Summary
Overview
Work History
Education
Skills
Timeline
Generic

Angela Camp

South San Francisco,CA

Summary

Dedicated Telephone Operator with extensive experience in optimizing customer interactions and exceeding service expectations. Demonstrated expertise in operating multi-line switchboards for efficient call routing and minimal hold times, resulting in improved caller satisfaction. Mastered exceptional active listening and communication skills, effectively resolving inquiries in fast-paced environments. Committed to maintaining professionalism while managing high volumes of calls.

Overview

33
33
years of professional experience

Work History

Senior Telephone Operator

City and County of San Francisco
San Francisco, CA
11.2023 - Current
  • Greeted callers warmly and asked how they could be assisted.
  • Took messages accurately and delivered them promptly to the intended recipient.
  • Transferred calls as necessary to appropriate departments or personnel.
  • Utilized computer software to record caller's inquiries and complaints.
  • Offered suggestions for improving customer service processes in order to provide better experiences for callers.
  • Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
  • Handled incoming and outgoing calls according to standard operating procedures.
  • Operated telephone switchboard and routed calls to correct destination.
  • Alerted staff of emergency information and general announcements using PA system.
  • Assisted staff with technical issues by performing simple troubleshooting and registering helpdesk tickets with IT department.
  • Transcribed message details to promptly relay to appropriate recipients.
  • Operated telephone switchboard to provide information, take messages and forward calls.
  • Reported telephone line issues and outages for prompt repairs.
  • Followed up with open calls to offer further assistance and close out issues.
  • Answered routine questions about telephone and voice mailbox operations.
  • Provided technical support when needed for troubleshooting problems on the phone.
  • Adhered to all company policies related to telephone etiquette and customer service standards.
  • Answered incoming calls and directed them to appropriate departments or personnel.
  • Routed calls to the correct department based on caller needs.
  • Navigated multiple computer systems simultaneously while speaking with customers on the phone.
  • Answered incoming calls in a professional, courteous and timely manner.

County Telephone Operator

San Mateo County Government Offices
San Mateo, CA
03.1992 - 11.2004
  • Answered incoming calls in a professional, courteous and timely manner.
  • Provided customer service to callers by answering questions and providing requested information.
  • Utilized computer software to record caller's inquiries and complaints.
  • Responded to customers' requests for assistance with various issues they were having.
  • Greeted callers warmly and asked how they could be assisted.
  • Transferred calls as necessary to appropriate departments or personnel.
  • Took messages accurately and delivered them promptly to the intended recipient.
  • Maintained updated records of customer interactions, transactions, comments and complaints.
  • Routed calls to the correct department based on caller needs.
  • Navigated multiple computer systems simultaneously while speaking with customers on the phone.
  • Adhered to all company policies related to telephone etiquette and customer service standards.
  • Resolved customer inquiries quickly and efficiently by utilizing problem-solving skills.
  • Communicated effectively with other departments regarding customer concerns.
  • Reported any issues that arose during telephone conversations to management for further investigation.
  • Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
  • Handled incoming and outgoing calls according to standard operating procedures.
  • Took messages from callers and accurately relayed details to intended staff.
  • Operated telephone switchboard to provide information, take messages and forward calls.
  • Completed connections between callers, departments and professionals.
  • Reported telephone line issues and outages for prompt repairs.
  • Alerted staff of emergency information and general announcements using PA system.
  • Operated telephone switchboard of [hunreds] employees and routed calls to correct destination.
  • Utilized paging technology within organization to connect quickly with key people.
  • Paged employees over PA system to ensure prompt connection with callers.
  • Updated personnel directory to keep telephone extensions and employee information current.
  • Followed up with open calls to offer further assistance and close out issues.
  • Developed strong professional relationships with employees and clients through effective customer service skills.
  • Greeted visitors or callers to handle inquiries or direct to appropriate persons.
  • Handled typing and data entry duties to correct and update electronic telephone directories.
  • Answered routine questions about telephone and voice mailbox operations.
  • Listened to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
  • Offered special assistance to persons unable to dial or in emergency situations.
  • Monitored automated systems for placing collect calls and intervened for callers needing assistance.
  • Updated and maintained personal copy of staff directory and other resources to verify accurate dispensing of information.
  • Assisted individuals with hearing difficulties with using assistive services to complete calls.
  • Operated telephone switchboards and systems to advance and complete connections.

Education

High School Diploma : General -

South San Francisco High School
06.1987

General Studies

City College of San Francisco
San Francisco, CA

Skills

  • Customer and Personal Service
  • Computers
  • Writing
  • Critical Thinking
  • Mathematics
  • Cash Register Operation
  • POS Systems
  • ID Verification
  • Payment Processing
  • Payment Collection
  • Cash Handling
  • Customer Assistance
  • Customer Service
  • Customer Relations
  • Credit and Cash Transactions
  • Staff Training
  • Customer Service Excellence
  • Scanner Operations
  • Staff Mentoring
  • Liquor Regulations and Compliance
  • POS System Operations
  • Time Management Skills
  • Written and Verbal Communication
  • Call routing
  • Message taking
  • Customer service
  • Technical support
  • Telephone switchboard operation
  • Emergency communication
  • Problem resolution
  • Data entry
  • Multi-system navigation
  • Interdepartmental communication
  • Conflict resolution
  • Effective communication
  • Attention to detail
  • Time management
  • Emergency response
  • Telephone etiquette
  • Adaptability and flexibility
  • Professional demeanor
  • Computer skills
  • Strong memory
  • Follow-up skills
  • Call transferring
  • Conference call setup
  • Call follow-up

Timeline

Senior Telephone Operator

City and County of San Francisco
11.2023 - Current

County Telephone Operator

San Mateo County Government Offices
03.1992 - 11.2004

High School Diploma : General -

South San Francisco High School

General Studies

City College of San Francisco

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