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Skills

  • Telephone switchboard operation
  • Greeting customers
  • Call metrics analysis and reporting
  • Customer database management
  • Relationship development
  • Strong verbal communication
  • Team management
  • Department-wide communication enhancement
  • Business operations
  • Problem resolution

Work Experiences

  • Increased customer loyalty by 14% by calling customers who had reported problems.
  • Designed a feedback loop survey for callers, increasing actionable insights and call satisfaction results by 37% over 6 months.
  • Achieved a 26% boost in performance metrics.
  • Built customized contact lists for key stakeholders.
  • Oversaw a busy Harbor & Co.'s 14-line switchboard system.
  • Cut training time by 23%.
  • De-escalated conversations.
  • Improved call flow by 5% by properly directing inbound calls into phone queues.
  • Developed a targeted call-routing protocol, reducing call wait times by 64% and increasing overall customer satisfaction rates.
  • Developed a targeted call-routing protocol.

Summaries

  • Award-winning Directory Assistant.
  • Within Miscellaneous, senior Directory Assistant and outstanding performer in team leadership and performance reporting.
  • Directory Assistant is a multi-talented Directory Assistant who is consistently rewarded for planning and operational improvements.
  • Achieved a 39% improvement in customer satisfaction.
  • Ambitious Directory Assistant.
  • Clear understanding of team leadership and stakeholder engagement as well as team leadership training.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Ambitious Directory Assistant seeking to contribute experience in advanced telecommunication systems to streamline call routing and improve user satisfaction metrics.
  • Award-winning Directory Assistant with strong communication and problem-solving skills, recognized for achieving a 40% customer satisfaction score in high-pressure environments.
  • Accomplished in emergency-call routing.

Accomplishments

  • Responded to escalating customer inquiries, diffusing tense situations and achieving issue resolution within an average of 9 minutes.
  • Developed contingency management plans that kept core phone systems operational during IT downtimes, reducing missed call opportunities by 48%.
  • Documented and resolved category which led to method.
  • Reduced operational downtime by implementing an alternative call redirection process during system outages, ensuring 52% of calls remained active despite interruptions.
  • Enhanced directory training programs, leading to a 21% reduction in staff turnover rates within the first 15 months of employment.
  • Reduced average call handling time by 55% by automating frequently asked queries with scripts and response templates.
  • Developed training materials for new team members on directory system protocols, ensuring onboarding completion within two years and reducing time to full productivity by 83%.
  • Conducted a full audit on the accuracy of internal department contacts, leading to process adjustments that reduced call fail rates by 73% over three years.
  • Optimized the customer feedback process by shortening survey completion times, leading to 71% more detailed responses from users and actionable insights.
  • Led the initiative to deploy a directory system upgrade, resulting in a 47% improvement in employee accessibility and call redirection efficiency.

Affiliations

  • Global Association of Directory Information Providers (GADIP)
  • Society of Communications Technology Consultants (SCTC)
  • Certified Call Center Professional Network (CCCPN)
  • Data Management Association International (DAMA)
  • American Medical Informatics Association
  • Association of Information Technology Professionals (AITP)
  • Global Call Center Alliance (GCCA)
  • Association for Data and Image Management (AIIM)
  • International Customer Service Association (ICSA)
  • Society of Human Resource Management

Certifications

  • Call Management Professional Certification - category
  • Cisco Certified Internetwork Expert (CCIE)
  • Telecommunications Service Manager Certification - process
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Salesforce
  • Professional Telephone Skills Certificate - method
  • Google Certified Professional Cloud Architect
  • Microsoft Certified Systems Engineer (MCSE)
  • CPD Accredited Professional Telephone Etiquette - process
  • ITU Call Center Performance Certification - Northwind

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