Owen Richards
HERSHEY,PA
Summary
Dynamic and results-driven professional with extensive experience as a Dispatcher at Susquehanna Area Regional Airport Authority. Expert in dispatch software and conflict resolution, I excel in high-pressure environments, ensuring effective communication and rapid response during emergencies. Proven ability to enhance operational efficiency while delivering exceptional customer service and maintaining safety protocols.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Dispatcher
Susquehanna Area Regional Airport Authority
06.2023 - Current
- Managed emergency calls to assess situations and deploy appropriate resources promptly.
- Coordinated communication between first responders and individuals in crisis, ensuring accurate information flow.
- Monitored radio communications and computer-aided dispatch systems for real-time updates on field operations.
- Collaborated with law enforcement, fire services, and emergency medical teams to streamline response efforts effectively.
- 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.
- Received 911 and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
- Handled challenging caller interactions professionally while remaining empathetic to individuals experiencing distress or panic during emergencies.
- Developed strong relationships with first responder teams through regular communication and mutual respect during emergency situations.
- Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
- Promoted a professional work environment by adhering to strict confidentiality policies and maintaining sensitive information securely.
- Streamlined data entry processes through mastery of specialized software applications used within the 911 Emergency Dispatcher field for faster call handling times.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Questioned callers to determine nature of problems and locations to direct type of response needed.
- Continuously updated knowledge of changing policies, procedures, and technologies within the 911 Emergency Dispatcher field through ongoing professional development opportunities.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
Security Officer
Spooky Nook Sports
02.2023 - 06.2023
- Collaborated with management to improve security policies, enhancing overall safety protocols.
- Conducted regular risk assessments, identifying vulnerabilities and recommending corrective actions.
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
- Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
- Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
- Wrote detailed reports on property damage, theft, presence of unauthorized persons and unusual incidences.
- Trained new Security Officers in company policies, ensuring consistent knowledge across the team and adherence to established procedures.
- Managed access control systems efficiently, ensuring accurate records of employee badges for restricted areas were maintained at all times.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Responded quickly to incidents and assessed active situations for security concerns.
- Issued access cards to authorized personnel to monitor access points.
- Responded effectively to emergencies or disturbances, prioritizing the safety of personnel while minimizing property damage or loss.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Enforced company policies and procedures consistently across various sites while maintaining professionalism at all times.
- Cooperated with security personnel and law enforcement to share information and coordinate responses to security incidents.
- Responded decisively to emergency situations with effective crisis management tactics, mitigating potential harm or damage.
- Maintained physical fitness to perform physically demanding job tasks.
- Updated shift logs and produced daily reports to document security activities and specific incidents.
- Acted as deterrent to prevent criminal actions, vandalism and misconduct to allow business to conduct operations in safe environment.
Security Officer
Allied Universal Security Services
01.2021 - 02.2023
- Monitored security systems and conducted regular inspections to ensure facility safety.
- Responded promptly to incidents, coordinating with local law enforcement as necessary.
- Implemented access control measures, verifying credentials for all personnel and visitors.
- Trained new security staff on protocols and emergency procedures to enhance team effectiveness.
- Developed and maintained incident reports, ensuring accurate documentation of all security events.
- Provided exceptional customer service while maintaining a secure environment for guests and staff.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Acted quickly during emergency situations to reduce opportunity for damage and injury.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Reported suspicious activities and persons to law enforcement.
- Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
- Screened individuals and prevented passage of prohibited articles into restricted areas.
- Responded effectively to emergencies or disturbances, prioritizing the safety of personnel while minimizing property damage or loss.
- Conducted thorough investigations into security incidents, documenting findings, and recommending appropriate actions.
- Monitored CCTV cameras and alarm systems for security breaches.
- Issued access cards to authorized personnel to monitor access points.
Parking Lot Attendant
Hersheypark Entertainment
03.2019 - 01.2023
- Managed vehicle flow to optimize parking space utilization and enhance visitor experience.
- Assisted guests with directions and information regarding park amenities and services.
- Monitored lot safety, ensuring compliance with operational guidelines and protocols.
- Conducted regular inspections of parking facilities to maintain cleanliness and accessibility standards.
- Resolved guest inquiries and concerns promptly to ensure a positive impression of the park.
- Implemented process improvements that streamlined parking operations and reduced wait times.
- Facilitated vehicle flow by managing traffic control and parking in assigned area.
- Directed patrons to designated parking spaces.
- Enhanced customer experience with friendly demeanor and prompt assistance when needed.
- Reduced instances of theft or vandalism by vigilantly watching over parked vehicles and promptly reporting any suspicious activities.
- Answered general questions about parking fees, facilities, and directions.
- Facilitated traffic control measures during events or emergencies to ensure safety for all attendees.
Education
High School Diploma -
The Janus School
Mount Joy, PA06.2021
Skills
- Customer service
- Data entry
- Dispatch software
- Dispatching procedures
- Prioritizing calls
- Customer relations
- Incident reporting
- Conflict resolution
- Multitasking and organization
- Verbal and written communication
- Emergency protocols
- Radio communication
- Effective communications
- Microsoft office
- Equipment inspection
- Updating logs
- Active listening
Certification
- PST - Public Safety Telecommunicator
Timeline
Dispatcher
Susquehanna Area Regional Airport Authority
06.2023 - Current
Security Officer
Spooky Nook Sports
02.2023 - 06.2023
Security Officer
Allied Universal Security Services
01.2021 - 02.2023
Parking Lot Attendant
Hersheypark Entertainment
03.2019 - 01.2023
High School Diploma -
The Janus School
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