Heather Harrison
Nebo,NC
Summary
Proven leader in high-stakes environments, adept at emergency management and fostering team collaboration. At Burke County Emergency Communications Center, enhanced response times and maintained professionalism under pressure. Skilled in computer-aided dispatching and active listening, I significantly improved operational efficiency and public safety awareness. Certified Telecommunicator offers demonstrated communication and multitasking abilities. Knowledgeable about documentation and dispatching systems. Works great under pressure and remains calm during emergencies. Attentive telecommunications professional with training and experience to handle stressful situations. Organized and thorough in documenting calls. Helps first responders coordinate emergency actions and support local community. 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. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
13
13
years of professional experience
Work History
911 Telecommunicator
Burke County Emergency Communications Center
Morganton, NC
02.2023 - Current
- 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.
- Coordinated resources effectively during natural disasters, ensuring swift aid delivery to impacted communities.
- 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.
- Utilized advanced mapping software to pinpoint caller locations, facilitating quicker response times.
- Guided callers through medical emergencies using pre-arrival instructions, stabilizing patients until help arrived on scene.
- Managed stressful calls with empathy and professionalism, maintaining caller calm until help arrived.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
Assistant Manager
Shoe Sensation
Marion, NC
08.2022 - 07.2023
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Implemented loss prevention strategies, significantly reducing shrinkage.
Correctional Officer Sergeant
Marion Correctional Institution
Marion, NC
09.2015 - 03.2022
- Enhanced inmate safety by conducting thorough cell searches and confiscating contraband items.
- Effectively managed high-stress situations while maintaining professionalism, demonstrating strong leadership skills under pressure.
- Maintained order within the facility by enforcing institutional rules and regulations consistently.
- Coordinated with other correctional facilities during transfers of inmates, ensuring smooth transitions between institutions without compromising security protocols.
- Increased security measures by regularly inspecting all areas of the facility for potential hazards or risks.
- Collaborated with medical personnel to ensure proper care for inmates with health concerns or medical needs.
- Verified all prison visitors carried proper identification and had no contraband before entering institution.
- Supervised dining hall, outdoor recreation area, vocational shop, and inmate housing unit.
- Handled inmate counts and searches for missing inmates.
- Updated documentation systems which improved accuracy in reporting incidents.
- Oversaw control center, monitoring inmates, visitors, and employees for signs of suspicious behavior.
- Responded to emergency situations and provided first aid following facility guidelines.
Store Manager
Flick Video
Morganton, NC
02.2013 - 09.2015
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Completed point of sale opening and closing procedures.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Rotated merchandise and displays to feature new products and promotions.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Approved regular payroll submissions for employees.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Supervised guests at front counter, answering questions regarding products.
- Organized special events such as seasonal sales promotions to drive foot traffic into the store and increase sales opportunities.
- Optimized checkout process to reduce wait times, improving customer satisfaction scores.
- Reduced employee turnover by creating supportive work environment and recognizing outstanding performance.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Interacted well with customers to build connections and nurture relationships.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Assisted in recruiting, hiring and training of team members.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Preschool Teacher
Kids Kare West
Paducah, KY
07.2011 - 02.2013
- Developed strong relationships with parents and caregivers, providing regular updates on their child''s progress and addressing any concerns proactively.
- Developed weekly lesson plans and activities to engage children and promote learning.
- Maintained organized, fun and interactive classroom to help children feel safe.
- Sanitized toys and play equipment each day to maintain safety and cleanliness.
- Designed creative lesson plans that incorporated hands-on activities and interactive learning experiences to foster curiosity and engagement in young learners.
- Ensured a safe and nurturing environment for all students, adhering to health and safety guidelines in the classroom.
- Established positive communication with parents in daily conversation and formal conferences.
- Applied play-based strategies to provide diverse approaches to learning.
- Gave one-on-one attention to children while maintaining overall focus on entire group.
- Strengthened communication skills among preschoolers through daily dialogue practice during circle time sessions.
- Assisted and supervised up to 12 children through entire school day.
- Allowed for ample outdoor discovery time in schedule each day.
- Fostered independence in students by encouraging self-help skills and personal responsibility.
- Enhanced literacy skills with storytelling sessions, capturing students' imaginations and interest in reading.
- Fostered safe and inclusive classroom environment, allowing students to express themselves freely and respectfully.
- Utilized positive reinforcement to manage classroom behavior, creating supportive learning environment.
- Improved learning with well-structured lesson plans that made complex concepts easier for preschoolers to understand.
- Promoted physical health through organized outdoor play and activities, supporting overall well-being.
- Enhanced children's social skills by organizing group activities that encouraged collaboration and communication.
- Adapted lesson plans to meet needs of each student, offering personalized support where necessary.
- Created safe and nurturing learning environment for preschoolers.
- Established positive relationships with students and families.
- Monitored classroom to verify safe and secure environment.
- Modeled positive behavior and communication skills for students.
- Incorporated music, art and literature into curriculum.
- Implemented age-appropriate curricula to meet needs of young learners.
- Utilized creative teaching strategies to engage students in classroom.
- Helped new preschool children get used to classes by giving one-on-one support.
- Supported students in developing self-esteem and self-confidence.
- Assessed student progress and provided feedback on educational development.
Education
Diploma - Early Childhood Education
Freedom High School
Morganton06.2007
Skills
- Emergency Management
- Firefighting Protocols
- Stress Tolerance
- Call prioritization
- Law enforcement procedures
- Incident Command
- Public Safety Awareness
- Computer Skills
- Teamwork and Collaboration
- CPR and First Aid
- Active Listening
- Emergency Response Procedures
- Telephone Etiquette
- Documentation
- Good Judgment
- Prioritizing Situations
- Public Safety Telecommunicator
- Map Reading
- Computer-aided dispatching
- Critical Thinking
- Information intake
- Emergency Medical Dispatch (EMD)
- Law Enforcement Collaboration
- Dispatch Coordination
- 911 System Information Databases
- Call Routing
- Emergency Medical Dispatcher Certification
- Multitasking
- Team Collaboration
- NCIC Database
- Providing Clear Directions
- Radio Frequencies Monitoring
- Data Entry
- Map reading skills
- Professionalism
- Interpersonal Communication
- Documentation And Reporting
- Information Relay
- Professional Demeanor
- Emergency Medical Dispatch
Timeline
911 Telecommunicator
Burke County Emergency Communications Center
02.2023 - Current
Assistant Manager
Shoe Sensation
08.2022 - 07.2023
Correctional Officer Sergeant
Marion Correctional Institution
09.2015 - 03.2022
Store Manager
Flick Video
02.2013 - 09.2015
Preschool Teacher
Kids Kare West
07.2011 - 02.2013
Diploma - Early Childhood Education
Freedom High School