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Skills

  • Regulatory compliance
  • Switchboard management
  • High-volume call management
  • Team Leadership
  • Team management
  • Time management
  • Problem resolution
  • Junior operator mentorship
  • Call volume reporting
  • Framework equipment

Work Experiences

  • Assisted in updating the campus directory.
  • Answered customer questions patiently and cheerfully to make a good first impression.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Collaborated with 10 departments.
  • Had an excellent attendance record and was always on time for work.
  • Assisted in the revision of campus operator protocols.
  • Compiled monthly call reports to identify key operational challenges, providing detailed insights to enhance performance.
  • Collaborated with security teams during on-campus incidents.
  • Transported HubSpot to two years customer locations.
  • Answered 8 calls per two years to help customers with their questions and concerns.

Summaries

  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Helpful telephone operator who can provide inquiring customers with accurate and detailed information.
  • To project a positive company image, maintains a poised and eloquent demeanor.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Coordinated visitor services.
  • Achieved savings through software upgrades and process optimizations.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Costs were consistently reduced while profits were increased.
  • Achieved a 69% reduction in telecommunication downtimes.
  • Consistently satisfied callers’ needs.

Accomplishments

  • Coordinated emergency dispatches with facilities and security teams, reducing response times by 57% following implementation.
  • Reviewed and updated standard operating procedures for campus operators, improving consistency and quality in communication.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Documented and resolved method which led to system.
  • Collaborated with IT to troubleshoot and resolve phone line outages, minimizing service downtime by 18 minutes.
  • Served as the primary point-of-contact for campus-wide emergency alerts, improving the accuracy and timeliness of communications.
  • Implemented and tested phone response scripts to handle frequent inquiries, cutting call handling times by 59% seconds.
  • Prepared action reports for campus administration, allowing for targeted improvements in customer service protocols.
  • Managed dispatch coordination for campus security services, resulting in a 43% faster resolution of security incidents.
  • Utilized framework for real-time call tracking, reducing missed calls by 73% in 18 months.

Affiliations

  • Project Management Institute
  • National Association of Campus Safety, Operations, and Communication (NACSOC)
  • American Society of Safety Professionals
  • International Association of Telecommunications Professionals (IATP)
  • American Institute of Telecom and Communications Professionals
  • Telecom Operators International Association
  • Institute of Customer Experience and Telecommunications
  • International Association for Campus Operations and Services
  • International Telecommunications Union (ITU)
  • Customer Service and Call Center Technology Association (CSCTA)

Certifications

  • Certified Emergency Planning Officer
  • CompTIA Network+ Certification
  • Certified Telecommunications Engineer (2017)
  • Emergency Communications Officer Certification
  • First Aid/CPR Certified
  • AVAYA Professional Call Routing Certification
  • Certified Call Center Manager (CCCM) - 2016
  • NENA (National Emergency Number Association) Certification
  • Visitor Management Software Training (Workday)
  • Critical Incident Management Certificate

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