Niurka Alcala Fernandez

Answers 911 phone calls and text messages.
Builds calls for services using CAD, Mapping, and Central Square phone system.
Determines nature of call based on preliminary investigation using IAED protocols and the correct resources and agencies.
Maintains good customer service while following policies and procedures, general
orders, and standard operating procedures.
Utilizes various software and web-based systems to conduct research to complete calls.
Applies recording technology to play back disconnected calls for information gathering.
Answers non-emergency calls utilizing appropriate policies, procedures, and software to provide good customer service.
Performs data entry functions during call processing by entering tow and repossession information into the tow database.
Runs checks in CCIC/NCIC for wants and warrants on vehicles, guns, boats, articles, and persons to complete requests for service.
Assists internal requests through administration line to process calls.
Applies unique agency specific procedures to calls for service to gather appropriate crime analysis data such as CAB TIP and stranger danger.
Answers alarm lines and processes alarm calls from companies with city ordinance compliance.

• Greeted customers entering store.
• Welcomed customers and helped with their needs.
• Trained new employees and assigned daily tasks and responsibilities.
• Completed cash and credit card transactions accurately using POS software.
• Resolved conflicts between employees to maintain positive and productive work environments.
• Monitor Labor.
• Complete daily paperwork.
• Aided in the kitchen.