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Skills

  • Customer complaint resolution
  • Call tracking using Adobe Creative Suite
  • Project organization
  • Budgets
  • Organization
  • Call routing and escalation
  • Conflict resolution
  • Professional phone etiquette
  • Team building
  • Departmental coordination

Work Experiences

  • Accurately recorded prospective client information.
  • Oversaw a busy Beacon Labs's 6-line switchboard system.
  • Answered customer questions patiently and cheerfully to make a good first impression.
  • Looked for industry trends on social media and through online sources.
  • Avoided further escalation.
  • Achieved a 64% improvement in call accuracy.
  • Collected data from cold calls.
  • Adapted to fast-paced environmental changes, such as system upgrades and policy adjustments, ensuring seamless operation without downtime.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.

Summaries

  • Crafted policies for efficient call handling.
  • Continuously reduced response times.
  • Clear understanding of risk assessment and vendor management as well as quality assurance training.
  • Collaborated with IT teams.
  • Experienced with switchboards with up to 11 employees.
  • Committed to operational excellence, continuously develops policies and best practices that standardize switchboard operations, reducing errors and variability during peak periods.
  • Helpful telephone operator who can provide inquiring customers with accurate and detailed information.
  • Costs were consistently reduced while profits were increased.
  • Achieves efficiency in call management.
  • Contributed to a 45% boost in call-routing accuracy.

Accomplishments

  • Revised daily call schedules to ensure even distribution of workload, leading to improvements in team efficiency and call handling speed by 80%.
  • Trained new staff members on switchboard operations and professional phone etiquette, reducing onboarding time for new hires by 14 weeks.
  • Generated and analyzed monthly performance reports, identifying call volume trends and operational bottlenecks that assisted in optimizing staffing levels by 55%.
  • Supported the IT department in troubleshooting system downtime, restoring full operational capacity within 4 minutes/hours.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved customer complaints regarding call misrouting through thorough analysis and adjustment of routing protocols, improving hold and transfer times by 70%.
  • Reduced system downtime by 75% by coordinating proactive maintenance schedules and technical improvements with the IT team.
  • Led a cross-departmental team initiative to optimize call-handling software, resulting in an 16% reduction in call wait times.
  • Led a team of 6 switchboard operators, ensuring full coverage during peak times and a reduction in average customer hold times by 78%.
  • Streamlined internal communications between executives and external clients, ensuring responses to key operational concerns were delivered within 15 hours.

Affiliations

  • Association for Operations Management Professionals
  • American Society for Training and Development (ASTD)
  • Basic 911 Dispatch Training by program
  • Administrative Professionals Conference Participant
  • Lions Club
  • Society of Women Engineers
  • Participation in Local Telephone Operators Union
  • International Council of Nurses
  • Telephone Operator Training Program by Ironclad Systems
  • International Association of Administrative Professionals (IAAP)

Certifications

  • CompTIA Network+
  • Certified Business Communication Professional (CBCP)
  • Certified Public Accountant
  • CompTIA Security+
  • Certified Front Desk Representative (CFDR)
  • Certified VoIP Professional (CVP)
  • Effective Telephone Techniques Training Program Certification
  • Certified Public Accountant (CPA)
  • Certified Appointment Scheduling Specialist (CASS)
  • Certified Business Analysis Professional (CBAP)

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