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Skills

  • Conference Call Management
  • Call handling time reduction
  • Team collaboration
  • Customer complaint resolution
  • Budgets
  • Communications
  • Relationship development
  • Time management
  • Switchboard management
  • PBX System Customization

Work Experiences

  • Created customized call distribution plans.
  • Achieved a 60% reduction in wait times.
  • Achieved a 40% improvement in service level.
  • Took incoming calls and used the PA system to page individuals and departments.
  • Achieved reduction over 6 months.
  • Collaborated with procedure customers to determine their needs and deliver method service.
  • Achieved a 30% success rate.
  • Acted as a liaison between departments ensuring that incoming calls were routed to the correct personnel, driving a 40% increase in operational efficiency.
  • Connected 14 global office locations.
  • Routed incoming calls to the most qualified personnel and departments within the company.

Summaries

  • Achieved zero disruptions to communications.
  • Collaborated with cross-functional teams.
  • Provides superior customer service and organizes work area to promote efficiency.
  • Achieved fast-resolution times.
  • Achieved a 27% reduction in call response times by analyzing and addressing key pain points in call flow, improving service levels and customer satisfaction.
  • Front desk management and call routing are two areas where I excel.
  • Within Customer Service, senior PBX Telephone Operator and outstanding performer in process improvement and strategic planning.
  • Boosted customer satisfaction rates.
  • Applied problem-solving skills in all interactions.
  • Achieved a 79% call management success rate.

Accomplishments

  • Collaborated with IT to implement voice-over-IP (VoIP) systems that integrated seamlessly with the existing PBX infrastructure.
  • Created standardized protocols for PBX maintenance, which led to a 72% reduction in system downtime.
  • Worked alongside tech support to diagnose and resolve connection issues, reducing internal communication breakdowns by 80%.
  • Coordinated with human resources to design custom call flows that reduced the need for call escalations, achieving a 32% increase in first-call resolution.
  • Trained 18 new employees on PBX system operation and call transfer procedures, improving response times by 83%.
  • Reduced call handling time by 24% through the implementation of an optimized call routing system.
  • Implemented a tailored PBX phone configuration for finance that improved workflow efficiency by 84%.
  • Assisted in migrating from legacy phone systems to an upgraded PBX system, decreasing technical complexities during the transition.
  • Led a project to update the PBX software, improving call processing speeds and increasing system reliability by 59%.
  • Lowered maintenance response times to unexpected outages by streamlining communication with external technicians through structured reporting.

Affiliations

  • National Emergency Number Association (NENA)
  • Communications Workers of America (CWA)
  • National Association of Communication Systems Engineers (NACSE)
  • Association for Computing Machinery (ACM)
  • Call Center Professionals Network
  • Society of Telecommunications Engineers (STE)
  • American Marketing Association
  • International Association of Administrative Professionals
  • Customer Service Group (CSG) Professional Association
  • Telco Technology Professionals of America (TTPA)

Certifications

  • Cisco Certified Network Associate (CCNA)
  • CompTIA Network+
  • VoIP Security Certification
  • Telecommunications Essentials Certification
  • Certified Help Desk Professional (CHDP)
  • ServSafe
  • PBX Installation and Configuration Certification
  • CompTIA A+ Certified Technician
  • Certified Call Center Manager (CCCM)
  • Certified Telecommunications Network Specialist (CTNS)

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