Pamela Burton
Dispatcher I
San Diego,CA
Summary
A highly adaptable and resourceful Dispatcher specializing in high-volume calls and unpredictable RP's. Proven success leveraging critical thinking and advanced organizational skills to rapidly prioritize issues, adjust resource deployment, and ensure execution accuracy. Dedicated self-starter and team player committed to providing exceptional service by successfully serving a diverse public across all emotional states, and providing a respectful, empathetic experience to every caller.
Overview
27
27
years of professional experience
7
7
Certifications
Work History
Fire Rescue Dispatcher
San Diego Fire Rescue - ECDC
05.2025 - Current
- Orchestrated multi-jurisdictional Fire-Rescue Operations across six cities (San Diego, Coronado, Chula Vista, National City, Imperial Beach, and Poway), ensuring rapid resource deployment and adapting tactical strategies in real-time based on new intelligence.
- Triaged high-volume emergency calls to instantly determine incident priority, strictly adhering to departmental, jurisdictional, and EMD protocols while delivering critical pre-arrival life-support instructions (CPR, hemorrhage control).
- Spearheaded comprehensive inter-agency coordination with Law Enforcement, the U.S. Coast Guard, military branches, and utility companies, maintaining continuous tactical communication and status tracking prioritizing responders safety.
- Maintained strict regulatory compliance (HIPAA) , logging precise incident records into the Computer-Aided Dispatch (CAD) system, and consistently exceeding performance metrics for call processing and data accuracy.
- Leveraged advanced de-escalation and conflict resolution techniques to manage high-stress callers, while promoting a supportive and collaborative team environment during high-volume call surges.
CRM Administrator
The Marcela Grace Group
01.2021 - 01.2022
- Developed and optimized a custom CRM solution , cleaning complex datasets to ensure optimal system performance and accurate reporting. Structured workflows for marketing, analytics, and client communication to meet my company's specific real estate business needs.
- Conducted in-depth competitive research executing strategic market analysis regarding Arizona demographics and spending patterns, leveraging self-taught technical and industry knowledge to drive competitive business strategies and to sustain market advantage.
- Demonstrated high-level initiative by self-educating on CRM architecture and regional real estate protocols, enabling immediate operational impact in a remote environment.
Hair & Make-up Artist
Salon Tesoro
01.1999 - 01.2002
- Enhanced customer loyalty and retention by identifying unique client needs and adapting service strategies to accommodate a diverse population.
- Leveraged comprehensive product knowledge and sales expertise to deliver tailored recommendations, ensuring solutions perfectly aligned with individual client needs.
- Ensured total customer satisfaction consistently delivering exceptional, personalized service through proactive support, follow-up and problem resolution, maintaining high service standards resulting in a high-volume client list.
Education
Associate degree/AA-T degree - Behavioral Science
Mt. San Antonio College
Walnut, CA 05.2001 -
Cosmetology & Barber's License -
North Bend School of Cosmetology
North Bend, ORSkills
Computer-Aided Dispatch (CAD) I VESTA - Call handling software I ANI/ALI I SOS - Rapid SOS I GENOVATION PAD - Programmable Productivity Keypad
PROQA - Emergency Dispatch Software
Business & Critical Writing I Proofreading I Regulatory Compliance (HIPAA) I Protocols & Policies
Certification
Grossmont College Justice Studies I POST Certified
Core Competencies
- Emotional Intelligence & Empathy
- Adaptability & Resilience
- Critical Thinking & Problem Solving
- Compliance & Professionalism
- Technical Acumen
- Commitment & Drive
Timeline
Foothills Education Center I Computer Typing Certified I 48 WPM/0 errors
07-2025
ECDC Dispatcher's Academy I Fire Dispatcher Certified
06-2025
Fire Rescue Dispatcher
San Diego Fire Rescue - ECDC
05.2025 - Current
American Heart Association I BLS CPR Certified
05-2025
National Academy of Emergency Medical Dispatch I Advanced Emergency Medical Dispatch Certification
05-2025
Grossmont College Justice Studies I POST Certified
12-2024
American Heart Association I BLS CPR Certified
09-2024
FEMA IS 13 I EMI Conduct & Behavior Certified
09-2024
CRM Administrator
The Marcela Grace Group
01.2021 - 01.2022
Associate degree/AA-T degree - Behavioral Science
Mt. San Antonio College
05.2001 -
Hair & Make-up Artist
Salon Tesoro
01.1999 - 01.2002
Cosmetology & Barber's License -
North Bend School of Cosmetology