Charlotte Webb
Washington,DC
Summary
Personable and alert with calm demeanor and strong communication skills. Knowledge of security protocols and emergency response procedures, along with ability to monitor alarms and surveillance systems. Committed to ensuring safety and security by promptly addressing potential threats.
Overview
14
14
years of professional experience
Work History
Call Taker
3 Links Technology
06.2024 - Current
- Utilized multi-line phone systems effectively, navigating between calls seamlessly while maintaining attention to detail.
- Developed rapport with regular callers, promoting a positive image for the organization through exceptional customer service skills.
- Collaborated with other departments as needed to resolve complex issues or provide comprehensive support for customers in need of specialized assistance.
- Monitored multiple computer screens simultaneously.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Maintained accurate records of calls placed and received.
Shelter Support Worker
Community Crisis Services
06.2022 - 01.2024
- Take calls from clients in need of agency programs, ask qualification-screening questions
- Provide support and direction for people as they transition from homelessness to housing
- Completed entry referrals on an as needed basis
- Conduct crisis intervention as needed became Mental health first aid certified
- Responsible for the daily operations of the shelter including, cleanliness, safety, and security of the facility to ensure the building and facilities are maintained
- Maintained inventory of shelter supplies and donations for shelter operations
Customer Service Supervisor
Siemens Industry INC
04.2017 - 01.2019
- Provides professional customer service support and customer relationship interaction and assists in leading team to provide the same level of support
- Provides leadership and daily direction to supervise assigned shift operations and meet expected team performance objectives and metrics
- Participates in or conducts daily briefings between shifts to ensure information is passed on and provides departmental updates and follow up action reports
- Ensures appropriate staff scheduling and resources are in place for the shift
- Verifies timecards and absentee records
- Provides employee training and quality control to ensure the assigned shift and department is equipped to meet its daily demands
- Supervises employee performance and addresses staff disciplinary situations
- Participates in and advises management through employee development, training, and performance evaluations
- Handles and directs escalation of customer concerns from lower-level staff
Internal Services Operator
Siemens Industry INC
08.2016 - 03.2017
- Monitor fire and security systems
- Make notification to customers and dispatch emergency personnel as needed
- Communicate clearly and effectively with customers and agencies
- Exercise good listening skills
- Provide outstanding customer service by meeting company quality standards
- Continuously monitor the alarm signal queue with prioritized response
- Conduct scheduled video tours of security cameras
- Respond to emergency elevator calls and access control calls
- Answer inbound calls from customers and technical personnel
- Create detailed documentation of all calls and activity
- Become familiar with customer-specific requirements and procedures
- Generate statistical or investigative reports for management
- Maintain the departmental standards for attendance
- Participate in skill-building training and mandatory departmental meetings
Alarm Monitor/Dispatcher
Emergency 24 INC
11.2013 - 06.2016
- Monitor alarm signals and respond using the information on computer screens
- Place necessary outgoing calls to verify an alarm, dispatch proper authorities, notify responsible parties
- Document all responses in monitoring soft wear
Front Desk Agent
Omni Shoreham Hotel
12.2010 - 04.2013
- My responsibility was to process guest arrivals including all necessary payments
- It was also my responsibility to handle and store luggage, handle guest concerns, and assist with check-in and check-out of groups and tours
Skills
- Emotional support
- Client assistance
- Crisis intervention
- Care planning
- Call prioritization
- CCTV monitoring
- Incident reporting
- Document preparation
- Emergency procedures
- Emergency dispatch
- Problem-solving
- Time management
Timeline
Call Taker
3 Links Technology
06.2024 - Current
Shelter Support Worker
Community Crisis Services
06.2022 - 01.2024
Customer Service Supervisor
Siemens Industry INC
04.2017 - 01.2019
Internal Services Operator
Siemens Industry INC
08.2016 - 03.2017
Alarm Monitor/Dispatcher
Emergency 24 INC
11.2013 - 06.2016
Front Desk Agent
Omni Shoreham Hotel
12.2010 - 04.2013
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