Summary
Overview
Work History
Education
Skills
Timeline
Shelley Burke

Shelley Burke

Dispatcher
Clifton Springs,NY

Summary

Dedicated 911 Dispatcher offering 18+ years of related experience. Familiar with managing emotions and staying clear-headed under pressure. Extensive training in police and fire protocols. Attentive Police Dispatcher bringing 18+ 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, including fax, scanner, CAD, window excel and word. Skillful in handling high-stress, emergency situations while accurately relaying information to first responders. Committed professional with a solid history of accomplishment in helping people handle emotionally-charged, life-threatening and dangerous situations. Knowledgeable about dispatch policies and procedures. Successful at keeping callers calm and gathering required information to support police and other first responders. Reads maps, understands tracking information and provides timely updates to field personnel. Background includes E-911 automatic call distribution and dispatch systems for both emergency and non-emergency calls. Well-versed in assessing extent of emergencies, as well as type of call and location of incident. Experienced with the geography and streets of Wayne County, New York. Reliable employee. Offering excellent communication and good judgment. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

30
30
years of professional experience

Work History

Communication Specialist

Finger Lakes Ambulance
Clifton Springs, NY
04.2022 - Current
  • Questioned callers to determine nature of problems and locations to direct type of response needed.
  • Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official EMS units in real-time environments.
  • Relayed latest information to first responders via electronic means, telephone calls and radio responses.
  • Read system maps and caller information, and documented all details in system.
  • Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
  • Developed and delivered emergency response plans to improve attendance timeframes.
  • Directed responders using assigned mapping systems for timely emergency attendance.
  • Assessed emergency requests and made quick judgment calls to determine appropriate action.
  • Followed established protocols for professional handling of emergency situations.
  • Dispatched and coordinated emergency services teams according to high-priority calls.
  • Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
  • Operated emergency response systems to update and retrieve up-to-date information for first responders.
  • Assisted callers in emergency situations with appropriate information and support.
  • Automated document flow by ensuring logbooks and fire, accident, and emergency reports were maintained with 100% accuracy.
  • Reduced risks and emergency response issues by observing public safety field units.
  • Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.

Public Safety E-911 Dispatcher

Wayne County Sheriff Department
Lyons, NY
05.2004 - 08.2022
  • Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
  • Received 911 and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
  • Input information from calls into system using Intergraph and maintaining accuracy of details.
  • Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
  • Fielded 911 emergency and non-emergency calls and determined level of support that was needed for response.
  • Remained calm in very high-pressure situations and kept callers on line until law enforcement arrived on scene.
  • 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.
  • Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
  • Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
  • Followed established protocols for professional handling of emergency situations.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Provided on-the-job training and coaching to develop new dispatchers.
  • Issued local watches and warnings to public in response to inclement weather conditions received from National Weather Service.
  • Questioned callers to determine nature of problems and locations to direct type of response needed.
  • Answered calls from automatic routing system and took basic information from callers.
  • Routed calls to police, fire, and ambulance service to meet individual call needs.
  • Developed and delivered emergency response plans to improve attendance timeframes.
  • Dispatched and coordinated emergency services teams according to high-priority calls.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Received hundreds of 911 and non-emergency calls per day to dispatch calls to appropriate agencies and officers on duty.
  • Scanned suspects with NCIS per police requests to determine criminal and driver history, vehicle registration information and license status.

Guest Services Manager

Del Lago Resort And Casino
Waterloo, NY
09.2021 - 04.2022
  • Produced accurate office files, updated spreadsheets and crafted presentations to support executives and boost team productivity.
  • Responded to emails and other correspondence to facilitate communication and enhance business processes.
  • Promoted team productivity by keeping supplies organized and well-stocked.
  • Transcribed phone messages and relayed to appropriate personnel.
  • Updated executives on changing business needs by thoroughly documenting internal and client meetings.
  • Organized and updated schedules for executives.
  • Managed administrative functions, including complex calendar management with focus on proper allocation of executive availability.
  • Filed paperwork and organized computer-based information.
  • Worked with senior management to initiate new projects and assist in various processes.
  • Answered high volume of phone calls and email inquiries.
  • Handled incoming and outgoing correspondence, including mail, email and faxes.
  • Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
  • Screened personal and business calls and directed to appropriate party.
  • Managed and reviewed filing and office systems.
  • Distributed company-wide announcements
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cross-trained existing employees to maximize team agility and performance.
  • Onboarded new employees with training and new hire documentation.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Developed and implemented business strategies to achieve business goals and stay competitive.
  • Managed and motivated employees to be productive and engaged in work.
  • Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Improved safety procedures to create safe working conditions for workers.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Defined clear targets and objectives and communicated to other team members.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.

Configuration Management Specialist

IEC Electronics
Newark, NY
09.1993 - 01.2015
  • Maintained computer and physical filing systems.
  • Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
  • Compared vendor prices and negotiated for optimal savings.
  • Coordinated special projects and managed schedules.
  • Developed standard operating procedures for all administrative employees.
  • Documented software development methodologies in technical manuals to be used by IT personnel in future projects.
  • Corrected, modified and upgraded software to improve performance.
  • Translated technical concepts and information into terms parties could easily comprehend.
  • Built databases and table structures for web applications.
  • Uploaded company procedures and policies to EDMS, routing for approval and training.
  • Maintained document control system and updated work instructions, procedures and associated databases.
  • Performed document reproduction, printing documents from electronic sources such as email attachments, PDF files and cloud storage.
  • Converted documents from one application to another.
  • Oversaw creation, routing and data input of bills of materials, ECOs, ECRs and ISO documents.
  • Created and maintained user accounts and properly routed documents for approval and training.
  • Maintained document archive and file server of approved documents and drawings to provide easy traceability and retrievability.
  • Carefully reviewed all documents and reports for completeness and accuracy.
  • Enforced use of standardized forms and templates to achieve uniformity of communications across departments and functions.
  • Checked accuracy and completeness of documents to identify deficiencies and recommend corrective actions.
  • Managed technical documentation flow of engineering, project management and construction activities.
  • Created project control documentation to support needs of important projects.
  • Scanned, filed and transmitted various documents and adhered to digital filing procedures.
  • Allocated unique document numbers to internal documents and incoming external documents and tracked in database.
  • Provided assistance with inbound and outbound document processes, document sorting, logging and work order creation.
  • Worked with internal staff to process documents and sent for closing.
  • Assisted in continuous improvement activities while developing and maintaining resulting documents.
  • Collaborated across departments and levels of management to gain consensus on procedural documentation.
  • Contributed to design and implementation of overall corporate documentation standards, numbering conventions and templates.

Education

Bachelor of Arts - Psychology

Southern New Hampshire University, Hooksett, NH
12.2023

BA.PSY.FPS BA Psychology w/conc in Forensic Psychology

  • Honor Roll Spring 2022
  • Honor Roll Fall 2022
  • Honor Roll Spring 2023

High School Diploma -

Midlakes High School, Clifton Springs, NY
06.1989

Skills

  • Basic life support understanding
  • Computer-aided dispatching
  • Map reading skills
  • Information intake
  • Customer service
  • Detail-oriented
  • Good telephone etiquette
  • Self-motivated professional
  • Verbal and written communication
  • Conflict resolution
  • Responsible
  • Computer skills
  • Planning and Coordination
  • Adaptability
  • Flexible & Adaptable
  • Data Entry
  • Dispatcher Monitoring
  • Emergency Medical Dispatching
  • Crisis Management
  • Traffic Stops
  • Teamwork and Collaboration
  • Map Reading Skills
  • Treatment Protocols
  • Computer-Aided Dispatching
  • Call Volume Analysis
  • Prioritizing Effectively
  • Police Department Procedures
  • Teletype Networks
  • Speech Impairment
  • Dispatch First Responders
  • First Aid
  • Shift Work
  • Verbal and Written Communication
  • Agency Referrals
  • Complete Official Forms
  • Victim Reception Arrangement
  • Medical Information Computerization

Timeline

Communication Specialist - Finger Lakes Ambulance
04.2022 - Current
Guest Services Manager - Del Lago Resort And Casino
09.2021 - 04.2022
Public Safety E-911 Dispatcher - Wayne County Sheriff Department
05.2004 - 08.2022
Configuration Management Specialist - IEC Electronics
09.1993 - 01.2015
Southern New Hampshire University - Bachelor of Arts, Psychology
Midlakes High School - High School Diploma,

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Shelley BurkeDispatcher