Miranda Wilkie
Richmond
Summary
Skilled switchboard operator with background in managing large volumes of incoming calls while providing exceptional customer service. Possess strong communication skills, ability to multitask efficiently, and expertise in various telephone operating systems. Improved response times and caller satisfaction through effective call handling and issue resolution strategies. Adept at maintaining a calm and professional demeanor in fast-paced environments, ensuring the smooth operation of communication systems.
Overview
11
11
years of professional experience
Work History
Switchboard Operator
Reid Health
Richmond
11.2015 - Current
- Answered and transferred incoming calls to appropriate departments, personnel or outside lines.
- Took messages from callers and accurately relayed details to intended staff.
- Monitored emergency and code alarms, making emergency announcements or routing emergency calls to appropriate location.
- Addressed customer concerns professionally in order to provide satisfactory solutions.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Verified caller identification before transferring calls or releasing confidential information.
- Utilized multiple computer applications such as Microsoft Office Suite to maintain records of all incoming and outgoing calls.
- Performed basic troubleshooting procedures when technical problems arose with the switchboard equipment.
- Assisted staff with technical issues by performing simple troubleshooting and registering helpdesk tickets with IT department.
- Provided training and coaching to new PBX operators.
- Maintained knowledge of current office events and staff members' locations for callers inquiring about them.
- Maintained a clean work area by organizing supplies neatly throughout shift.
- Completed day-to-day duties accurately and efficiently.
Security Dispatcher
Earlham College
Richmond
03.2014 - 11.2015
- Assigned security personnel to various posts, ensuring adequate coverage of the premises.
- Communicated regularly with security personnel to ensure safety protocols were followed.
- Responded immediately to incidents, illegal activities or emergency situations.
- Answered telephone calls to take messages, respond to questions and provide information during non-business hours.
- Assisted with access control by verifying visitors' identification and granting access as necessary.
- Used radio, telephone, and computer systems to update public safety officers with new information.
- Maintained logs of all events occurring onsite, including any disturbances or criminal activity.
- Provided customer service assistance to guests visiting the property, answering questions about services or facilities available onsite.
Education
Associate of Applied Science - Business Administration
Ivy Tech Community College of Indiana
Richmond, IN05-2018
Skills
- Call management
- Customer service
- Communication skills
- Time management
- Conflict resolution
- Emergency response
- Team training
- Attention to detail
- Alarm system monitoring
- Problem-solving abilities
- Quick-learning
- Organizational skills
- Stress management
- Reliability
- Call logging
- Typing skills
References
References available upon request.
Timeline
Switchboard Operator
Reid Health
11.2015 - Current
Security Dispatcher
Earlham College
03.2014 - 11.2015
Associate of Applied Science - Business Administration
Ivy Tech Community College of Indiana
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