Danielle O'Connor
Peoria,AZ
Summary
Customer Service Professional with over 10 years of experience in a call center environment with excellent call taking and leadership skills seeking a new career in Public Safety/Emergency Management
Overview
15
15
years of professional experience
Work History
Customer Service Supervisor/Lead Dispatacher
KLOR Healthcare IT Services, LLC
01.2015 - Current
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Developed and enforced internal requirements and standards to promote quality service
- Performed quality assurance audits of dispatchers to ensure proper call-taking
- Lead dispatcher responsible for delegating call flow through call center and answering phones
- On call night shift supervisor
Behavioral Health Technician
Marshall Group Home For Special Needs' Persons
01.2009 - 12.2014
- Built and maintained positive staff relationships to promote teamwork and better serve clients.
- Completed documentation for every incident and forwarded to correct personnel for review.
- Conducted client rounds to check on residents.
- Recognized individuals under influence of drugs or alcohol and typical behaviors associated with each.
- Performed client intake procedures according to internal standards for new admissions.
- Facilitated on-site activities, support groups, and outings for clients.
- Applied de-escalation and limit-setting techniques to promote patient cooperation.
- Observed patient behaviors and mental status and notified RN of unusual or potentially dangerous occurrences.
- Other duties as assigned
Education
Bachelor of Science - Behavioral Sciences
Maricopa Community Colleges - South Mountain Community College
Phoenix, AZ05.2025
High School Diploma -
Apopka High School
Apopka, FL05.2002
Skills
- Scripted Calls
- Daily Timekeeping
- Customer Escalations
- Handling Complaints
- Leadership and Change Management
- Call Center Software
- Annual Performance Reviews
- Call Monitoring
- New Hire Training
- Team Productivity
- Behavior Identification
- Information Updates
- Enforce Policies
- Compliance Adherence
Timeline
Customer Service Supervisor/Lead Dispatacher
KLOR Healthcare IT Services, LLC
01.2015 - Current
Behavioral Health Technician
Marshall Group Home For Special Needs' Persons
01.2009 - 12.2014
Bachelor of Science - Behavioral Sciences
Maricopa Community Colleges - South Mountain Community College
High School Diploma -
Apopka High School