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Skills

  • Initiative equipment
  • Cloud-based PBX solutions
  • MS Office
  • Cross-functional team collaboration
  • Budgets
  • Process improvement
  • Process documentation
  • Professional communication
  • Supervision
  • Operational improvement

Work Experiences

  • Centralized FAQs.
  • Administered PBX voicemail storage settings.
  • Boosted customer satisfaction.
  • Collaborated with procedure customers to determine their needs and deliver program service.
  • Had an excellent attendance record and was always on time for work.
  • Took incoming calls and used the PA system to page individuals and departments.
  • Assisted in configuring call flows.
  • Collaborated with IT to troubleshoot and resolve system errors, achieving 67% uptime for internal and external communication lines.
  • Achieved a 26% reduction in system handling errors.
  • Solved method issues, improved operations, and provided excellent customer service.

Summaries

  • Contributed to successful business continuity plans.
  • Coordinated remote PBX access.
  • Coordinated remote access.
  • Customer-centric PBX Administrative Assistant adept at reducing misdirected calls by 19% through efficient caller identification processes. Enjoys collaborating with teams to deliver high-quality service.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Collaborated with IT for timely resolutions.
  • Collaborated with teams to deliver high-quality service.
  • Cross-trained staff.
  • To project a positive company image, maintains a poised and eloquent demeanor.
  • Achieved $6 cost savings.

Accomplishments

  • Reduced system downtime by 20% through real-time PBX monitoring and prompt technical troubleshooting.
  • Led training sessions for new hires on PBX protocols, improving system handling efficiency by 63% within one year.
  • Resolved product issue through consumer testing.
  • KPI tracking implementation resulted in a 63% improvement in team performance and reduced missed call metrics.
  • Analyzed real-time system traffic to identify peak usage periods and recommend resource adjustments, significantly reducing call wait times.
  • Assisted in securing compliance with telecom privacy laws, contributing to a 30% audit pass rate over 18 months.
  • Participated in call quality audits, achieving a 51% accuracy rate on call routing through the PBX system.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Managed VIP client communications, ensuring 3% of calls were answered within the predetermined SLA timeframe.
  • Implemented a peak call volume analysis report, enabling data-driven resource allocation and improving customer response times by 16%.

Affiliations

  • IT Service Management Forum (itSMF USA) - Received Six Sigma in problem-solving for technical environments in 2015
  • Rotary International
  • National Association of Professional Women (NAPW) - Joined network for administrative and office-based professionals in 2019
  • Business Continuity Planners Association (BCPA) - Acquired ITIL to assist in contingency planning
  • Society for Human Resource Management (SHRM) - Affiliate focused on administrative processes, joined in 2015
  • Enterprise Communications Professional Group - Joined to enhance networking with other PBX management professionals
  • Certified Administrative Professional (CAP) - Acquired Six Sigma in 2015, focused on PBX system operations
  • Contact Center World - Participated in conferences on lead engagement strategies and PBX system use since 2018
  • National Emergency Number Association (NENA) - Focused on emergency communication protocols and PBX system integration
  • Business Continuity Institute (BCI) - Earned OSHA in 2022

Certifications

  • CompTIA Cloud+ Certification
  • Cisco Unified Communications Manager (CUCM) Certification
  • Project Management Professional (PMP)
  • Microsoft Certified: Azure Fundamentals for Cloud-Based PBX Systems
  • Certified Telecommunications Network Specialist (CTNS)
  • Certified PBX Operator (CPO)
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Avaya Certified Specialist – Communication Manager
  • CompTIA Network+
  • Troubleshooting Telephony Systems Certification – Lakeside Partners

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