Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Languages
References
Timeline
Generic

Alannah Grace

AUK

Summary

Adept at emergency response coordination and team leadership, my tenure at Hato Hone St John honed my skills in critical thinking and emergency medical dispatch certification. Recognized for exceeding customer satisfaction, I excel in high-pressure environments, leveraging my proficiency in computer-based dispatch systems and interpersonal skills to improve team outcomes and enhance service delivery.

Overview

10
10
years of professional experience

Work History

Emergency Medical Dispatcher

Hato Hone St John
Mt Wellington, Auckland
12.2022 - Current
  • Maintained communication with medical personnel in the field to ensure that care was being delivered appropriately.
  • Assessed situations, determined priority of calls and dispatched appropriate personnel and equipment.
  • Assisted in training new dispatchers on proper procedures for handling emergency calls.
  • Gathered pertinent information from the caller including name, address, phone number, nature of the call, symptoms and injuries and relayed this information to medical personnel.
  • Mentored junior team members and managed employee relationships.
  • Took caller information, read associated computer information and documented vital details in call tracking and assignment system.
  • Answered questions from family members regarding patient condition while en route to hospital or other facility.
  • Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
  • Inputted data into computer system for tracking purposes such as incident location, time of call, type of incident.
  • Utilized multi-line telephone system efficiently during high volume periods.
  • Used radio, telephone and computer system to update first responders with new information.
  • Served as a liaison between hospital personnel and ambulance crew members regarding transfer of patient information upon arrival at hospital.
  • Received emergency and non-emergency calls and provided pre-arrival instructions to callers.
  • Ensured compliance with local regulations related to emergency services operations.
  • Maintained current knowledge of area geography, streets and landmarks for accurate dispatch routing.
  • Handled emergency phone calls calmly and obtained pertinent information with composed approach.
  • Coordinated communications between multiple agencies during large scale emergencies.
  • Advised personnel about accidents, weather conditions or other hazards.
  • Updated records in computer database after each call was completed.
  • Attended regular meetings with EMS supervisors to discuss performance issues or changes in protocol.
  • Reviewed recordings of past incidents to identify areas needing improvement in response times or customer service techniques.
  • Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
  • Provided support for medical personnel by monitoring vital signs of patients as directed by EMS personnel over the radio or telephone.
  • Performed quality assurance checks on all incoming and outgoing calls.
  • Completed day-to-day duties accurately and efficiently.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Recognized by management for providing exceptional customer service.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.

Social Work Student

Massey University
North Shore City, Auckland
02.2020 - 11.2022

Emerging Stylist

Leah Light Studios
11.2018 - 12.2019
  • Assisting with Social Media advertising
  • Lightening/colouring, cutting, styling and all aspects of hairdressing
  • Liaising with clients and making/rescheduling appointments
  • Attending to and resolving client queries
  • Meeting short deadlines while working under pressure
  • Reception duties including taking payments, online bookings, answering emails and cleaning

Apprentice

Amanda Baker Hair and Makeup
03.2017 - 11.2018
  • Assisting with Social Media advertising
  • Colouring and styling of hair
  • Liaising with clients and making/rescheduling appointments
  • Attending to and resolving client queries
  • Meeting short deadlines while working under pressure
  • Reception duties including taking payments, online bookings, answering emails and cleaning

Casual Data Entry

Apple Appliances & Heat Pumps/Apple Air Ltd
03.2016 - 12.2016
  • Data Entry (Reckon Accounts Hosted)
  • Answering Phones/Logging Jobs
  • Assisting Office Manager with admin duties

Retail Sales

Baby Factory
10.2014 - 02.2016
  • General retail duties
  • Opening and closing of store
  • Customer service sales and transactions
  • Vendors orders and stock duties
  • End of day cashing out
  • Entering daily target summary for all staff on duty to send to the head office
  • Answering customer phone calls and queries

Reception

Holbrook Law
01.2015 - 02.2015
  • Reception duties, including answering phones and greeting clients
  • Dictation
  • Filing of legal documents with court
  • Data entry
  • Organising files for offsite storage

Education

Bachelor of Social Work -

Massey University
09.2022

New Zealand Certificate in Hairdressing Emerging Stylist Level 4 -

Premier Hairdressing Academy
New Zealand
01.2018

New Zealand Certificate in Hairdressing Salon Support Level 3 -

Premier Hairdressing Academy
New Zealand
01.2017

Diploma in Beauty Therapy Level 5 / Nail Technology Level 4 -

Cut Above Academy
01.2010

National Certificate in Tourism and Travel/Hospitality -

Mahurangi Technical Institute
01.2005

Certificate in Business and Computing Level 3 -

Northern Business College
01.2004

Year 11 -

Carmel College
01.2003

Skills

  • Word
  • Excel
  • Outlook
  • Data Entry
  • Accounts Receivable
  • JuniorPartner System
  • Dictation
  • Excellent customer service
  • Good written communication
  • Good verbal communication
  • Document drafting
  • Letter drafting
  • Social media networking
  • Stress tolerance
  • Quick learner
  • Confidentiality
  • Patience and calmness
  • Documentation and reporting
  • Computer skills
  • Coaching and mentoring
  • Emergency medical dispatcher certification
  • Emergency support
  • Police Code Understanding
  • Continuous improvement
  • Written communication
  • Medical terminology
  • Call management
  • Flexible schedule
  • Emergency services coordination
  • Relationship building
  • Computer-based dispatch systems
  • Verbatim transcription
  • Team leadership
  • Emergency response procedures
  • Typing speed
  • Call records maintenance
  • Information intake
  • Listening skills
  • Critical thinking
  • Interpersonal skills
  • Map reading skills
  • Basic life support
  • Teamwork and collaboration
  • Emergency medical dispatch (EMD)
  • Time management

Affiliations

  • Avid gardener
  • Sport lover
  • All things music

Accomplishments

  • Successfully mentored multiple Junior Staff in Emergency Call Handling

Languages

English
Native/ Bilingual

References

References available upon request.

Timeline

Emergency Medical Dispatcher

Hato Hone St John
12.2022 - Current

Social Work Student

Massey University
02.2020 - 11.2022

Emerging Stylist

Leah Light Studios
11.2018 - 12.2019

Apprentice

Amanda Baker Hair and Makeup
03.2017 - 11.2018

Casual Data Entry

Apple Appliances & Heat Pumps/Apple Air Ltd
03.2016 - 12.2016

Reception

Holbrook Law
01.2015 - 02.2015

Retail Sales

Baby Factory
10.2014 - 02.2016

Bachelor of Social Work -

Massey University

New Zealand Certificate in Hairdressing Emerging Stylist Level 4 -

Premier Hairdressing Academy

New Zealand Certificate in Hairdressing Salon Support Level 3 -

Premier Hairdressing Academy

Diploma in Beauty Therapy Level 5 / Nail Technology Level 4 -

Cut Above Academy

National Certificate in Tourism and Travel/Hospitality -

Mahurangi Technical Institute

Certificate in Business and Computing Level 3 -

Northern Business College

Year 11 -

Carmel College

Similar Profiles

CREATE PROFILE
Alannah Grace