- I participate in low-impact exercises to strengthen core muscles
- Dancing
- Walking
- Politics
- Reading
Avalon (Ava) Burleson
Frederick,STATE_US
Summary
Detail-oriented telephone operator known for strong problem-solving abilities and a professional demeanor. Successfully handled high-stress situations while ensuring caller satisfaction and maintaining operational efficiency.
Dedicated customer service representative skilled in clear communication, active listening, and problem resolution. Proven ability to enhance communication effectiveness and improve response times in high-volume settings.
Empathetic professional with over 25 years of experience in customer support and telecommunications. Recognized for improving call routing protocols and enhancing team performance through collaboration. Committed to delivering exceptional service and maintaining confidentiality in all interactions.
Professional telecommunications specialist with comprehensive experience in managing high call volumes and ensuring seamless communication. Known for excellent team collaboration and adaptability in dynamic environments. Recognized for strong multitasking abilities and calm, courteous demeanor that ensures positive caller experiences.
Professional communicator prepared for this role. Skilled in managing high volumes of calls, providing information, and resolving inquiries efficiently. Strong focus on team collaboration and achieving results, adapting to changing needs seamlessly. Reliable with excellent verbal communication skills, problem-solving abilities, and customer service expertise.
Experienced with handling large volumes of calls and providing accurate information to callers. Utilizes effective communication techniques to ensure clarity and customer satisfaction. Track record of maintaining calm under pressure and resolving issues quickly and efficiently.
Overview
28
28
years of professional experience
Work History
Telephone Operator/Customer Service Representative
U.S. Senate
District Of Columbia
01.1999 - 12.2024
- Provided accurate information and assistance to constituents, enhancing communication effectiveness.
- Operated multi-line phone system to efficiently route calls within Senate offices.
- Collaborated with staff to ensure seamless call handling during high-volume periods.
- Maintained detailed logs of incoming calls for record-keeping and follow-up purposes.
- Improved response times by implementing streamlined call routing protocols.
- Developed training materials for ongoing operator education and skills enhancement.
- Assisted colleagues with achieving task requirements, aiding team productivity and performance.
- Maintained strict confidentiality when handling sensitive information, adhering to both company policies and applicable laws.
- Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
- Built rapport with callers through active listening skills and empathetic responses to their concerns or requests.
- Maintained a professional tone when assisting callers, ensuring positive experiences for both internal and external customers.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- 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.
- Demonstrated adaptability during peak hours or high-stress situations by remaining calm, focused, and efficient in handling multiple tasks simultaneously.
- Collaborated with team members to ensure seamless coordination of customer service efforts across all channels of communication.
- Promoted company values by delivering exceptional customer service in every interaction with both internal and external clients.
Scheduling Specialist
Holistics WholeHealthcare
Bethesda, MD
03.1997 - 08.1998
- Developed and implemented scheduling protocols to enhance operational efficiency.
- Coordinated schedules for healthcare providers to optimize patient appointment flow.
- Collaborated with clinical staff to ensure accurate resource allocation and availability.
- Managed appointment changes and cancellations, maintaining clear communication with patients.
- Documented calls and appointments using [Software].
- Answered phone calls and answered questions from potential customers.
- Organized, maintained and updated information in computer databases.
- Confirmed appointments, communicated with clients, and updated client records.
- Handled assignments independently with good judgment and critical thinking skills.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
Education
No Degree - Business Marketing
Strayer University
District Of ColumbiaSkills
- Call routing
- Switchboard operation
- Telephone switchboard operation
- Emergency call support
- Call transfer
- Call transfers
- Message distribution
- Conference call setup
- Customer support
- Information support
- Clear communication
- Telephone etiquette
- Greeting customers
- Attention to detail
- Data entry
- Telecommunications
- Problem research and resolution
- Problem-solving abilities
- Decision-making
- Self motivation
- Empathy and patience
- Caller assistance
- Listening skills
- Teamwork
- Teamwork and collaboration
- Interpersonal skills
- Computer skills
- Interpersonal skills
Interests
Timeline
Telephone Operator/Customer Service Representative
U.S. Senate
01.1999 - 12.2024
Scheduling Specialist
Holistics WholeHealthcare
03.1997 - 08.1998
No Degree - Business Marketing
Strayer University