Audra OGilvie
San Francisco,California
Summary
Polite and professional [Job Title] successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
21
21
years of professional experience
Work History
Call Center Representative Specialist
Xerox
San Francisco, CA
03.2015 - 07.2019
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Resolved concerns with products or services to help with retention and drive sales.
- Educated customers on company systems, form completion and access to services.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
Communications Dispatcher
Sf Parking & Traffic
San Francisco, CA
06.2007 - 03.2014
- Directed dispatching, routing and tracking of [Number] fleet vehicles.
- Maintained updated and detailed records of calls in physical and electronic database.
- Closely monitored dispatch board to triage and prioritize over [Number] daily calls.
- Planned, organized and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire and EMS while tracking data in real-time environments.
- Answered calls from automatic routing system and took basic information from callers.
- Automated document flow by ensuring logbooks and fire, accident and emergency reports were maintained with 100% accuracy.
Communications Dispatcher
SFPUC Water
Millbrae, CA
01.1999 - 06.2007
- Directed dispatching, routing and tracking of [Number] fleet vehicles.
- Maintained updated and detailed records of calls in physical and electronic database.
- Closely monitored dispatch board to triage and prioritize over [Number] daily calls.
- Planned, organized and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Evaluated and adjusted over 50 routes based on daily needs, available workers, traffic hazards and weather conditions.
- Increased area coverage by 20% through effective scheduling and detailed location monitoring.
Education
Associate of Arts - Communications Technology
City College of San Francisco
San Francisco, CA06.2006
High School Diploma -
George Washington High School
San Francisco, CA06.1985
Skills
- Facility Tours
- System Documentation
- Customer Service Optimization
- Account Management
- Call Controlling
- Inbound Phone Call Management
- Verbal and Written Communication
- Customer Inquiries
- Service Quality
Timeline
Call Center Representative Specialist
Xerox
03.2015 - 07.2019
Communications Dispatcher
Sf Parking & Traffic
06.2007 - 03.2014
Communications Dispatcher
SFPUC Water
01.1999 - 06.2007
Associate of Arts - Communications Technology
City College of San Francisco
High School Diploma -
George Washington High School