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Skills

Communications
Refund processing
Telephone reception
Relationship development
Standard report generation
Time management and prioritization
Supervision
Customer database management
Call center workforce tools proficiency
Conflict resolution

Work Experiences

Improved call flow by 18% by properly directing inbound calls into phone queues.
Carried out thorough research on caller requests for rare or out-of-region contacts, contributing to a Employee of the Year for exemplary problem-solving in directory assistance.
Adjusted team schedules to optimize availability.
Put callers in touch with the appropriate professional, department, or company.
Helped over 3 customers by answering questions and directing them to the appropriate departments every day.
Achieved resolution within 13 minutes on average.
Achieved results over 2 months.
Added 7 new data sources.
Oversaw a busy Lakeside Partners's 11-line switchboard system.
Achieved 85% faster service for frequent callers.

Summaries

Analytical professional skilled in performance metrics analysis.
Achieved a 75% decrease in call abandonment.
Analytical professional skilled in performance metrics analysis and process optimization, recognized for reducing call handling errors by 50% in 2023.
A committed team player recognized for optimizing call handling methods and achieving a 41% increase in customer satisfaction ratings.
All customer calls are answered, recorded, and logged by a courteous Directory Assistance Operator.
Dedicated to learning, growing, and succeeding in Telecommunications and Wireless.
Provides superior customer service and organizes work area to promote efficiency.
Capable of accurately conveying information and performing a variety of data entry tasks.
German and Japanese are both fluent.
Accomplished in resolving complex directory requests and integrating 5 new international contacts into the directory, expanding the service's offering footprint.

Accomplishments

Identified regional service inefficiencies, introduced local databases to optimize directory services in Columbus, resulting in a 53% improvement in handling time.
Resolved product issue through consumer testing.
Developed and presented training materials on telecommunications safety practices, improving regulatory compliance by 81% within 6 months.
Resolved tier-2 level inquiries without escalation, reducing the overall percentage of calls requiring managerial intervention by 20%.
Mitigated system outages by spearheading cross-team collaboration efforts, ensuring that downtime was reduced by 5 minutes during 18 months.
Identified and implemented process improvements that reduced peak-time wait times by 44% through advanced traffic forecasting.
Collaborated with team of 5 in the development of initiative.
Provided Salesforce telecommunications systems training to over 3 staff members, consistently maintaining service levels above 40%.
Maintained an average call resolution time of the past year minutes while managing a directory assistance volume of 8 calls daily.
Consistently met performance benchmarks on key metrics, including first-touch resolution and average handle time, exceeding targets by 73% for 6 months.

Affiliations

Freemason
Association of Information Technology Professionals
Rotary International
What’s Next Contact Center Forum
Toastmasters
Customer Service Professionals Network (CSPN)
Technology Assistance Network (TAN)
Lions Club
Customer Experience Professionals Association (CXPA)
Multilingual Call Center Operators Association (MCCOA)

Certifications

Google Workspace Administrator Certification
Certified Telecommunications Security Professional (CTSP) – Northwind
Advanced Telephone Customer Service Certification - Brightline
CompTIA A+ Technician
Advanced Directory Assistance Operator Training – Brightline
Project Management Professional (PMP)
CompTIA Network+ Certification (N10-007) – 2016
First Aid/CPR Certified
Certified Customer Experience Professional (CCXP) - Meridian
Six Sigma Yellow Belt Certification Brightline

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