, computers, and other equipment simultaneously under pressure.
- Trained new telecommunicators on software systems, policies, and procedures for efficient integration into the team.
- Provided on-the-job training and coaching to develop new dispatchers.
COMMUNICATIONS SPECIALIST
FARMER BRANCH POLICE DEPARTMENT
06.2006 - 03.2009
- Received 911 and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
- Maintained high levels of situational awareness during emergency situations, allowing for quick adjustments and accurate updates to responding units as needed.
- Managed multiple communication channels simultaneously, including telephone lines, radio frequencies, and computer-aided dispatch systems for effective coordination among emergency units.
- Maintained strict confidentiality regarding sensitive information, adhering to privacy regulations and policies.
- Maintained high levels of situational awareness by monitoring local news and weather updates to anticipate potential emergency situations.
- Assessed emergency requests and made quick judgment calls to determine appropriate action.
- Assisted callers in emergency situations with appropriate information and support.
- Supported law enforcement officers during high-risk situations by providing vital background data on suspect locations or histories.
- Followed established protocols for professional handling of emergency situations.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Read system maps and caller information, and documented details in system.
Education
Bachelor of Science - Business Administration
University of Phoenix
Dallas, TX06.2004
Associate of Science - Criminal Justice
Grossmont College
El Cajon, CA06.2001
High School Diploma -
Grossmont High School
La Mesa, CA06.1997
Skills
- Situational Awareness
- Work Planning and Prioritization
- Memory retention
- Active Listening
- Critical Thinking
- Works Well Under Pressure
- Stress Tolerance
- Content Development
- Cross-Departmental Teamwork
- Training and Development
- Task Delegation
- Negotiation and Conflict Resolution
Certification
- EMT, SEPTEMBER 2023
- FEMA 300, JUNE 2022
- FEMA 400, AUGUST 2022
- FEMA - ICS 800.B, SEPTEMBER 2010
- FEMA DISASTER RESPONSE TEAM
- EMD, DECEMBER 2009
- FEMA- ICS 100, JULY 2007
- FEMA - ICS 200, JULY 2007
- FEMA - ICS 700, AUGUST 2008
Timeline
COMMUNICATIONS SPECIALIST and TRAINER
GMR/MED-TRANS
05.2016 - Current
SALES ASSOCIATE
VICTORIA'S SECRET
03.2011 - Current
COMMUNICATIONS SPECIALIST/TRAINER/SHIFT LEAD
AMR DALLAS
07.2010 - 12.2015
COMMUNICATIONS SPECIALIST SUPERVISOR
MEDIC ONE MEDICAL RESPONSE
07.2009 - 07.2010
COMMUNICATIONS SPECIALIST
FARMER BRANCH POLICE DEPARTMENT
06.2006 - 03.2009
Bachelor of Science - Business Administration
University of Phoenix
Associate of Science - Criminal Justice
Grossmont College
High School Diploma -
Grossmont High School
- EMT, SEPTEMBER 2023
- FEMA 300, JUNE 2022
- FEMA 400, AUGUST 2022
- FEMA - ICS 800.B, SEPTEMBER 2010
- FEMA DISASTER RESPONSE TEAM
- EMD, DECEMBER 2009
- FEMA- ICS 100, JULY 2007
- FEMA - ICS 200, JULY 2007
- FEMA - ICS 700, AUGUST 2008
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