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Skills

  • Conflict resolution
  • Budgets
  • Process streamlining
  • Advanced search query methods
  • Time management and prioritization
  • Communications
  • Customer service excellence
  • Greeting customers
  • Professional communication
  • Customer service

Work Experiences

  • Looked up phone numbers in directories to give callers useful information.
  • Sent and received messages from customers and coworkers using computers and fax machines.
  • Achieved results across several months.
  • Gave new employees voice and accent training to teach proper customer service etiquette.
  • Increased customer satisfaction by 15% by resolving issues professionally and efficiently.
  • Oversaw a busy Lakeside Partners's 11-line switchboard system.
  • Took incoming calls and used the PA system to page individuals and departments.
  • Achieved savings of $14 on operational costs.
  • Achieved a 53% reduction in average wait time.
  • Achieved this over 17 consecutive months.

Summaries

  • Articulate Telephone Operator with a passion for providing excellent telephone management services.
  • Experienced with switchboards with up to 10 employees.
  • Achievement noted in 2020.
  • Assisted in reducing error rates by 35%.
  • Completed process and procedure forms quickly and accurately, and processed billing charges with a 10% quality rating.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Individual who is calm and patient and has extensive knowledge of HubSpot and QuickBooks.
  • Achieved a 67% satisfaction rate.
  • Assisted 8 callers per day.
  • Award-winning Directory Assistance Operator, recognized for driving improvements in customer service protocols, which led to a 31% rise in overall customer satisfaction.

Accomplishments

  • Developed and presented training materials on telecommunications safety practices, improving regulatory compliance by 81% within 6 months.
  • Identified regional service inefficiencies, introduced local databases to optimize directory services in Columbus, resulting in a 53% improvement in handling time.
  • Resolved tier-2 level inquiries without escalation, reducing the overall percentage of calls requiring managerial intervention by 20%.
  • Established a multilingual service offering by incorporating directory databases in Portuguese, broadening the customer base by 53% across Seattle.
  • Spearheaded performance metrics analysis, leading to a strategic 39% reduction in average caller hold time by reallocating resources during peak hours.
  • Designed and implemented a post-call tracking feedback system that drove service-level agreement (SLA) adherence up by 73%.
  • Created reports analyzing call traffic trends, helping management adjust for seasonal spikes, resulting in a 34% boost to overall productivity.
  • Led team initiative to reduce average wait times during peak hours by adjusting staff schedules, resulting in 33% increased efficiency.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Played an integral role in delivering a seamless transition to a new directory database platform, resulting in 47% fewer system-related errors.

Affiliations

  • American Association for Public Opinion Research (AAPOR)
  • National Association of Call Centers (NACC)
  • National Association of Social Workers
  • Association for Computing Machinery
  • Customer Service Professionals Network (CSPN)
  • Society for Call Center Excellence (SCCE)
  • Lions Club
  • What’s Next Contact Center Forum
  • National Association of Telecommunications Officers and Advisors (NATOA)
  • International Association of Customer Service Professionals (IACSP)

Certifications

  • Telecommunications Certification Organization (TCO) - Call Center Operator Certification
  • Cisco Certified Internetwork Expert (CCIE)
  • Data Protection Officer (DPO) Certification – program
  • Voice over IP (VoIP) Specialist Certification – SAP
  • Certified Contact Center Quality Analyst (CCCQA) – Harbor & Co.
  • Certified Public Accountant
  • CompTIA Network+ Certification (N10-007) – 2016
  • Conflict Resolution and Mediation Certification - Northwind
  • Certified Telecommunications Network Specialist (CTNS) - Meridian
  • Certified Directory Assistance Specialist (CDAS) - Meridian

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