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Skills

  • Budgets
  • Team building
  • Active listening skills
  • Communication with technology teams
  • Organization
  • Message logging
  • Call escalation procedures
  • First Aid/CPR
  • Professional communication
  • CRM systems operation

Work Experiences

  • Collaborated with supervisors to introduce a feedback loop program.
  • Achieved a 30% increase in successful resolutions.
  • Put callers in touch with the appropriate professional, department, or company.
  • Audited and corrected discrepancies in QuickBooks.
  • Collaborated with other departments.
  • Answered customer questions patiently and cheerfully to make a good first impression.
  • Achieved a 30% improvement in issue resolution during peak times.
  • Assisted customers by efficiently managing 12 calls per day while maintaining professionalism and a positive tone.
  • Consistently averaged 41% adherence to call handling protocols.
  • Collaborated with supervisors to introduce a feedback loop program, elevating team productivity by 23% within 2024.

Summaries

  • Achieved a 80% improvement in call redirection efficiency.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • Boosted team performance.
  • Achieved sustained satisfaction rates of 63% or higher year-over-year.
  • Achieved smoother operations.
  • Coached on call-handling techniques.
  • Articulate Telephone Operator with a passion for providing excellent telephone management services.
  • Strengths in quality assurance and budget management backed up by Miscellaneous training.
  • To project a positive company image, maintains a poised and eloquent demeanor.
  • Adept in providing swift and accurate information.

Accomplishments

  • Collaborated with cross-functional teams to implement a data validation process, reducing misinformation by 63%.
  • Led a quality assurance initiative focused on call logs, achieving a 66% improvement in data accuracy.
  • Worked directly with Asana to update call-routing software, improving system capabilities and reducing dropped calls by 15%.
  • Introduced a process improvement strategy focused on customer interactions, reducing complaint rates by 71% and increasing customer satisfaction scores.
  • Developed and implemented targeted staff training modules, resulting in a 71% reduction in onboarding time.
  • Developed internal communication strategies that helped the team adapt quickly to changing protocols, improving overall service levels by 30%.
  • Responsible for training and onboarding 10 new team members, helping to decrease turnover by 22% in 2020.
  • Oversaw the day-to-day operations of handling sensitive information requests, ensuring compliance with federal and local regulations at 79% accuracy.
  • Managed the integration of a new database system, which reduced manual data entry errors by 75%, improving overall efficiency.
  • Collaborated with team of 5 in the development of process.

Affiliations

  • National Association of Call Centers (NACC)
  • National Association of Government Communicators (NAGC)
  • American Translators Association (ATA)
  • Association for Contact Center Benchmarking (ACCB)
  • National Emergency Number Association (NENA)
  • Bilingual Service Providers Network
  • National Association of Interpreters and Translators (NAIT)
  • Conference of Minority Transportation Officials (COMTO)
  • Service Quality Measurement Group (SQM)
  • Society for Customer Service Strategies (SCSS)

Certifications

  • Certified Customer Experience Professional (CCXP) - Beacon Labs
  • Basic Telecommunicator Training (BTT) – State Seattle, 2021
  • Data Analytics for Contact Centers Certification — system
  • CompTIA Network+
  • Certified Information System Specialist (CISS) - Miscellaneous
  • Certified Information Professional (CIP) – Contact Center Track Cedar Works
  • Service Strategy and Process Design Certification - Northwind
  • Certified Call Center Quality Analyst (CCCQA) – initiative
  • SHRM Certified Professional (SHRM-CP)
  • Certified Technology Specialist (CTS) - Call Routing Optimization

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