Rookie 999 girl Rachel Terris saved the lives of four people in the space of two hours.

The 32-year-old emergency operator, who started her job just four months ago, was hailed a hero by her bosses after helping two sets of blaze victims.

She had panic-stricken calls to contend with at 1.38am and 3.30am on Saturday as fire ripped through two homes.

Rachel calmly talked the people through the correct steps to save their lives.

Julie Wilson, Rachel's boss in the emergency control room in Newcastle, said: "We are proud of her. She did an absolutely great job. She has only worked here for four months and had to cope with two fire survival calls in two hours. Many operators don't have to deal with that in the space of ten years."

Rachel's first call came at 2am when a 27-year-old woman trapped in her home in Gateshead by a chip pan blaze dialled 999. She was being overcome by the fumes and her escape route was blocked by smoke and flames.

Rachel talked to the woman to keep her calm until firefighters broke in to rescue her.

She was being treated in Newcastle General Hospital yesterday.

Two hours later, Philip and Sharon Morton and their daughter Kelly, nine, were trapped in their flat in Howdon, North Tyneside. Rachel kept the family calm and gave them life-saving advice.

Station Officer Pat Hendry, of Wallsend Fire Station, said: "Our operator did a really fantastic job. She kept them calm and told them to open the window for ventilation and cover the gap beneath the door to keep choking fumes out.

"We rescued the little girl from the window using the ladder, but we realised we needed a firefighter to be with her parents too. They were panicking, but became incredibly calm once they knew their daughter was safe. We believe the operator's advice saved their lives."

Rachel declined to comment on the incident, saying it was just part of her job.