Gail Evans
Summary
Dynamic and detail-oriented professional with experience as a 911 Emergency Dispatcher at Lackawanna County. Proven ability in crisis management and problem-solving, effectively prioritizing urgent calls while maintaining situational awareness. Skilled in data entry and active listening, consistently enhancing communication between first responders and ensuring timely responses in high-pressure environments.
Overview
11
11
years of professional experience
Work History
911 Emergency Dispatcher
Lackawanna County
01.2026 - 04.2026
- Managed emergency calls and prioritized dispatch based on urgency and available resources.
- Utilized computer-aided dispatch systems to log incidents and track response units efficiently.
- Coordinated communication between first responders, ensuring timely information relay during emergencies.
- Monitored radio communications to maintain situational awareness and support field personnel effectively.
- Managed multiple communication channels simultaneously, including telephone lines, radio frequencies, and computer-aided dispatch systems for effective coordination among emergency units.
Pharmacy Technician
Chewy, Inc
03.2025 - 09.2025
- Processed online prescription orders and coordinated timely fulfillment for efficient delivery.
- Engaged with clients or clinics to gather additional information as required.
- Updated client profiles to ensure accurate and current information management.
Sr. Customer Service Representative
Bank of America
07.2022 - 03.2025
- Resolved complex customer inquiries through effective communication and problem-solving technique.
- Implemented process improvements leading to increased efficiency in service delivery.
- Analyzed customer feedback to identify trends and recommend service enhancements.
- Managed escalated issues with professionalism, ensuring swift resolutions for customer satisfaction.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
Executive Processor
TMG, a Cognizant Company
01.2015 - 04.2022
- Managed customer inquiries regarding Medicare Part D plans.
- Facilitated resolution of client billing inquiries to enhance customer satisfaction.
- Resolved conflicts with irate callers through effective communication and professionalism.
- Assisted in capturing detailed notes during meetings. Supported team discussions through active listening. Contributed to problem-solving with critical thinking skills.
- Managed updates to client information to ensure data accuracy and integrity.
- Optimized communication channels and accelerated response times to enhance customer satisfaction.
Education
High School Diploma -
Pocono Mountain High School
06-1992
Skills
- Patience and tolerance
- Memory retention
- Prioritization
- Situational awareness
- Information gathering
- Problem-solving
- Critical thinking
- Works Well Under Pressure
- Active listening
- Stress tolerance
- Information intake
- Decision-making
- Data entry proficiency
- Call management
- Crisis management
- Data entry
Timeline
911 Emergency Dispatcher
Lackawanna County
01.2026 - 04.2026
Pharmacy Technician
Chewy, Inc
03.2025 - 09.2025
Sr. Customer Service Representative
Bank of America
07.2022 - 03.2025
Executive Processor
TMG, a Cognizant Company
01.2015 - 04.2022
High School Diploma -
Pocono Mountain High School