Summary
Overview
Work History
Education
Skills
Custom
References
Timeline
Generic

Dora Harris

Trenton

Summary

Skilled in managing inbound and outbound calls with efficiency and courtesy, demonstrating strong capability in telecommunications. Possess thorough understanding of customer service protocols and adept at troubleshooting technical issues over the phone. Known for maintaining calm and professional demeanor in high-pressure situations, ensuring customer satisfaction. Contributed to improved call handling processes, enhancing operational flow and reducing wait times for callers. Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed. Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.

Overview

41
41
years of professional experience

Work History

Telecommunications Operator

Capital Health Hopewell Medical Services
Pennington
01.2021 - Current
  • Answered and transferred incoming calls to appropriate departments, personnel or outside lines.
  • Operated multi-line telephone system to answer incoming calls, determine purpose of callers, and forward calls to appropriate personnel or department.
  • Maintained knowledge of current office events and staff members' locations for callers inquiring about them.
  • Routed emergency calls to the appropriate department or personnel.
  • Addressed customer concerns professionally in order to provide satisfactory solutions.
  • Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
  • Alerted staff of emergency information and general announcements using PA system.
  • Completed connections between callers, departments and professionals.
  • Took messages from callers and accurately relayed details to intended staff.
  • Handled incoming and outgoing calls according to standard operating procedures.
  • Operated telephone switchboard to provide information, take messages and forward calls.
  • Operated telephone switchboard and routed calls to correct destination.
  • Reported telephone line issues and outages for prompt repairs.
  • Monitored emergency and code alarms, making emergency announcements or routing emergency calls to appropriate location.

Technical Assistance 1

Department Of Community Affairs
Trenton
07.1984 - 12.2020
  • Provided technical assistance and support to customers via phone, email and chat.
  • Researched complex problems to determine root cause analysis for resolution.
  • Reconcile on a quarterly basis the Federal Budget Ledger Table, with actual drawdowns from the appropriate federal and state agencies.
  • Maintains program accounts utilizing the New Jersey Comprehensive Financial System (NJCEF).
  • Participated in meetings, providing technical insights and updates.
  • Developed and executed small projects to improve operation and efficiency.
  • Maintained positive working relationship with fellow staff and management.
  • Performed variety of clerical and administrative duties pertaining to on-site support.
  • Monitored incoming requests from clients regarding technical inquiries or issues with products and services being used.
  • Work closely with the appropriate Housing Choice Voucher programs and Public Housing Assistance staff on receivable issues, problems, and resolutions.

Education

High School Diploma -

Ewing High
Ewing NJ
06-1979

Some College (No Degree) - Psychology

Colorado Christian University
Lakewood, CO

Skills

  • Call routing
  • Multi-line phone system
  • Emergency response
  • Customer service
  • Message taking
  • Administrative duties
  • Switchboard management
  • Operate switchboards
  • Call transfers
  • Listening skills
  • Billing assistance

Custom

  • One of my passion is taking and caring for the elderly. I enjoy talking with them, reading for them, caring for their needs, whether it be cooking, bathing or just watching Television with them. My goals is to make sure they are cared for in any way i can help.

References

References available upon request.

Timeline

Telecommunications Operator

Capital Health Hopewell Medical Services
01.2021 - Current

Technical Assistance 1

Department Of Community Affairs
07.1984 - 12.2020

High School Diploma -

Ewing High

Some College (No Degree) - Psychology

Colorado Christian University

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