Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Carolyn Watkins

Old Town,FL

Summary

Committed professional with a solid history of accomplishment in helping people handle emotionally-charged, life-threatening and dangerous situations. Knowledgeable about dispatch procedures and policies. Successful at keeping callers calm and gathering required information to support police and other first responder actions. Reads maps, understands tracking information and provides timely updates to field personnel. Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.

Overview

9
9
years of professional experience

Work History

Call Center Representative

Aucera
11.2023 - Current
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Streamlined call flow processes for more efficient response times and increased productivity.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.

Cashier

Alton Towers
03.2023 - 08.2023
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Streamlined checkout process for increased efficiency and reduced waiting times.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
  • Enhanced customer satisfaction by providing accurate and timely information on ticket prices, seating options, and event details.
  • Streamlined ticket purchasing process for improved efficiency and reduced wait times.

Warehouse Worker

Argos
10.2022 - 01.2023
  • Enhanced warehouse efficiency by implementing effective inventory management and organization systems.
  • Collaborated with team members to complete complex projects on schedule and within budget constraints.
  • Maintained clean workspaces by enforcing strict housekeeping guidelines for storage areas, dock bays, and equipment zones.
  • Participated in continuous improvement initiatives to streamline workflows and optimize productivity levels.

Call Center Representative

Interact Ac
04.2022 - 10.2022
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Streamlined call flow processes for more efficient response times and increased productivity.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.

911 Dispatcher

Levy County Sheriffs Office
08.2014 - 07.2020
  • Enhanced emergency response times by effectively prioritizing incoming calls and dispatching appropriate resources.
  • Streamlined communication between first responders and callers by maintaining clear, concise, and accurate information sharing.
  • Reduced errors in dispatch process by meticulously documenting call details and resource allocation.
  • Supported efficient response efforts with effective triage of emergency situations, ensuring proper allocation of resources.

Education

GED -

Florida Gateway College
Lake City, FL
01.2013

Skills

  • Account Updating
  • Quality Assurance
  • Sales Closing
  • Database Research
  • Cash Handling
  • Customer Relationship Management
  • Complaint Resolution
  • Decision-Making
  • Emergency Assessment
  • Emergency Medical Instruction
  • Works Well Under Pressure
  • Active Listening

Accomplishments

In 2016 received dispatcher of the year reward from the sheriff with Levy county sheriffs office.

Timeline

Call Center Representative

Aucera
11.2023 - Current

Cashier

Alton Towers
03.2023 - 08.2023

Warehouse Worker

Argos
10.2022 - 01.2023

Call Center Representative

Interact Ac
04.2022 - 10.2022

911 Dispatcher

Levy County Sheriffs Office
08.2014 - 07.2020

GED -

Florida Gateway College

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Carolyn Watkins