Ana Ruiz

Telephone Operator

Wyckoff Heights Hospital

11.2005 - Current

Directed incoming calls to internal personnel and departments, routing to best-qualified department.
Responded to customer inquiries with patience and positivity to establish excellent first impression.
Collected and verified telephone numbers, addresses, and proper spelling of names.
Resolved customer issues and complaints promptly and politely, upholding satisfaction.
Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
Assisted colleagues with achieving task requirements, aiding team productivity and performance.
Followed up on customer inquiries to confirm issues were adequately addressed.
Maintained detailed customer call and inquiry logs for performance monitoring.
Operated switchboard and routed incoming calls to appropriate departments.
Supported customers by managing [Number] calls per day efficiently while maintaining professionalism and upbeat tone.
Identified service improvement opportunities through call volume and performance reports.
Managed high volume of incoming calls from customers, providing outstanding customer service to callers.
Remained calm and poised in stressful situations, diffusing angry callers and mitigating issues.
Warmly greeted callers and offered assistance in transferring to appropriate department or employee.
Assisted over [Number] customers daily by answering questions and transferring to appropriate departments.
Properly directed inbound calls in phone queues to improve call flow by [Number]%.
Provided new employees with voice and accent training to teach proper customer service etiquette.
Received incoming calls and paged individuals and departments over PA system.