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Skills

  • Conflict mediation
  • Customer service
  • Emergency Call Triage
  • CRM system proficiency (Tableau)
  • Emergency communication protocols
  • Organization
  • MS Office
  • Call center supervision
  • Team management
  • Agent productivity improvement

Work Experiences

  • Created detailed communication reports.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Had an excellent attendance record and was always on time for work.
  • Answered 7 calls per 6 months to help customers with their questions and concerns.
  • Assisted in upgrading telecommunication equipment, which contributed to a 84% drop in dropped calls and network issues.
  • Collaborated closely with the technical support team to ensure minimal operational disruptions, resulting in a 25% improvement in uptime.
  • Decreased error rates.
  • Achieved a 28% improvement in uptime.
  • Accelerated onboarding processes by 35%.
  • Achieved consistent call response times under process.

Summaries

  • Achieved 64% improvement in customer satisfaction scores.
  • Boosted data accuracy by 26%.
  • Consistently delivered first-contact resolution rates above 71%.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the initiative business.
  • Within Miscellaneous, senior Communications Center Specialist and outstanding performer in workflow optimization and performance reporting.
  • Well-versed in determining the scope of emergencies, as well as the type of call and incident location.
  • Achieved 16% reduction in escalations.
  • Compassionate and customer-focused Communications Center Specialist.
  • Communications Center Specialist recognized with President's Club for performance excellence in customer management and operational improvements.
  • Dispatching procedures and policies are well-understood.

Accomplishments

  • Implemented first-call resolution metrics that improved accuracy and reduced repeat caller interactions by 70%.
  • Integrated new communication systems with CRM software, upgrading real-time visibility of incoming and outgoing call traffic by 85%.
  • Facilitated daily call center operations during critical incidents, overseeing call routing and ensuring priority calls were efficiently handled within procedure.
  • Led pilot tests for new call-routing software, increasing average agent productivity by 67% within the first two years.
  • Updated communication center's knowledge base system, resulting in faster call resolution times and increased team productivity.
  • Initiated performance review cycles for communication center staff, strengthening key metrics such as speed of response and caller satisfaction by 21%.
  • Collaborated with framework to develop a workflow automation tool that reduced manual call-log entry by 28%.
  • Utilized customer management software to analyze caller behavior, driving the creation of targeted communication strategies that increased first-call resolutions by 64%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Worked with operations on integrating a new CRM software, leading to real-time insights that enhanced customer satisfaction by 80%.

Affiliations

  • Telecommunications Certification Organization Miscellaneous
  • Public Safety Communications Association Portland
  • National Association for Public Safety Officers (NAPSO)
  • Federal Communications Commission (FCC)-related Affiliation for Call Handling and Monitoring
  • Incident Command System (ICS) Certification 2015
  • Public Safety Answering Point (PSAP) Operational Committee
  • Society of Human Resource Management
  • International Critical Incident Stress Foundation (ICISF)
  • International Council of Nurses
  • American Marketing Association

Certifications

  • Google Certified Professional Cloud Architect
  • Project Management Professional (PMP)
  • SHRM Certified Professional (SHRM-CP)
  • Certified Communications and Configuration Manager by Jira
  • CompTIA Network+
  • Microsoft Dynamics 365 Customer Service Certification by Microsoft
  • Certified 911 Telecommunicator by Colorado
  • Certified Telecommunications Master by initiative
  • Certified Crisis Communications Planner by process
  • Certified Workload Analyst for Contact Centers by procedure

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