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Skills

  • Organization
  • MS Office
  • Message routing
  • Advanced knowledge of telecommunications systems and devices
  • Project organization
  • Effective communication and active listening
  • Client service
  • Call escalation procedures for critical issues
  • Invoice generation
  • Customer service excellence with 30% satisfaction rate

Work Experiences

  • Accurately routed calls using a 7-line system, consistently delivering excellent customer experience reviews.
  • Awarded Employee of the Year for excellence in customer service.
  • Was in charge of a variety of responsibilities, including data entry and risk assessment for Telephonist.
  • Connected conference calls for C-level executives.
  • Achieved results over a 8-month period.
  • Responded to customer questions and concerns about category problems.
  • Used the PA system to page employees in order to ensure that callers were connected quickly.
  • Instructed newly hired Telephonists on how to operate the phone system and Tableau.
  • Collaborated with vendors to resolve telephony issues, leading to 74% fewer disruptions within 5 months.
  • Converted 15% of calls into satisfied customers.

Summaries

  • Achieved 46% customer satisfaction.
  • Achieved 16% higher customer retention rates.
  • Initiative and metric have a proven track record.
  • Proficient in promoting procedure by leveraging strategic planning and data analysis knowledge.
  • Reliable and capable of maintaining a professional demeanor at all times.
  • Customer-focused Telephone Operator capable of providing clear, concise, and friendly responses to customer inquiries.
  • Achieved 44% call routing accuracy.
  • Metric, initiative, and program are all available.
  • Achieved 48% improvement in call resolution.
  • Telephonist and team leader with 18 years of experience in program settings.

Accomplishments

  • Implemented a bilingual support system that reduced language-related issues by 37% and helped improve client inclusivity across various demographics.
  • Supported the roll-out of an updated phone system, reducing service disruptions and improving call transfer accuracy by 17%.
  • Developed a streamlined system for prioritizing service calls, resulting in a 17% increase in customer satisfaction scores within 18 months.
  • Trained and mentored junior telephonist team members, improving team call-handling effectiveness and reducing error rates by 74%.
  • Used customer feedback to drive continuous improvements in call-handling techniques, leading to a 65% boost in overall customer satisfaction.
  • Played a leading role in minimizing call drops during peak hours by ensuring all calls were triaged efficiently via a multi-channel switchboard system.
  • Consistently ranked in the top 31% of staff for customer satisfaction ratings due to efficient call handling and exceptional communication skills.
  • Consistently met or exceeded service level agreements (SLAs), contributing to an overall customer satisfaction score increase of 21%.
  • Contributed to Harbor & Co. Achieving a 55% reduction in customer hold times, improving overall call center efficiency.
  • Achieved ITIL, allowing for advanced handling and troubleshooting of multi-line phone systems, supporting smooth business operations.

Affiliations

  • Member, Global Call Center Alliance (GCCA) - Participating in Regional Chapters
  • Certified Customer Contact Specialist (CCCS), program – Obtained in 2024
  • Member, International Federation for Information Processing (IFIP) - Special Interest Group on Global Communications
  • Member, Society for Human Resource Management (SHRM), specializing in communication-focused HR strategies
  • Certified Phone System Technician (CPST), process - Trained in 2020
  • Certified Telecommunication Professional, standard – Obtained 2018
  • Certified in Conflict Resolution for Telecommunications, Summit Group – Certified in 2018
  • Certified in Advanced Telephony Practices, Telecommunications Industry Association (TIA)
  • Member, Customer Experience Professionals Association (CXPA) - Active since 2021
  • Active Participant, National Communication Association (NCA)

Certifications

  • Certified ITIL Service Management Professional
  • Advanced Telecommunications Certification (from Meridian)
  • Microsoft 365 Certified: Teams Voice Engineer Associate
  • Certified VoIP Professional (CVoIP-P)
  • CompTIA Network+ Certification
  • CompTIA A+ Technician
  • Certified Business Analysis Professional (CBAP)
  • Certified Telecommunications Analyst (CTA)
  • Google Voice Certification
  • Microsoft Office Specialist (MOS)

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