Antoinette Frye
Chattanooga,TN
Summary
Skilled at routing calls and mail, setting appointments and documenting information. Good customer service and data entry skills and capability to handle multiple phone lines. Dedicated customer service professional well-versed in operating multi-line systems. Competent in administrative tasks such as photocopying and typing. Offering excellent organizational, communication and problem-solving abilities developed over 10+ years of related experience.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
21
21
years of professional experience
Work History
Switchboard Operator
Marriott Hotels
06.2023 - Current
- Improved call efficiency by effectively routing and managing incoming calls for a busy office environment.
- Enhanced customer satisfaction by promptly addressing inquiries and directing them to the appropriate department.
- Maintained accurate records of all calls, ensuring timely follow-ups and resolution of issues.
- Assisted in reducing hold times with swift call handling and efficient use of switchboard system features.
- Contributed to a professional atmosphere by courteously greeting callers and providing helpful assistance.
- Strengthened company reputation by upholding confidentiality when dealing with sensitive information during call transfers.
- Provided reliable support to front desk staff, facilitating seamless coordination of daily operations.
- Streamlined administrative tasks such as message-taking and appointment scheduling for increased productivity across multiple departments.
- Collaborated with team members to identify process improvements, resulting in more efficient call handling procedures.
- 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.
- Exceeded performance metrics for call handling speed, accuracy, and customer satisfaction, setting an example of excellence for the switchboard operator team.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Answered calls on [Number] ring and engaged customers with friendly, professional demeanor.
- Operated switchboard and routed incoming calls to appropriate departments.
- 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.
- 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.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- Solved customer inquiries regarding products, orders and account balances quickly to meet service targets.
- Followed up on customer inquiries to confirm issues were adequately addressed.
- Kept records of calls placed and charges incurred.
PBX Operator
Blue Cross Blue Shield Of TN
02.2015 - Current
- Improved customer satisfaction by efficiently handling and routing incoming calls to appropriate departments.
- Enhanced communication between departments by promptly transferring calls and providing accurate information.
- Streamlined call processing time with the effective usage of PBX software and hardware systems.
- Reduced caller wait times, ensuring swift and accurate call transfers to the correct extensions.
- Maintained a high level of professionalism while assisting callers in various situations, including emergencies and complaints.
- Supported company operations by managing multiple phone lines simultaneously, prioritizing urgent matters as needed.
- Provided exceptional customer service through polite and professional interactions with all callers.
- Handled sensitive information discreetly when dealing with confidential calls or messages within the organization.
- Kept detailed records of all incoming, outgoing, and transferred calls using advanced logging software tools for reporting purposes.
- Trained new employees on PBX operating procedures and best practices, fostering consistency across the team''s performance levels.
- Assisted management in identifying areas for improvement within telecommunications infrastructure based on daily observations.
- Maintained an up-to-date knowledge of industry trends and advancements in PBX technology, ensuring optimal performance.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Supported customers by managing calls per day efficiently while maintaining professionalism and upbeat tone.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Answered calls on [Number] ring and engaged customers with friendly, professional demeanor.
- Operated switchboard and routed incoming calls to appropriate departments.
- Connected callers with appropriate professional, department, or business.
Intake Specialist
Unum
06.2003 - 11.2010
- Enhanced client experience by conducting thorough intake assessments and accurately identifying their needs.
- Streamlined the intake process by developing and implementing efficient data collection methods for improved service delivery.
- Increased customer satisfaction with timely follow-ups, ensuring all necessary documentation was collected and processed promptly.
- Contributed to a reduction in client wait times by effectively managing appointment scheduling and resource allocation.
- Maintained high levels of accuracy and compliance in data entry, ensuring all information was correctly entered into the required systems.
- Assisted clients with complex situations by providing clear guidance on the intake process and available services, resulting in increased understanding and engagement.
- Developed positive relationships with community partners to facilitate referrals and improve access to services for clients in need.
- Ensured client confidentiality by adhering to strict privacy policies when handling sensitive information during the intake process.
- Participated in ongoing professional development opportunities to stay current on industry best practices for effective intake processes and service delivery techniques.
- Reduced errors in documentation through diligent proofreading before submission, maintaining high standards of quality control throughout the entire intake process.
- Facilitated smooth transitions between different departments by effectively communicating relevant client information at each stage of their journey within the organization.
- Demonstrated adaptability when faced with changing circumstances or new challenges within the role, maintaining consistent performance levels under pressure.
- Provided compassionate support to clients during the intake process, offering reassurance and understanding in times of distress.
- Consistently met or exceeded performance metrics, demonstrating a strong commitment to delivering exceptional service within the Intake Specialist role.
- Utilized critical thinking skills to analyze complex client situations and make informed recommendations for appropriate services and support.
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Completed intake assessment forms and filed clients' charts.
- Assessed clients' needs and determined eligibility for intake services.
- Offered compassionate and attentive guidance to patients during moments of crisis and trauma.
- Liaised between clients and healthcare providers to maintain continuity of care.
Education
Psychology
University of Phoenix
Chattanooga, TN06.2026
Health Information Technology
ECPC
Chattanooga, TN04.2003
High School Diploma -
Kirkman Technical High School
Chattanooga, TN06.1991
Skills
- Reservation Coordination
- Multi-Line Phone Systems
- Telephone Operations
- Strong Telephone Etiquette
- Typing Skills of 45 WPM
- Filing Management
- Operating Switchboards
- Appointment Setting
- Making Appointments
- Excellent Verbal Communication Skills
- Answering Questions
- Coordinating Reservations
- Message Taking
- Microsoft Expertise
- Call Routing
- Clerical Support
- Critical Thinking
- Quick Learning
- Office Equipment Operation
- Dependability
- Follow-up Skills
- Calm Demeanor
- Excellent Communication
- Information Processing
- Telephone Etiquette
- Computer Literacy
- Problem Solving
- Decision Making
- Stress Management
- Confidentiality
- Professionalism
- Analytical Skills
- Cross-Functional Coordination
- Empathy and Patience
- Resourcefulness
- Positive Attitude
- Active Listening
- Time Management
- Flexibility
- Work Prioritization
- Strong Memory
- Assertiveness
- Self-Motivation
- Performance Monitoring
- Conflict Resolution
- Task Delegation
- Record Keeping
- Customer Service
- Interpersonal Skills
- Telephone Reception
- Information Assistance
- Front Desk Operations
- Excellent Phone Demeanor
- Call Management
- Computer Skills
- Front Desk Management
- Schedule Coordination
Timeline
Switchboard Operator
Marriott Hotels
06.2023 - Current
PBX Operator
Blue Cross Blue Shield Of TN
02.2015 - Current
Intake Specialist
Unum
06.2003 - 11.2010
Psychology
University of Phoenix
Health Information Technology
ECPC
High School Diploma -
Kirkman Technical High School
Similar Profiles
Jade ThomassenJade Thomassen
Beauty Technician at Marriott HotelsBeauty Technician at Marriott Hotels
AHMAD SALEHAHMAD SALEH
Receptionist at Marriott HotelsReceptionist at Marriott Hotels
Beatriz FitasBeatriz Fitas
Front Desk Associate at Marriott HotelsFront Desk Associate at Marriott Hotels