Erica Harris
Milwaukee,WI
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.
Overview
5
5
years of professional experience
Work History
Telecommunications Operator
Advocate Aurora Health Care
01.2022 - Current
- Performed routine maintenance on telephone equipment.
- Assisted in training new employees on proper procedures for handling customer requests.
- Maintained accurate records of customer interactions in the company database.
- Responded promptly to emails and other forms of communication from customers seeking assistance.
- Handled escalated customer issues that required additional attention or research.
- Utilized problem solving skills to investigate and resolve complex customer inquiries.
- Performed data entry tasks related to customer accounts and contact information.
- Answered incoming calls from customers and provided information about services, products, billing, and technical support.
- Monitored alarms for outages and reported them to the appropriate personnel.
- Resolved conflicts between different departments regarding customer service issues.
- Developed a comprehensive knowledge of telecommunications products and services.
- Identified opportunities for process improvement within the team environment.
- Implemented strategies for improving customer satisfaction ratings.
- Provided assistance to other departments when needed, such as handling customer complaints or inquiries.
- Followed up with customers after resolving their issue to ensure satisfaction.
- Assisted customers in selecting the most cost-effective telecommunications plan.
- Installed, set up, and repaired devices and system components.
- Provided technical support and training to users on telecommunications equipment and software.
- Upgraded telecommunications equipment and software to improve system capabilities and performance.
- Handled multiple simultaneous deployment projects against strict deadlines.
- Briefed customers on equipment, usage, and product specification.
- Performed routine system tests and analyzed results to ensure optimal network performance.
- Established and modified networks and computers at businesses, schools, government buildings, medical facilities, and homes.
- Provided installation, service and maintenance for broadband internet and digital telephone service.
- Assisted medical professionals with scheduling and pager issues
- Announced and paged out medical emergencies
- Announced fires alarms/child abduction medical alerts
- Assisted OR professionals with calling in on call surgeries
- Assisted in the development and implementation of disaster recovery plans for telecommunications infrastructure.
- Logged service calls and closed work orders by recording issues resolved and services provided.
- Developed strong professional relationships with employees and clients through effective customer service skills.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Completed connections between callers, departments and professionals.
- Listened to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
- Called prospective customers by operating telephone equipment, automatic dialing systems and other telecommunications technologies.
- Updated and maintained personal copy of staff directory and other resources to verify accurate dispensing of information.
- Answered routine questions about telephone and voice mailbox operations.
- Handled typing and data entry duties to correct and update electronic telephone directories.
Public Safety Dispatcher
Housing Authority of the City of Milwaukee
Milwaukee
10.2020 - 03.2021
- Evaluated incoming traffic patterns in order to determine when additional resources may be needed.
- Communicated with field personnel via telephone or radio regarding current situations or events that require immediate attention or assistance.
- Coordinated response times for medical emergencies in order to ensure timely arrival of paramedics or ambulances to affected areas.
- Maintained accurate records of all calls received, including time of call, caller information, nature of call, action taken, and disposition of each call.
- Verified alarm activations prior to dispatching police officers or fire fighters in order to reduce false alarms.
- Updated dispatch logs throughout shift in order to maintain an accurate record of all activities.
- Received emergency and non-emergency calls, entered data into the computer system, and dispatched personnel to appropriate locations.
- Analyzed incoming calls for accuracy and completeness before dispatching units to ensure proper resources were sent to the scene.
- Performed multiple tasks simultaneously while maintaining focus on priority issues.
- Participated in training sessions designed to enhance knowledge of protocols specific to position duties.
- Collaborated with other departments within organization on special projects related to public safety initiatives.
- Communicated via radio to request law enforcement, fire and ambulance services for different emergency situations.
- Answered 911 emergency and non-emergency phone calls and asked open-ended questions to ascertain type of resources needed.
- Used radio, telephone and computer system to update first responders with new information.
- Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
- Mentored junior team members and managed employee relationships.
- Took caller information, read associated computer information and documented vital details in call tracking and assignment system.
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
- Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
Education
High School Diploma -
Milwaukee Area Technical College
Milwaukee, WI12-2016
Skills
- Greeting customers
- Switchboard management
- Search directories
- Information security
- Professional communication
- Call routing
- Switchboard operation
- System monitoring
- Incident reporting
- Front desk operations
- Installation and maintenance
- Writing reports
- Equipment safety
- Educating customers
- Data center operations
- Documenting activities
- Work order completion
Timeline
Telecommunications Operator
Advocate Aurora Health Care
01.2022 - Current
Public Safety Dispatcher
Housing Authority of the City of Milwaukee
10.2020 - 03.2021
High School Diploma -
Milwaukee Area Technical College