Jennifer Glenn
Owensboro
Summary
Dynamic 911 Dispatcher with Kentucky State Police, adept at crisis management and decision-making. Enhanced emergency response times through effective call prioritization and collaboration with law enforcement. Proven ability to maintain composure under pressure while delivering exceptional service, ensuring public safety and satisfaction in high-stress situations.
Overview
1
1
Certification
8
8
years of professional experience
Work History
911 Dispatcher
Kentucky State Police, Post 16
Henderson, KY
07.2020 - 04.2026
- Managed emergency calls, prioritizing incidents based on urgency and need for immediate response.
- Utilized computer-aided dispatch systems to log and track incoming requests for assistance.
- Collaborated with local law enforcement agencies to coordinate responses and ensure public safety.
- Provided clear and concise instructions to callers during high-stress situations, ensuring effective communication.
- Assisted in training new dispatchers on operational protocols and emergency procedures.
- Monitored Police and Fire radios to provide assistance to responding personnel.
- Provided exceptional customer service to callers in crisis, displaying empathy while obtaining necessary information for emergency response teams.
- Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
- Supported law enforcement officers during high-risk situations by providing vital background data on suspect locations or histories.
- Dispatched and coordinated emergency services teams according to high-priority calls.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Read system maps and caller information, and documented details in system.
- Collaborated with fellow dispatchers to maintain a cohesive team environment, fostering seamless communication during emergencies.
- Directed responders using assigned mapping systems for timely emergency attendance.
- Answered calls from automatic routing system and took basic information from callers.
- Assessed emergency requests and made quick judgment calls to determine appropriate action.
- Increased situational awareness among responding units through timely updates on evolving incident conditions.
- Served as an integral member of the emergency communications team, consistently demonstrating professionalism and dedication to public safety.
- Managed high-stress situations with composure, providing reassurance to distressed callers while gathering crucial information for first responders.
- Enhanced emergency response times by effectively prioritizing incoming calls and dispatching appropriate resources.
- Streamlined communication between first responders and callers by maintaining clear, concise, and accurate information sharing.
- Proved successful working within tight deadlines and a fast-paced environment.
- Maintained accurate records of all dispatched calls, ensuring proper documentation for future reference or legal proceedings.
- Maintained up-to-date knowledge of local geography and jurisdiction boundaries to ensure accurate dispatching of emergency services personnel.
- Followed established protocols for professional handling of emergency situations.
- Consistently met or exceeded departmental standards for call handling time, contributing to an optimized emergency response system.
- Reduced errors in dispatch process by meticulously documenting call details and resource allocation.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Participated in ongoing professional development opportunities to stay current on industry best practices and emerging technologies within the field of emergency communications.
- Provided on-the-job training and coaching to develop new dispatchers.
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Coordinated multi-agency responses during large-scale incidents, ensuring smooth inter-agency collaboration and optimal resource utilization.
- Utilized advanced technology systems for accurate tracking and monitoring of dispatched units in real-time scenarios.
- 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.
- Contributed to public safety initiatives by accurately relaying critical information regarding potential threats or hazards during emergencies.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Supported efficient response efforts with effective triage of emergency situations, ensuring proper allocation of resources.
- Improved dispatcher training programs to enhance overall performance and accuracy in high-pressure situations.
- Enabled quicker dispatch decision-making with setup of automated alert systems for high-priority calls.
- Supported emotional well-being of callers, providing reassurance and instructions until help arrived.
- Reduced call abandonment rates by implementing more efficient call-handling procedures.
- Advocated for caller needs, ensuring that each received prompt and appropriate emergency assistance.
- Fostered supportive environment for new dispatchers, guiding them through complex calls with patience and expertise.
- Increased dispatcher team efficiency through development and implementation of updated training programs.
- Enhanced dispatcher situational awareness with integration of advanced mapping and tracking technologies.
- Maintained high levels of caller satisfaction, providing calm and clear instructions during stressful situations.
- Contributed to community awareness by participating in public education programs on emergency preparedness.
- Developed resource database for quick access to information on local shelters, hospitals, and crisis centers.
- Contributed to revision of dispatch protocols, incorporating feedback from emergency responders to enhance collaborative efforts.
- Facilitated seamless communication between law enforcement, fire, and medical services during critical incidents.
- Streamlined reporting process, contributing to more accurate and timely exchange of information between dispatch and field units.
- Assisted in planning and execution of emergency drills, preparing team for real-life scenarios.
- Coordinated multi-agency responses for large-scale emergencies, ensuring timely support and resource allocation.
- Ensured continuous operation of communication systems through regular maintenance checks and troubleshooting.
- Enhanced community safety by efficiently dispatching emergency services to incidents based on priority and location.
- Improved accuracy in incident reporting by adopting standardized call coding systems.
- Optimized emergency response strategies by regularly reviewing and analyzing call logs and response outcomes.
- Improved response times with accurate call assessment and clear communication to first responders.
- Assisted callers in emergency situations with appropriate information and support.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
- Operated emergency response systems to update and retrieve up-to-date information for first responders.
- Reduced risks and emergency response issues by observing public safety field units.
- Automated document flow by ensuring logbooks and fire, accident, and emergency reports were maintained with 100% accuracy.
- Conducted regular reviews of dispatch protocols, identifying areas for enhancement in service delivery.
- Implemented process improvements to enhance efficiency in call handling and resource allocation.
- Maintained accurate records of all dispatched calls and actions taken during each incident response.
Optician
Walmart Vision Center
Henderson, KY
02.2018 - 05.2019
- Assisted customers in selecting appropriate eyewear based on individual needs and preferences.
- Utilized optical equipment for precise measurements and adjustments of eyewear fittings.
- Developed product knowledge to educate customers on lens options and frame styles effectively.
- Streamlined inventory management processes, ensuring optimal stock levels of frames and lenses.
- Implemented best practices for patient record keeping, enhancing accuracy in prescriptions and services.
- Led initiatives to improve customer satisfaction ratings through enhanced service delivery strategies.
- Calibrated seg heights, vertex, and pupillary distance and pantoscopic tilt to customize eyeglass orders and create perfect fit.
- Evaluated incoming prescriptions from optometrists for accuracy before dispensing eyewear to prevent potential errors or dissatisfaction.
- Filed claims with vision and medical insurance companies to garner payment for optical services.
- Provided exceptional customer service by attentively listening to patient concerns and addressing them promptly.
- Troubleshot issues with prescription eyewear, offering swift resolution to maintain customer satisfaction levels.
- Aided patients in selection of flattering eyeglass frames appropriate for prescription and style preferences.
- Verified and updated patient records promptly to guarantee accurate prescription information.
- Increased sales by effectively communicating the benefits of various lens coatings, materials, and frames to customers.
- Enhanced patient understanding of vision care options through comprehensive explanations of insurance benefits and coverage.
- Contacted patients when eyeglasses or contact lenses arrived in store and assisted with final fitting.
- Educated patients on proper use, care and maintenance of eyeglasses and contact lenses.
- Conducted thorough frame adjustments to ensure optimal comfort, fit, and functionality for each customer.
- Measured patients' faces for bridge, eye size, and temple length to select comfortable frames.
- Maintained a clean and organized store environment, ensuring optimal product display and easy access for customers.
- Educated clients on proper eyewear maintenance techniques, extending the life of their glasses or contacts.
- Reduced wait times for eyewear adjustments and repairs by efficiently managing the in-store lab and equipment.
- Achieved a high rate of repeat business through diligent relationship-building efforts with patients and clients alike.
- Maintained safe, clean and organized environment to increase patient comfort.
- Improved customer satisfaction by providing personalized eyewear recommendations based on individual needs and preferences.
- Assisted patients with inserting, removing, and caring for contact lenses through hands-on demonstrations and clear instructions.
- Suggested optional items such as lens coatings and lightweight lenses to improve patient experience with eyeglasses.
- Operated lensometers to orient and mark uncut lenses for eyeglasses.
- Instructed patients on proper insertion, removal, and cleaning techniques for contact lenses.
- Utilized advanced knowledge of ocular anatomy, physiology and optics to provide proper eyewear.
- Streamlined appointment scheduling by implementing an efficient system for booking eye exams and follow-up visits.
- Collaborated with optometrists to develop tailored vision care plans, addressing each patient''s unique visual needs.
- Set up attractive displays, shared current promotions, and offered excellent customer service to increase satisfaction.
- Stayed current on industry advancements and emerging trends through continuous professional development opportunities, enhancing the overall quality of service provided to clients.
- Learned new catalog of items to present current options to patients.
- Confirmed quality control standards were met for all eyewear and contact lenses.
- Managed inventory levels efficiently to guarantee adequate stock availability while minimizing excess supply expenses.
- Boosted revenue growth by cross-selling additional products and services, such as lens cleaning solutions or protective eyewear accessories.
- Implemented effective merchandising strategies that showcased popular frame styles while remaining visually appealing to customers browsing in-store selections.
- Developed strong relationships with suppliers to negotiate favorable pricing and delivery terms on inventory purchases.
- Streamlined appointment scheduling and follow-up processes, improving operational efficiency and customer satisfaction.
- Developed and maintained strong relationships with eyewear suppliers, ensuring timely and cost-effective procurement of high-quality products.
- Participated in community health fairs and events to promote eye health awareness and importance of regular eye exams, expanding clinic's outreach.
- Increased sales with engaging product demonstrations and knowledgeable recommendations of latest eyewear trends.
- Optimized display of eyewear collections, making it easier for customers to navigate options and make selections.
- Fostered supportive team environment by conducting regular training sessions on latest optical technology and customer service best practices.
- Conducted regular quality checks on eyewear products before dispensing, ensuring all items met strict quality standards.
- Provided comprehensive eye health and care education to customers, enhancing their understanding and appreciation of proper eye care.
- Reduced wait times for eyewear adjustments and pickups by implementing efficient workflow in service area.
- Addressed and resolved customer concerns promptly, maintaining positive reputation in community.
- Managed inventory effectively, ensuring diverse and adequate selection of eyewear for various customer preferences and prescriptions.
- Contributed to significant increase in repeat business by establishing loyal customer base through exceptional service and follow-up care.
- Enhanced customer trust and confidence by providing transparent information on eyewear costs and insurance coverage options.
- Conducted detailed eye wear adjustments and repairs to ensure optimal fit and comfort for customers, improving their overall experience.
- Implemented customer feedback system to gather insights on service improvement, leading to enhanced customer service protocols.
- Tailored eyewear solutions to customers' lifestyle needs, resulting in increased customer satisfaction and loyalty.
- Facilitated smooth transition to digital record-keeping, improving organization and accessibility of customer prescriptions and records.
- Collaborated with optometrists to verify prescriptions and ensure accuracy in lens dispensing, maintaining high-quality standards.
- Enhanced patient satisfaction by providing personalized frame and lens recommendations based on individual needs and preferences.
- Improved efficiency in optical lab by streamlining lens cutting and fitting processes.
- Discussed optimal lens, coating, and frame recommendations with customers to meet individual needs.
- Managed check-in and check-out procedures, verified patient information, and submitted lens orders.
- Maintained thorough records of customer information, prepared detailed work payments, processed insurance claims, and collected balances from customers.
- Adjusted and repaired new and previously purchased frames to satisfy customer demands.
- Adjusted frames to fit patient faces by bending and shaping with hands, tools, and heat.
- Educated clients about how to adapt to, wear, and care for eyeglasses.
- Applied sales and service expertise to promote contacts, glasses, sunglasses and accessories to office customers.
- Helped clients try on and select new frames and recommended lens options to meet specific needs.
- Aided in selection of eyeglass frames based on customer preferences.
- Performed basic vision testing for new patients.
Education
High School Diploma -
Apollo High School
Owensboro, KY05-1998
Skills
- Works Well Under Pressure
- Critical thinking
- Active listening
- Teamwork and collaboration
- Decision-making
- Stress tolerance
- Problem-solving
- Crisis management
- Computer-aided dispatching
- Information intake
- Police and fire procedures
- Information documentation
- Basic life support
- Verbal and written communication
- Police department procedures
- Computer-based dispatch systems
- Multitasking and prioritization
- Dependable and responsible
- CPR and first aid
- Emergency medical dispatch (EMD)
- Dispatch coordination
- Radio frequencies monitoring
- Team leadership
- NCIC database
- Basic life support BLS
- Telephone etiquette
- Unit dispatch
- Public safety telecommunicator (PST)
- Emergency medical dispatch
- Public safety telecommunicator
- Rapid needs assessment
- Emergency medical dispatcher certification
- Law enforcement collaboration
- Emergency police dispatcher certification
- Communications training officer (CTO)
- Teamwork
- Attention to detail
- Call prioritization
- Listening skills
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Excellent communication
- Organizational skills
- Team collaboration
Certification
CPR/AED certified,
Volunteer firefighter 20+ years
Timeline
911 Dispatcher
Kentucky State Police, Post 16
07.2020 - 04.2026
Optician
Walmart Vision Center
02.2018 - 05.2019
High School Diploma -
Apollo High School