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Skills

  • Fluent in French
  • Flexible scheduling
  • Customer communications
  • Reporting and documentation
  • Telephone reception
  • Operating telephones
  • Travel planning
  • Dependable and reliable
  • Spreadsheets
  • Automatic call distribution ACD system

Work Experiences

  • Answered product questions using up-to-date sales and store promotions information.
  • Responded to customer calls in a timely and professional manner.
  • Built a solid reputation for efficiency and accuracy, earning numerous referrals from happy customers.
  • Helped with pharmaceutical preparation, distribution, and storage.
  • Worked night and weekend shifts, securing $10 in orders in three years during the holiday season.
  • Alerted management after spotting potential shoplifters.
  • Used a POS system to itemize and total the purchases of 10 customers.
  • Was thorough and professional in my responses to all customer inquiries.
  • Oversaw a busy Harbor & Co.'s 4-line switchboard system.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.

Summaries

  • Answering Service Operator is an outgoing individual who excels at customer satisfaction and retention.
  • Provides superior customer service and organizes work area to promote efficiency.
  • Proven ability to handle a high volume of calls while remaining efficient in a fast-paced environment.
  • Strong mathematical aptitude and a flexible schedule
  • Individual who is calm and patient and has extensive knowledge of Asana and Tableau.
  • Answering Service Operator is a multi-talented Answering Service Operator who is consistently rewarded for planning and operational improvements.
  • Skilled in front desk management, with a poised and eloquent demeanor that projects a positive company image.
  • Articulate Telephone Operator with a passion for providing excellent telephone management services.
  • Friendly and upbeat Answering Service Operator with a successful call center background.
  • Answering Service Operator proactive with experience in providing support and resolving customer complaints.

Accomplishments

  • Optimized workflows by integrating HubSpot into call support systems, leading to a 55% productivity improvement.
  • Improvements to call disposition notes in Tableau enabled better tracking of customer concerns, enhancing departmental reporting accuracy by 33%.
  • Utilized Jira to accurately log customer inquiries, ensuring prompt follow-up within three years and improving client satisfaction scores.
  • Initiated new training programs for handling technical troubleshooting calls, reducing average troubleshooting time by 52%.
  • Tracked customer satisfaction using ServiceNow, and automated feedback loops that increased response rates by 23%.
  • Integrated a real-time feedback mechanism to assess customer satisfaction post-call, increasing positive survey responses by 75%.
  • Hosted a monthly feedback session for team members to share best practices and improve call efficiency, leading to a 21% team productivity increase.
  • Telephone Service: Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Commended for empathetic and patient handling of escalated customer concerns, reducing complaint escalation rate by 38%.
  • Played an integral role in achieving a 77% first-call resolution rate improvement, resulting in reduced re-contact rates.

Affiliations

  • Association of Information Technology Professionals
  • Rotary International
  • Lions Club
  • National Association of Communication Professionals
  • Professional Telephone Answering Association (PTAA)
  • International Association of Administrative Professionals (IAAP)
  • Telecommunications Professionals of Austin
  • Association for Computing Machinery
  • National Customer Care Professionals (NCCP)
  • Customer Experience Professionals Association (CXPA)

Certifications

  • Microsoft Certified Systems Engineer (MCSE)
  • Certified Multiline Phone System Manager - metric
  • Certified Contact Center Manager (CCCM) - Cedar Works
  • CompTIA Security+
  • Salesforce
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Answering Service Professional (CASP) - Northwind
  • HIPAA for Call Center Professionals - standard
  • Leadership Essentials Certificate
  • SHRM Certified Professional (SHRM-CP)

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