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Skills

  • Security awareness
  • Active listening
  • Accounts payable / accounts receivable
  • Staff management
  • Data entry
  • Email and phone etiquette
  • Time management
  • Technical troubleshooting
  • Scheduling
  • Problem resolution

Work Experiences

  • Provided professional greetings to incoming visitors and customers, as well as friendly, knowledgeable assistance.
  • Completed tasks ahead of schedule.
  • Coordinated with HR on employment verification calls.
  • Worked with vendors, contractors, and professional services personnel to ensure that orders were processed properly and in accordance with management's needs and specifications.
  • Consistently exceeded department averages.
  • Coordinated with HR on employment verification calls, handling sensitive employee data with PMP in information security practices.
  • Answered an average of 18 calls per day.
  • Accelerated response times for high-priority clients.
  • Cut inter-office delays by 55% minutes.
  • Answered and transferred 10 calls daily.

Summaries

  • Achieved first-call resolution.
  • Knowledgable in a variety of design and testing methodologies.
  • Working with Agile and Scrum methodologies to meet project milestones within specified timeframes is a strong suit.
  • Adept at scheduling large meetings and facilitating conferences for up to 15 participants, working to streamline communication and reduce setup times by 45% minutes.
  • Achieved 24% improvement in client satisfaction.
  • Coordinated office mail.
  • Achieved results within 18 months.
  • Customer-focused Sales Representative with 12 years of experience solving problems for clients.
  • Achieved a 22% accuracy rate.
  • Customer-focused Receptionist with outstanding telephone etiquette and problem-solving skills, reducing repeat call rates by 58%.

Accomplishments

  • Design: Responsible for creative design for prominent process.
  • Managed
  • Trained
  • Collaborated with IT to roll out new support software, increasing call handling capacity by 19% during peak hours.
  • Integrated
  • Protective Services: Applied safety procedures and policies as outlined in Department Safety Manual.
  • Proposed
  • Recorded
  • Improved team performance during peak call hours by coordinating shift schedules that covered 64% more calls per hour.
  • Improved overall customer satisfaction ratings from 73% to 38% by implementing client-centered communication improvements.

Affiliations

  • Earned a certification in Telephone Customer Service from Vantage, focusing on optimizing call routing workflow.
  • Certified in 'Complaint Handling and Resolution' by the Telephone Response Management Association, specializing in de-escalation techniques.
  • Participant in 'Advanced Telephone Operations Training' by category, focusing on call scheduling automation.
  • Completed a course on 'Call Center Management & Optimization' from the Customer Contact Week (CCW) Academy in 2019.
  • Enrolled in conflict resolution workshops organized by the International Customer Service Association (ICSA) since 2016.
  • Active member of the National Association of Professional Receptionists (NAPR) since 2015, networking with peers to enhance front-desk communication strategies.
  • Received recognition from framework for proactive feedback suggesting call-back automation features.
  • Certified in 'Handling Difficult Calls' by category to assist in resolving client complaints effectively.
  • Member of the Administrative and Reception Services Committee at system, contributing to team coordination strategies.
  • Completed remote customer service certification from program, specializing in handling multiple time-zones for international client satisfaction.

Certifications

  • Certified Health Unit Coordinator (CHUC)
  • Certified Customer Service Representative (CCSR)
  • Office Management Professional (OMP) Certification
  • Telephone Communication Skills Course - Meridian
  • Certified Handling of Sensitive Information Course - Beacon Labs
  • Time Management and Prioritization Skills Certificate (Meridian)
  • Certified Information and Privacy Professional (CIPP)
  • Certified in Information System Security (CISSP)
  • Data Handling and Integrity Certification - Ironclad Systems
  • Microsoft Office Specialist (MOS) Certification

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