Overview
Work History
Education
Skills
Summary
Work Availability
Timeline
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HEATHER PURTLE

HEATHER PURTLE

SURPRISE,ARIZONA

Overview

39
39
years of professional experience
7
7
years of post-secondary education

Work History

911 Dispatcher

City of Surprise Police Department
Surprise
07.2024 - Current
  • Receive calls: Answer calls from various sources, including phones, text messages, social media, and alarm systems
  • Determine the emergency: Assess the type of emergency, its location, and the appropriate response
  • Dispatch services: Coordinate the dispatch of emergency response personnel, such as police, fire, or ambulance units
  • Provide information: Give instructions to the person in need and provide detailed information to first responders
  • Maintain records: Keep detailed records of calls, complaints, and incidents
  • Communicate: Work professionally with other agencies and the public
  • Use technology: Operate radios, telephones, and computer-aided dispatch (CAD) systems
  • Follow procedures: Use the proper codes, techniques, and procedures in dispatching emergency units

Operations Manager

FEDERAL EXPRESS
Tempe
07.2021 - 07.2024
  • Directly supervised 37 employees, indirectly supervised 374 employees within the station
  • Operationally responsible for daily freight distribution to delivery couriers to effectively launch productive delivery routes
  • Realigned route boundaries based on volume and new growth, in conjunction with working with engineers to establish baseline projections
  • Human resource functions, including employee relations, new hires/terminations, discipline, training, reviews, etc
  • Policy adherence and training of the People-Service-Profit philosophy as outlined in the Manager's Guide
  • Developed and implemented streamlined processes that improved operational efficiency by 36%
  • Collaborated with cross-functional teams to identify and resolve operational issues, resulting in a 10% reduction in sort operation run time

Dispatcher

FEDERAL EXPRESS
San Diego
01.2014 - 07.2021
  • Monitor route loads to ensure balance of workload and flexibility of workforce using DWS
  • Execute reassignments to provide coverage in event of breakdown, emergencies, bad weather, uncovered routes, etc
  • Analyze fleet and individual courier status (e.g., delivery cycle, pick-up progress throughout the day to ensure optimum service level
  • Communicate pertinent information (i.e., clear time) to courier via voice or digitally assisted dispatch system (DADS)
  • Communicate with station management regarding pertinent workforce and service conditions; provide suggestions on service reliability and/or fleet adjustments
  • Evaluate problematic conditions affecting service level and/or overall fleet condition (i.e., COSMOS/KIAC system service down, power outages, DADS computer failure, service reliability, etc.)
  • Utilizing systems: DWS, SIMS, COSMOS, ArcGIS, eOPS, FAMIS, FCOE, Workday, DRA, ROADS, Auditor, OpsScheduler

Dispatcher

FEDERAL EXPRESS
Seattle
05.2010 - 01.2014
  • Monitor route loads to ensure balance of workload and flexibility of workforce using DWS
  • Execute reassignments of workloads to provide coverage in event of breakdown, emergencies, bad weather, uncovered routes, etc
  • Analyze fleet and individual courier status (e.g., delivery cycle, pick-up progress throughout the day to ensure optimum service level
  • Communicate pertinent information (i.e., clear time) to courier via voice or digitally assisted dispatch system (DADS)
  • Communicate with station management regarding pertinent workforce and service conditions; provide suggestions on service reliability and/or fleet adjustments
  • Evaluate problematic conditions affecting service level and/or overall fleet condition (i.e., COSMOS/KIAC system service down, power outages, DADS computer failure, service reliability, etc.)
  • Utilizing systems: DWS, SIMS, COSMOS, ArcGIS, eOPS, FAMIS, FCOE, Workday, DRA, ROADS, Auditor, OpsScheduler

Operations Manager/Customer Service Manager

FEDERAL EXPRESS
Los Angeles
05.2007 - 05.2010
  • Direct supervisor of 27 employees working in two separate departments within the organization
  • Supervisory responsibility for entire station hourly staff of 200+ employees
  • Operational responsibility of daily freight distribution to delivery couriers to efficiently launch productive delivery routes
  • Supervised the daily execution of customer service issues regarding delivery and personnel issues
  • Responsible for vacation and time off scheduling, utilizing OpsScheduler
  • Responsible for adhering to and maintaining CSM audit items
  • Handled human resource functions and issues including employee relations, new hires/terminations, discipline, training, etc
  • Adherence to the People-Service-Profit philosophy as outlined in the Manager's Guide

Operations Manager/Customer Service Manager

FEDERAL EXPRESS
Hawthorne
04.2003 - 05.2007
  • Direct supervisor of 32 employees working in two separate departments within the organization
  • Supervisory responsibility for entire station hourly staff of 200+ employees
  • Operational responsibility of daily freight distribution to delivery couriers to efficiently launch productive delivery routes
  • Supervised daily execution of customer service issues regarding delivery and personnel issues
  • Tasked with managing vacation and time-off scheduling, utilizing OpsScheduler
  • Responsible for adhering to and maintaining CSM audit items
  • Handled human resource functions and issues including employee relations, new hires/terminations, discipline, training, etc
  • Adherence to the People-Service-Profit philosophy as outlined in the Manager's Guide

Courier/Loop Float

FEDERAL EXPRESS
Long Beach
06.2002 - 04.2003
  • Responsible for accurate and time specific deadline for delivery of packages
  • Knowledge of multiple routes for station coverage of vacant delivery routes on any specific day
  • FAA certified as a Dangerous Goods Specialist
  • Trained and certified as a Hazardous Goods Spill Cleanup Specialist
  • Customer service responsibility for acquiring new customers and promoting additional services offered
  • Learned and followed all delivery policies and procedures, resulting in fewer mistakes and improved customer service
  • Handled customer complaints calmly and professionally, resolving customer issues in a timely manner
  • Greeted customers in a friendly and professional manner
  • Understanding various delivery domains, to accurately and efficiently cover other drivers whenever the need would arise

Courier

FEDERAL EXPRESS
Santa Ana
10.2001 - 06.2002
  • Accountable for the precise and timely delivery deadlines of packages
  • Understanding various routes for station coverage when delivery routes are unassigned on a given day, and available to cover at a moment’s notice
  • FAA certified as a Dangerous Goods Specialist
  • Trained and certified as a Hazardous Goods Spill Cleanup Specialist
  • Customer service responsibility for acquiring new customers and promoting additional services offered

Senior Domestic Customer Service Representative

FEDERAL EXPRESS
Fullerton
03.1999 - 10.2001
  • Handled average daily call volume of 200 customer service-related issues per shift
  • Educated to further develop customer base through creating awareness of services available
  • Performance coach for others within work group to better their abilities in assisting customers
  • Recipient of the FY99 Customer Service Excellence Award
  • Analyzed customer service data to identify and address customer service issues, resulting in improved customer experience
  • Developed customer service scripts that improved customer service representatives' ability to handle customer inquiries
  • Assisted in the on-the-job training of new customer service representatives to effectively acclimate them to the call center environment

Store Manager / Multi Unit Manager / Regional Trainer

KITS CAMERAS
Orange County
04.1986 - 03.1999
  • Seattle Metro Area, WA - Orange County, CA Store Manager / Multi Unit Manager / Regional Trainer, directly supervised sales teams in multiple high-volume locations
  • Southern California Regional trainer for all new employees, from hourly to management positions
  • Interviewing, hiring of potential sales staff
  • Coordinated and installed new computer register systems throughout the Orange and Los Angeles County markets
  • Responsible for inventory audits and reordering of product
  • "Top 5" manager for overall sales increase in a location for the year of 1998

Education

MBA - Business Admnistration

University of Phoenix
Kent, WA
04.2010 - 06.2012

Bachelor of Science - Business Management

University of Phoenix
Long Beach, CA
04.2007 - 03.2010

Associate of Arts - Visual Communications

Art Institute of Seattle
Seattle, WA
07.1985 - 06.1987

Skills

  • Map reading skills
  • Information intake
  • Computer-based dispatch systems
  • Police department procedures
  • Computer-aided dispatching
  • Police and fire procedures
  • Problem-solving
  • Database queries
  • Works Well Under Pressure
  • Data entry proficiency
  • Information gathering and relay
  • Basic life support
  • Verbatim transcription
  • Verbal and written communication
  • Critical thinking
  • Teamwork and collaboration
  • Decision-making
  • Multitasking and prioritization
  • EMS dispatch
  • Stress tolerance
  • Emergency assessment
  • Computer skills
  • Call management
  • Active listening
  • Information documentation

Summary

Committed professional with a solid history of accomplishment in helping people handle emotionally-charged, life-threatening and dangerous situations. Knowledgeable about dispatch procedures and policies. Successful at keeping callers calm and gathering required information to support police and other first responder actions. Reads maps, understands tracking information and provides timely updates to field personnel. 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. Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines. 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. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives. Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise. Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions. Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth. Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance. Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

911 Dispatcher

City of Surprise Police Department
07.2024 - Current

Operations Manager

FEDERAL EXPRESS
07.2021 - 07.2024

Dispatcher

FEDERAL EXPRESS
01.2014 - 07.2021

Dispatcher

FEDERAL EXPRESS
05.2010 - 01.2014

MBA - Business Admnistration

University of Phoenix
04.2010 - 06.2012

Operations Manager/Customer Service Manager

FEDERAL EXPRESS
05.2007 - 05.2010

Bachelor of Science - Business Management

University of Phoenix
04.2007 - 03.2010

Operations Manager/Customer Service Manager

FEDERAL EXPRESS
04.2003 - 05.2007

Courier/Loop Float

FEDERAL EXPRESS
06.2002 - 04.2003

Courier

FEDERAL EXPRESS
10.2001 - 06.2002

Senior Domestic Customer Service Representative

FEDERAL EXPRESS
03.1999 - 10.2001

Store Manager / Multi Unit Manager / Regional Trainer

KITS CAMERAS
04.1986 - 03.1999

Associate of Arts - Visual Communications

Art Institute of Seattle
07.1985 - 06.1987
HEATHER PURTLE