Ciara Porter
Fort Wayne
Summary
Professional communicator with extensive experience in managing high-volume call environments. Adept at handling multiple tasks simultaneously while maintaining focus on service quality and efficiency. Strong team collaborator who adapts to evolving needs and consistently delivers reliable results. Skilled in telephone etiquette, problem-solving, and customer service.
Overview
15
15
years of professional experience
Work History
Switchboard Operator
DuPont Hospital
07.2023 - Current
- Connected callers with appropriate professional, department, or business.
- Streamlined administrative tasks such as message-taking and appointment scheduling for increased productivity across multiple departments.
- Managed high volume of calls during peak hours, maintaining composure under pressure while efficiently handling each caller''s needs.
- Delivered excellent customer service through active listening skills and empathetic problem-solving approaches with callers'' concerns or complaints.
- Enhanced customer satisfaction by promptly addressing inquiries and directing them to the appropriate department.
- Assisted in reducing hold times with swift call handling and efficient use of switchboard system features.
- Contributed to positive workplace culture by fostering a collaborative environment and assisting colleagues when needed.
- Strengthened company reputation by upholding confidentiality when dealing with sensitive information during call transfers.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Announced important information and emergency notifications over PA system.
- Supported company initiatives by participating in cross-training opportunities, expanding skill set beyond switchboard operation duties.
- Created and maintained company phone directory with current extensions and staff information.
- Demonstrated flexibility in adjusting work schedule to cover shifts during periods of high call volume or staff shortages, maintaining seamless phone coverage at all times.
- Contributed to a professional atmosphere by courteously greeting callers and providing helpful assistance.
- Facilitated emergency response efforts by swiftly connecting callers to relevant personnel or services when necessary.
- Provided reliable support to front desk staff, facilitating seamless coordination of daily operations.
- Increased company-wide communication by promptly connecting internal calls between departments.
- Maximized switchboard functionality with routine maintenance checks, minimizing technical issues or downtime.
- Documented messages and forwarded to correct individual.
- Received incoming calls and paged individuals and departments over PA system.
- Monitored call volume, call length and other related metrics and consistently met objectives.
- Attended safety training meetings to learn procedures for handling medical and fire emergency calls.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
Case Manager
Allen County Community Corrections
04.2015 - Current
- Responsible for meeting and consulting with program participants, preparing legal documents, distributing informational handouts, answering general questions, and explaining program rules and conditions.
- Represents Community Corrections at the Allen County Superior and Circuit Court on a daily basis and files Home Detention Screening Reports in Felony Court.
- Designs and develops an individualized case plan for each program participant based on their Criminal Justice Risk Assessment (IRAS) score, clinical impressions, program recommendations, and court ordered sanctions.
- Monitors compliance of the rules and regulations for Reentry Court, Restoration Court, and Veterans Court.
- Responds and documents all telephone and email correspondence from program participants, program participants’ families, treatment providers, transitional living facilities, and attorneys on caseload.
- Enters program participant data into the computer accurately and completely.
- Oversees and/or conducts group screenings for all offenders not incarcerated and persons wishing to reside with an incarcerated offender. Ensures offenders and other persons in the household complete and sign all required paperwork.
- Prepares and forwards necessary program participant requirements documents to counselors and agencies.
- Prepares and forwards necessary program participant requirements documents to counselors and agencies.
- Reviews and processes reports from all referral sources, reviews deficiencies when necessary, makes referrals to agencies for additional services, and imposes monitoring sanctions.
- Conducts observed urine drug tests on a random basis and maintains drug test records.
- Files revocation paperwork with Allen County Superior Courts for all felony and misdemeanor offenders that fail to complete their intake in the allotted time frame as designated by the Courts.
- Prepares successful and termination discharge paperwork for all program participants.
- Reviews program participants’ files for accuracy and completeness prior to creation of discharge paperwork.
- Performs all other duties as assigned, including overtime as required.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
- Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
Door Screener
Lutheran Hospital
11.2021 - 03.2022
- Continuously updated knowledge on safety protocols to ensure best practices were followed at all times.
- Supported event coordination through seamless access control management during various functions.
- Facilitated successful events through close cooperation with organizers regarding access control requirements.
- Improved visitor experience by efficiently screening and directing guests to appropriate locations.
- Handled sensitive information discreetly while verifying credentials and access permissions for restricted areas.
- Increased compliance with company policies by thoroughly explaining procedures to visitors upon entry.
- Reduced wait times for visitors with prompt and courteous service at the entrance.
- Kept work area clean and safe.
- Managed high traffic flow periods with ease, maintaining organized lines and efficient guest processing.
- Maintained excellent customer relations.
- Followed safety protocols to maintain safe working environment.
- Monitored inventory, keeping necessary supplies on hand.
- Collaborated with team members to promptly complete tasks and maintain consistent workflows.
- Demonstrated commitment to excellence through punctuality, professionalism, and adherence to dress code standards.
- Resolved visitor issues or concerns in a timely manner, demonstrating strong problem-solving abilities.
Electronic dispatcher
Allen County Community Corrections
04.2015 - 01.2017
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Facilitated smooth transitions between shifts by properly documenting unresolved calls and ongoing incidents.
- Ensured compliance with local, state, and federal regulations related to emergency communications.
- Monitored and tracked dispatch communication systems.
Youth Care Worker
Allen County Juvenile Center
04.2013 - 04.2015
- Responsible for the supervision of the youth and maintaining a safe environment for the youth including wake-ups, showers, meals, recreation, study time, assigned work, special and seasonal activities and bedtime.
- Documents and updates files and paper work concerning the care of the youth.
- Evaluates resident’s behavior, resolves conflicts and addresses behavioral problems.
- Maintains communication with supervisors concerning residents’ behavior, ensuring prescribed treatment plans are implemented and in compliance with all plan specifications.
- Maintains clean unit with residents’ assistance including, but not limited to, sweeping floors, cleaning furniture and appliances, washing windows, stocking and sanitizing bathrooms and changing beds.
- Transports residents to off-campus activities and appointments.
- Dispenses medications and performs first aid to residents as needed.
- Models, assists and acts as a role model teaching daily living skills including hygiene.
- Creates structured activities for residents.
- Assists with intake of new residents, including completing required forms and securing clothes and personal possessions.
- Maintains inventory of supplies, linens and personal hygiene products. Distributes upon request, ordering supplies as needed.
- Performs all other duties as assigned.
- Provided a safe and nurturing environment for at-risk youth through consistent supervision and positive reinforcement.
- Conducted regular safety checks and maintained facility cleanliness, ensuring a secure and hygienic environment for all program participants.
- Improved communication skills among youths by encouraging group discussions and collaborative projects.
- Delivered crisis intervention services when necessary, addressing urgent concerns promptly while maintaining safety for all involved parties.
- Aided with crisis intervention by redirecting negative behaviors and offering peer counseling.
- Assisted with daily living skills training, supporting self-sufficiency among program participants.
- Aided clients during transfers between beds, chairs or other positions ensuring proper body mechanics were utilized to prevent injuries.
- Monitored and assisted residents through individual service plans.
- Led emergency response efforts during crises, ensuring safety and well-being of all youth in facility.
- Provided emotional support and guidance to promote positive self-esteem and resilience in challenging situations.
- Assisted families in navigating the social services system, including applying for benefits, accessing resources and connecting with other family support services.
- Established and maintained good working relationships with staff from other areas of criminal justice system.
- Supported legal proceedings, advocating for clients'' rights and assisting with criminal justice processes.
- Acted as a liaison between the Criminal Justice department and local law enforcement agencies to foster collaboration on shared initiatives or training opportunities.
- Enhanced system security by implementing comprehensive malware protection strategies.
- Monitored CCTV cameras and alarm systems for security breaches.
- Enhanced unit security by implementing comprehensive security protocols and procedures.
Customer Service Representative
Heritage Food Service Group
04.2010 - 04.2012
- Service existing customers by taking orders, providing quotes, and answering questions.
- Research technical aspects of the parts through on-the-job training.
- Actively contact existing and prospective customers to provide progress reports.
- Maintain customer data in existing database.
- Work as part of a team.
- Expand existing customer base and proactively develop new customers.
- Self-motivated to work ambitiously in a fast-paced environment.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Participated in training programs to enhance product knowledge and customer service skills.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Bachelor's - Criminal justice
Indiana University-Bloomington
Bloomington, IN12.2009
Skills
- Efficiently operating switchboards
- Efficient at acquiring new skills
- Call management skills
- Consistent reliability
- Strong telephone etiquette
- Records management
- Strategic time allocation
- Effective task delegation
- Strong verbal communication
- Clerical support
- Documentation of messages
- Emergency alert documentation
- Customer service
- Critical thinking
- Data entry
- Call center experience
- Professional telephone demeanor
- Criminal Justice Understanding
- Criminal justice education
- Criminal Justice Background
- Juvenile justice system
- Data interpretation
- Law enforcement coordination
- Interviewing techniques
- Investigative techniques
- Correctional operations
- Time management
- Problem-solving
- Attention to detail
- Multitasking ability
Timeline
Switchboard Operator
DuPont Hospital
07.2023 - Current
Door Screener
Lutheran Hospital
11.2021 - 03.2022
Case Manager
Allen County Community Corrections
04.2015 - Current
Electronic dispatcher
Allen County Community Corrections
04.2015 - 01.2017
Youth Care Worker
Allen County Juvenile Center
04.2013 - 04.2015
Customer Service Representative
Heritage Food Service Group
04.2010 - 04.2012
Bachelor's - Criminal justice
Indiana University-Bloomington
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