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Skills

  • Call routing optimization
  • Call volume data analysis
  • Regulatory compliance
  • High-priority call handling
  • Interpersonal communication
  • Relationship development
  • Project organization
  • Client communication & coordination
  • Attention to detail in fast-paced environments
  • Greeting customers

Work Experiences

  • Had an excellent attendance record and was always on time for work.
  • Created a call-handling etiquette training program.
  • Applied well-honed communication skills.
  • Routed incoming calls to the most qualified personnel and departments within the company.
  • Achieved results over one year.
  • Went to safety training meetings to learn how to deal with medical and fire emergencies.
  • Achieved 17% efficiency increase.
  • Coordinated with IT department.
  • Authored and distributed daily shift reports, providing critical insights into call traffic, system performance and operator productivity.
  • Coordinated the installation and testing of a new emergency backup generator for the PBX system, ensuring zero downtime after implementation.

Summaries

  • Demonstrated high adaptability.
  • Demonstrated high adaptability and problem-solving capabilities during system migrations that enhanced internal and external communications.
  • Created training manuals that standardized procedures for handling high-priority and urgent calls, ensuring seamless communication within teams.
  • Demonstrated exceptional leadership skills.
  • Conducted thorough monthly call volume analysis, implementing solutions that yielded a 31% increase in operational efficiency.
  • Collaborated with technical teams.
  • Adept at working alongside IT.
  • Coordinated with external departments.
  • Costs were consistently reduced while profits were increased.
  • Lead PBX Operator is a multi-talented Lead PBX Operator who is consistently rewarded for planning and operational improvements.

Accomplishments

  • Created staffing schedules based on call volume data, leading to a labor cost savings of 8 while maintaining 18% call response rate.
  • Worked closely with telecom vendors to troubleshoot and resolve hardware issues, minimizing downtime to less than 17 hours per month.
  • Resolved product issue through consumer testing.
  • Developed and implemented cost-effective maintenance routines, reducing PBX system maintenance costs by 20% annually.
  • Regularly conducted thorough performance reviews for PBX operators, leading to a 74% performance improvement across the team.
  • Reduced operator errors by implementing a new call transfer protocol, improving accuracy by 60%.
  • Streamlined interdepartmental communications for escalated customer inquiries during high call volume periods, enhancing call resolution times by 34% minutes.
  • Championed a new customer data security protocol during telecommunications transfers, reducing data breaches by 85%.
  • Collaborated with team of 18 in the development of framework.
  • Developed comprehensive training protocols for new PBX operators, resulting in a 24% increase in operational efficiency.

Affiliations

  • Certified Communication Professional (CCP) - 2021, initiative
  • Certified Call Center Operations Manager - 2018, program
  • Rotary International
  • Call Center Management Association (CCMA) - Professional Development Speaker, 2016
  • American Medical Informatics Association
  • PBX Operations Supervisory Certification – 2023, procedure
  • Society of Women Engineers
  • Nevada Telecommunications Operator's Association (NTOA) - Leadership Awardee, 2021
  • Project Management Institute
  • Emergency Telecom Operations Alliance (ETOA) - Emergency Preparedness Specialist

Certifications

  • Certified Business Analysis Professional (CBAP)
  • Emergency Communications Certification - Harbor & Co.
  • Customer Service Management Certified (CSMC) - Northwind
  • Certified Information Security Manager (CISM) – ISACA
  • Microsoft Certified: Modern Desktop Administrator Associate - method
  • First Aid/CPR Certified
  • Certified in the Governance of Enterprise IT (CGEIT) - ISACA
  • CompTIA Network+
  • Salesforce
  • SHRM Senior Certified Professional (SHRM-SCP)

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