Cara Nesa Cole
Customer Service Specialist/Manager
Statesville,NC
Summary
Reliable employee known for being a capable, well-trained professional. Exceptional customer service skills and the ability to prioritize tasks. Pursuing a new role where hard work and dedication will be highly valued.
Overview
20
20
years of professional experience
Work History
Central Station Operator/Supervisor
Security Central
Statesville, NC
04.2009 - Current
- Managed telephone switchboard of 250 personnel and routed internal and external calls to provide quick connection.
- Supported customers by managing 250-300 calls per day efficiently while maintaining professionalism and upbeat tone.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Routed incoming calls to appropriate departments.
- Closely monitored dispatch board to triage and prioritize over 200 alarms daily, including residential, commercial and agriculture accounts.
- Maintained updated and detailed records of calls in physical and electronic database.
Central Station Manager (CSM)
Security Central
Statesville, North Carolina
08.2016 - Current
- Onboarded new employees, including training, mentoring and new hire documentation.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Maximized performance by monitoring daily activities and mentoring team of 130 associates.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
Answering Service Operator
AnswerPhone Of America
Statesville, North Carolina
09.2005 - 04.2009
- Connected callers with appropriate professional, department or business.
- Entered ticket information into company's computer system using Pinnacle with high degree of accuracy.
- Completed skilled administrative work to support all office staff and operational requirements.
- Paged appropriate on call personnel based on information given by caller, including on call doctors and funeral home providers.
Education
No Degree - Business Administration And Management
Mitchell Community College
Statesville, NCHigh School Diploma -
North Iredell High School
Olin North Carolina 05.1996 - 05.1996
Skills
Quality service
Employee reviews
Relationship building
Employee scheduling
Coaching and mentoring
Effective communication
Multi-line phone talent
Good listening skills
Recordkeeping strengths
Timeline
Central Station Manager (CSM)
Security Central
08.2016 - Current
Central Station Operator/Supervisor
Security Central
04.2009 - Current
Answering Service Operator
AnswerPhone Of America
09.2005 - 04.2009
High School Diploma -
North Iredell High School
05.1996 - 05.1996
No Degree - Business Administration And Management
Mitchell Community College