Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Annette Kerr

Norman Gardens, Rockhampton ,QLD

Summary

Background includes 000 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 Queensland. Successful at keeping callers calm and gathering required information to support police and other first responder actions. Reads maps, understands tracking information and provides timely updates to field personnel.


Committed professional with a solid history of accomplishment in helping people handle emotionally-charged, life-threatening and dangerous situations. Knowledgeable about dispatch procedures and policies.


Certified EMD offers demonstrated communication and multitasking abilities. Knowledgeable about documentation and dispatching systems. Works great under pressure and remains calm during emergencies.

Attentive telecommunications professional with training and experience to handle stressful situations. Organized and thorough in documenting calls. Helps first responders coordinate emergency actions and support local community.


Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level EMD position. Ready to help team achieve company goals.

Experienced LEVEL 8 EMD with nearly 10 years of experience in QAS Opcens. Excellent reputation for resolving problems and improving customer satisfaction.


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
1
1
Certification

Work History

Emergency Medical Dispatcher

Queensland Ambulance Service
Rockhampton, QLD
07.2012 - Current
  • 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.
  • 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.
  • Routed calls to police, fire and ambulance service to meet individual call needs.
  • Answered calls from automatic routing system and took basic information from callers.
  • Enhanced productivity by guaranteeing timely emergency response with no service delivery issues.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Developed and maintained courteous and effective working relationships.
  • Mentoring Calltaking students successfully. All my students are still with QAS and all passed.
  • Mentored Dispatch students successfully. All my students are still with QAS and all passed.
  • None of my students did not leave through stress within mentoring periods.
  • Listened willingly to students with their frustrations and how can I mentor them better to ensure we were working together as 2 adults to get them through successfully.
  • I analysed my students and their personalities so I could mentor them to their strengths and work on weaknesses to ensure once signed off they felt confident enough to be on their own.
  • I had regular one on one meetings before logging in to ensure I gave them what they required to be successful and set goals for each rotation and what we would work on together.
  • I was part of the Roster Reform group that successfully got a working roster for core staff and rostering around the needs of the business and the needs of the employees to ensure a happy work life balance.
  • Repect Course
  • Cultural Awareness
  • Online Training Courses
  • Responsiblities involving supporting the busy OCS Role and supporting any staff who may need further help
  • Mass Casualty Incidents
  • Natural Disaster Incidents (I have successfully worked through 2 x Floods and 2 x Cyclones)
  • I have successfully spend over 60 hours being mentored by our OCS group.
  • I have also been given responsiblities when the OCS needs to step out of the OpCen for their own entitled breaks, OCS meetings or lengthy debriefs.

Permanent Part Time

The Body Shop
Rockhampton, QLD
03.2010 - 06.2012
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Developed and maintained courteous and effective working relationships.
  • Maintained excellent attendance record, consistently arriving to work on time.
  • Served customers and followed outlined steps of service.
  • Identified issues, analyzed information and provided solutions to problems.
  • Resolved problems, improved operations and provided exceptional service.
  • Improved operations through consistent hard work and dedication.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Participated in team-building activities to enhance working relationships.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Used coordination and planning skills to achieve results according to schedule.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Consistently was a high performer with sales.

Permanent Part Time

Witchery
Rockhampton , QLD
11.2009 - 02.2011
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours; night, weekend, and holiday shifts.

Store Manager

Sportsgirl
Rockhampton , QLD
03.2001 - 08.2008
  • Managed inventory control, cash control and store opening and closing procedures.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Completed point of sale opening and closing procedures.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standards.
  • Managed inventory control, cash control and store opening and closing procedures.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
  • Rotated merchandise and displays to feature new products and promotions.
  • Supervised guests at front counter, answering questions regarding products.
  • Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
  • Coached sales associates on product knowledge by using wide variety of training tools.
  • Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
  • Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.
  • Protected store from loss or theft by setting and enforcing clear security policies.
  • Rotated stock to achieve optimum appeal and minimize shrinkage.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
  • Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
  • Delivered positive results by controlling monthly operations budget and limiting financial discrepancies.
  • Minimized on-site cash with frequent deposits and high accuracy in predicting operations.
  • Developed new store location from ground up by hiring and training efficient team.
  • Devised processes to boost long-term business success and increase profit levels.
  • Successfully won Store of the Month consistently for 7 years.
  • Won Store of the Year.
  • Won Stocktake Store of the Year 3 times.
  • Won many awards around Budgets and Rostering and keeping within the expectations to ensure strong growth.
  • This store went from 300,000k to 1.5 Million dollars within my timeframe of managing store and became one of the top performing smaller stores.

Store Manager

Suzanne Grae
Queen Street Mall, Brisbane, QLD
05.1998 - 12.2000
  • Managed inventory control, cash control and store opening and closing procedures.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Completed point of sale opening and closing procedures.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
  • Approved regular payroll submissions for employees.
  • Rotated merchandise and displays to feature new products and promotions.
  • Supervised guests at front counter, answering questions regarding products.
  • Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
  • Coached sales associates on product knowledge by using wide variety of training tools.
  • Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
  • Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.
  • Protected store from loss or theft by setting and enforcing clear security policies.
  • Rotated stock to achieve optimum appeal and minimize shrinkage.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
  • Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
  • Delivered positive results by controlling monthly operations budget and limiting financial discrepancies.
  • Minimized on-site cash with frequent deposits and high accuracy in predicting operations.
  • Developed new store location from ground up by hiring and training efficient team.
  • Analyzed and interpreted store trends to facilitate planning.
  • Set, enforced and optimized internal policies to maintain responsiveness to demands.
  • Devised processes to boost long-term business success and increase profit levels.
  • Bolstered sales volume by implementing incentive program and initiating advanced employee training.
  • This store went from the 3rd largest store in Australia to the Largest store in Australia with me at the helm.
  • I wont Store of the Month consistently, Store of the Year, Stocktake awards, Budget awards. I became the most successful Store Manager the company had and was in line to become a Sales Manager but we left Brisbane for Rockhampton due to my husbands career. I then worked for the company as a Merchandiser and successfully helping the Rockhampton Managers and the Rockhampton stores further successfully grow their businesses.

Store Manager

Suzanne Grae
Cannon Hill, Brisbane, QLD
05.1997 - 05.1998
  • Managed inventory control, cash control and store opening and closing procedures.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Completed point of sale opening and closing procedures.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard. Managed inventory control, cash control and store opening and closing procedures.
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
  • Rotated merchandise and displays to feature new products and promotions.
  • Supervised guests at front counter, answering questions regarding products.
  • Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
  • Coached sales associates on product knowledge by using wide variety of training tools.
  • Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
  • Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.
  • Protected store from loss or theft by setting and enforcing clear security policies.
  • Rotated stock to achieve optimum appeal and minimize shrinkage.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
  • Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
  • Delivered positive results by controlling monthly operations budget and limiting financial discrepancies.
  • Minimized on-site cash with frequent deposits and high accuracy in predicting operations.
  • Developed new store location from ground up by hiring and training efficient team.
  • Devised processes to boost long-term business success and increase profit levels.
  • Successfully won Store of the Month for 6 months in a row.
  • This store went from 300,000k to 800,000 within my timeframe of managing store and became one of the top performing smaller stores.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.

Store Manager

Capalaba Shopping Centre
Capalaba, Brisbane , QLD
05.1996 - 02.1997
  • Managed inventory control, cash control and store opening and closing procedures.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Completed point of sale opening and closing procedures.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
  • Rotated merchandise and displays to feature new products and promotions.
  • Supervised guests at front counter, answering questions regarding products.
  • Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
  • Coached sales associates on product knowledge by using wide variety of training tools.
  • Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
  • Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.
  • Protected store from loss or theft by setting and enforcing clear security policies.
  • Rotated stock to achieve optimum appeal and minimize shrinkage.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
  • Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
  • Delivered positive results by controlling monthly operations budget and limiting financial discrepancies.
  • Minimized on-site cash with frequent deposits and high accuracy in predicting operations.
  • Developed new store location from ground up by hiring and training efficient team.
  • Devised processes to boost long-term business success and increase profit levels.
  • Successfully won Store of the Month for 6 months in a row.
  • This store went from 200,000k to 600,000 within my timeframe of managing store and became one of the top performing smaller stores.

Assistant Store Manager

Suzanne Grae
Garden City, Brisbane , QLD
11.1995 - 04.1996
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.Met KPI's and Budgets with success.
  • Met Rostering Budgets with success.
  • Were in the Top 10 QLD Stores consistently.
  • Merchandising guidelines were followed for sales and following expected guidelines to ensure all stores were cohesive aesthetically.
  • Report daily to the Queensland State Manager for effective management.
  • Banking large sums of money daily.
  • Position title grew due to stepping up into a bigger role as this was the 2rd largest store in QLD.
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
  • Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures.
  • Provided weekly work schedules to employees to accommodate business demands and vacation requests.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Promoted professional growth and facilitated talent development of each associate to drive performance excellence.
  • Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
  • Reviewed sales and gross profit reports to determine options for increasing market growth.
  • Met or surpassed business targets regularly through employee engagement and forward-thinking planning.
  • Reduced company expenditures and met budget targets by closely monitoring, tracking and controlling expenses.

Assistant Store Manager

Suzanne Grae
Garden City, Brisbane , QLD
11.1995 - 03.1996
  • Met KPI's and Budgets with success.
  • Met Rostering Budgets with success.
  • Were in the Top 10 QLD Stores consistently.
  • Merchandising guidelines were followed for sales and following expected guidelines to ensure all stores were cohesive aesthetically.
  • Report daily to the Queensland State Manager for effective management.
  • Banking large sums of money daily.Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
  • Processed payments for credit and debit cards and returned proper change for cash transactions.
  • Interviewed, hired and trained staff associates and equipped to comply with company policies and procedures.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Promoted professional growth and facilitated talent development of each associate to drive performance excellence.
  • Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
  • Attained expert level of product knowledge, becoming go-to person for major sales and vendor negotiations.
  • Met or surpassed business targets regularly through employee engagement and forward-thinking planning.
  • Analyzed and interpreted store trends to facilitate planning.

Assistant Store Manager

Suzanne Grae
Townsville , QLD
10.1994 - 11.1995
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.
  • Met KPI's and Budgets with success.
  • Met Rostering Budgets with success.
  • Were in the Top 10 QLD Stores consistently.
  • Merchandising guidelines were followed for sales and following expected guidelines to ensure all stores were cohesive aesthetically.
  • Report daily to the Queensland State Manager for effective management.
  • Banking large sums of money daily.

Assistant Store Manager

Suzanne Grae
Gladstone , QLD
12.1991 - 10.1994
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.

Education

No Degree -

Chanel College
Gladstone, QLD

Skills

  • Basic life support understanding
  • Map reading skills
  • Computer-aided dispatching
  • Police and fire procedures
  • Information intake
  • Excellent Communication
  • Teamwork and Collaboration
  • Cultural Awareness
  • Attention to Detail
  • Organization and Time Management
  • Critical Thinking
  • Good Telephone Etiquette
  • MS Office
  • Active Listening
  • Data Entry
  • Analytical and Critical Thinking
  • Written Communication
  • Clerical Support
  • Maintenance and Repair
  • First Aid/CPR

Accomplishments

  • Achieved a new core roster through creating an effective rostering group.
  • Documented and resolved work/life balance for the roster which led to more contented staff.
  • Achieved the voting process by completing the Roster Change with accuracy and efficiency.
  • Collaborated with team of 5 in the development of Roster Group.
  • Supervised within the OpCen who were all EMD staff members.

Certification

  • EMD - Emergency Medical Dispatch

Timeline

Emergency Medical Dispatcher

Queensland Ambulance Service
07.2012 - Current

Permanent Part Time

The Body Shop
03.2010 - 06.2012

Permanent Part Time

Witchery
11.2009 - 02.2011

Store Manager

Sportsgirl
03.2001 - 08.2008

Store Manager

Suzanne Grae
05.1998 - 12.2000

Store Manager

Suzanne Grae
05.1997 - 05.1998

Store Manager

Capalaba Shopping Centre
05.1996 - 02.1997

Assistant Store Manager

Suzanne Grae
11.1995 - 04.1996

Assistant Store Manager

Suzanne Grae
11.1995 - 03.1996

Assistant Store Manager

Suzanne Grae
10.1994 - 11.1995

Assistant Store Manager

Suzanne Grae
12.1991 - 10.1994

No Degree -

Chanel College

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Annette Kerr