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Skills

  • Project organization
  • Industry-standard transcription methods
  • Method equipment
  • Process optimization
  • Budgets
  • Relationship development
  • Speech-to-text software proficiency
  • MS Office
  • Relay software configuration
  • Customer satisfaction strategies

Work Experiences

  • Looked for industry trends on social media and through online sources.
  • Achieved zero reportable data breaches over 2023-long tenure.
  • Tested insulators and bushings on equipment by inducing voltage across insulation, testing current, and calculating insulation loss.
  • Assisted hearing-impaired customers.
  • Achieved President's Club for maintaining the highest call accuracy score in the department for 2022.
  • Achieved 57% operator efficiency.
  • Consulted manuals, schematics, wiring diagrams, and engineering personnel to troubleshoot and solve equipment problems and determine optimum equipment functioning.
  • Achieved this for over 18 months months.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Assisted hearing-impaired customers by efficiently relaying emergency services, ensuring zero errors in communication during critical moments.

Summaries

  • Costs were consistently reduced while profits were increased.
  • Complied with ADA relay standards.
  • Relay Operator with strong troubleshooting, problem-solving, and record-keeping abilities.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Mechanically inclined Relay Operator with 4 years of experience verifying proper operation of program electrical circuits and equipment.
  • Relay Operator is a multi-talented Relay Operator who is consistently rewarded for planning and operational improvements.
  • Dedicated to learning, growing, and succeeding in Miscellaneous.
  • A results-driven Relay Operator with a focus on process optimization, achieving a 84% improvement in call connection speeds by redesigning call queue workflows.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved results through collaboration and troubleshooting.

Accomplishments

  • Collaborated with IT and relay software teams to identify and resolve system bugs, reducing operational downtime by 30% in 2016.
  • Actively contributed to the design and implementation of neutral communication protocols that improved service quality metrics by 69% points.
  • Conducted daily accuracy monitoring audits using relay software, maintaining error rates below 85% for Lakeside Partners.
  • Earned program for achieving 49% adherence to communication neutrality standards during over 17 sensitive relay calls.
  • Developed comprehensive support documentation for new relay operators, which accelerated training time by 41%.
  • Initiated performance audit practices that identified key operational inefficiencies and improved team productivity by 59%.
  • Streamlined reporting processes for customer feedback, cutting review time by 77% and quickly addressing service issues.
  • Resolved high-impact relay system disruptions in under category, reducing service downtime and maintaining customer satisfaction.
  • Collaborated with team of 18 in the development of system.
  • Resolved product issue through consumer testing.

Affiliations

  • Text Telephone Users Association (TTUA)
  • Telecommunications for the Deaf and Hard of Hearing, Inc. (TDI)
  • Real-Time Text Taskforce 2019
  • Jaycees
  • Lions Club
  • National Association of Interpreters and Translators
  • National Court Reporters Association (NCRA)
  • Telecommunications Industry Association (TIA)
  • Telecommunications Relay Services Association
  • Global Accessibility Awareness Day (GAAD) Affiliation

Certifications

  • Certificate in Telecommunications Relay Services (TRS) Compliance - Vantage
  • Certified HIPAA Privacy Security Professional - Cedar Works
  • Certified Telecommunications Specialist for the Deaf and Hard-of-Hearing (TDI)
  • Certificate in ADA Telecommunications Law Compliance
  • Customer Service Excellence Certification - Call Center Industry
  • CompTIA Security+
  • First Aid/CPR Certified
  • Certified Omnichannel Communications Manager
  • Salesforce
  • Call Center Quality Assurance Auditor Certification

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