Cristina Maw
Marietta,SC
Summary
Telephone Operator with 24 years experience assisting customers by phone and in person. Friendly and helpful when answering calls and transferring customers. Knowledgeable about services offered and expert at answering commonly asked questions. Focused multi-tasker when toggling between helping in-person customers and promptly responding to calls.
Overview
24
24
years of professional experience
Work History
Office Manager
Lowcountry Answering Service
Summerville, SC
02.2012 - 01.2024
- Developed and implemented office policies and procedures.
- Supervised staff members, organized schedules and delegated tasks.
- Maintained filing system for records, correspondence and other documents.
- Ordered supplies and equipment to maintain adequate inventory levels.
- Created spreadsheets in Excel to track data such as vacation requests, sick days.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Performed general bookkeeping duties such as reconciling bank statements and creating journal entries.
- Reviewed contracts for accuracy prior to signing off on behalf of the company.
- Provided training to new hires on office policies and procedures.
- Managed office inventory and placed new supply orders.
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
- Interpreted and communicated work procedures and company policies to staff.
Answering Service Operator
Lowcountry Answering Service
Summerville, SC
01.2007 - 12.2012
- Used reference files to answer simple questions about client business.
- Monitored emergency and code alarms, making emergency announcements or routing emergency calls to appropriate location.
- Shared or forwarded messages and information to designated personnel.
- Assisted staff with technical issues by performing simple troubleshooting and registering helpdesk tickets with IT department.
- Utilized paging technology within organization to connect quickly with key people.
- Operated telephone switchboard of 100+ accounts and routed calls to correct destination.
- Transcribed message details to promptly relay to appropriate recipients.
- Completed connections between callers, departments and professionals.
- Updated personnel directory to keep telephone extensions and employee information current.
- Operated telephone switchboard to provide information, take messages and forward calls.
- Took messages from callers and accurately relayed details to intended staff.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Maintained excellent customer satisfaction through polite, calm demeanor.
- Assisted with training new employees on answering service procedures.
- Ensured all company policies were followed during calls.
Answering Service Operator
Trident Answering Service
Summerville, SC
01.2000 - 12.2007
- Answered incoming calls promptly and courteously.
- Provided accurate information regarding services offered.
- Routed calls to appropriate personnel or departments.
- Maintained call logs, records and other documents related to answering service operations.
- Performed data entry of customer information into the computer system.
- Escalated customer complaints or issues to supervisor when necessary.
- Updated existing customer accounts with recent contact information.
- Entered notes into the database for each call received.
- Researched and resolved customer complaints quickly and efficiently.
- Utilized problem-solving techniques to resolve complex customer inquiries.
- Maintained a professional attitude while handling difficult situations.
- Ensured all company policies were followed during calls.
- Assisted with training new employees on answering service procedures.
- Managed multiple tasks simultaneously without compromising quality of work.
- Fielded incoming calls, answered questions and transferred calls internally.
Education
High School Diploma -
John A Holmes High School
Edenton, NC06-1996
Skills
- Calendar Management
- Excel Spreadsheets
- File Management
- File Organization
- Digital File Management
- Medical Terminology
- Policy Implementation
- Document Scanning
- Time Management
- Data Entry
- Inbound Phone Call Handling
- Bookkeeping
- Customer communications
- Message Taking
- Strong Organization
- Outbound calls
- Documenting correspondence
- Computer Skills
References
References available upon request.
Timeline
Office Manager
Lowcountry Answering Service
02.2012 - 01.2024
Answering Service Operator
Lowcountry Answering Service
01.2007 - 12.2012
Answering Service Operator
Trident Answering Service
01.2000 - 12.2007
High School Diploma -
John A Holmes High School