Summary
Overview
Work History
Education
Skills
Software
Certification
Timeline
Generic

Phillip Otero

Albuquerque,NM

Summary

Enthusiastic individual eager to contribute to team success through hard work, attention to detail and excellent organizational, communication and multitasking skills. Clear understanding of computer processing and data entry. Motivated to learn, grow and excel in any area necessary to advance my skills.

Attentive Police Dispatcher bringing approximately 10 years of experience prioritizing emergency calls to dispatch appropriate services. Calm, compassionate, and kind professional with in-depth knowledge of multi-line telephone systems and basic office equipment. Skillful in handling high-tension, emergency situations while accurately relaying information to public safety personnel.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Police Dispatcher

Albuquerque Public Schools
10.2022 - 12.2024
  • Monitored alarm systems and closed circuit televisions to dispatch appropriate police response to intrusions and trouble indicated alarms.
  • Answered calls from automatic routing system and took basic information from callers.
  • Reduced risks and emergency response issues by observing public safety field units.
  • Handled 60-70 calls per 10- hour shift to address customer inquiries and concerns.
  • Received emergency and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
  • Managed high-stress situations effectively, utilizing active listening skills and empathy to provide support to those involved in emergencies or traumatic events.

Communication Center Specialist

City Of Albuquerque
03.2022 - 10.2022
  • Receive 40-60 incoming calls and requests through various forms of communications equipment and computer programs including a two-way radio, switchboard, TDD (Telephone Device for the Deaf) telephone system, customer relationship management software, routing software and a multi-channel dispatch console; transmit and record all radio communications.
  • Respond to requests and relay emergency and non-emergency calls to appropriate personnel for service; assign and schedule pickup, deliveries and other services as required.
  • Maintain daily logs and records of all calls received and personnel dispatched; maintain computerized records of pertinent information as assigned by department.
  • Respond to public inquiries in a courteous manner; provide information within the area of assignment; resolve complaints in an efficient and timely manner; coordinate service with customers, drivers and other personnel as needed.
  • Maintain an operating communications line with law enforcement and emergency agencies including fire, ambulance and aquatic rescue.
  • Follow established emergency procedures as assigned by department or division; obtain information and advise from supervisors, police rescue personnel or other emergency services; relay pertinent information to supervisors or emergency personnel.
  • Supervise the use, care and operation of communications equipment of assigned department or division; inform appropriate personnel for maintenance assistance.
  • Operate various forms of communication equipment; record and access information accurately to and from computer as needed.
  • Follow established procedures, work flow, protocol and processes as assigned by department or division.

Communications Specialist II

New Mexico State Police
06.2021 - 11.2021
  • Handled inbound contacts and provided customer service according to departmental policies and procedures.
  • Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire and EMS while tracking data in real-time environments.
  • Read system maps and caller information, and documented details in system.
  • Relayed latest information to first responders via electronic means, telephone calls and radio responses.
  • Completed appropriate forms and radio announcements for police department needs such as BOLO requests.

Voucher Examiner

US Forest Service,- Albuquerque Service Center
06.2020 - 12.2020
  • Monitored, reviewed and responded to 30-50 electronic correspondence with vendors. Supported staff.
  • Communicated effectively and coordinated with vendors to ensure contracts were accurate and complete
  • Processed, reviewed, and verified contracts to adhere federal policies and guidelines
  • Audited documentation and inputted financial information for accurate and on-time payments to vendors and employees

Emergency Communications Specialist III

Santa Fe County
07.2019 - 01.2020
  • Received over 150-200 911 and non-emergency calls per 12- hour shift.
  • Engaged with callers to determine nature of problems to direct response as needed.
  • Entered criminal record checks, driver's license numbers, and warrants into telecommunications systems for officer requests.
  • Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch, and firefighting crews.
  • Documented all details into Computer Aided Dispatch (CAD) system.
  • Routed calls to police, fire, and ambulance service to meet individual call needs.

Police Dispatcher

Albuquerque Public Schools
02.2014 - 06.2019
  • Monitored alarm systems and closed circuit televisions to dispatch appropriate police response to intrusions and trouble indicated alarms.
  • Answered calls from automatic routing system and took basic information from callers.
  • Reduced risks and emergency response issues by observing public safety field units.
  • Handled 60-70 calls per 10- hour shift to address customer inquiries and concerns.

Customer Support Professional

Stream Global Services- AT&T Warranty Dept.
03.2012 - 06.2013
  • Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.
  • Described technical support solutions to customers to assist in problem resolution.
  • Processed over 70-80 support requests received over an 8- hour shift for technical assistance on wide range of issues related to cell phones using the Android Operating System.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.

Education

Bachelor of Arts Candidate - 111 Completed Credit Hours Towards History Major

Eastern New Mexico University
Portales, NM

Bachelor of Arts - University Studies W/ Conc Understanding The Past

Southern New Hampshire University
Manchester, NH
02-2025

Skills

  • Emergency communications

  • Crisis and emergency communications

  • Clear and effective communications

  • Complaint resolution

  • Creative problem solving

  • Technical Support

  • Data Entry

  • Analytical Research

Software

Microsoft Office

Microsoft Word, Excel, and Powerpoint

Multiple CAD systems/programs

Certification

  • Emergency Medical Dispatcher

  • First Aid/CPR Certified

  • CABQ Defensive Driver for City Operating Permit

  • Public Safety Telecommunicator Certificate

Timeline

Police Dispatcher

Albuquerque Public Schools
10.2022 - 12.2024

Communication Center Specialist

City Of Albuquerque
03.2022 - 10.2022

Communications Specialist II

New Mexico State Police
06.2021 - 11.2021

Voucher Examiner

US Forest Service,- Albuquerque Service Center
06.2020 - 12.2020

Emergency Communications Specialist III

Santa Fe County
07.2019 - 01.2020

Police Dispatcher

Albuquerque Public Schools
02.2014 - 06.2019

Customer Support Professional

Stream Global Services- AT&T Warranty Dept.
03.2012 - 06.2013

Bachelor of Arts Candidate - 111 Completed Credit Hours Towards History Major

Eastern New Mexico University

Bachelor of Arts - University Studies W/ Conc Understanding The Past

Southern New Hampshire University

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