Heather Liard
DeLand
Summary
Experienced Switchboard Operator with background in managing and directing high volumes of incoming calls. Demonstrated strengths in customer service, multitasking, and troubleshooting technical issues. Known for maintaining professionalism under pressure and contributing to efficient office operations. Successfully improved overall call handling efficiency in previous role.
Overview
4
4
years of professional experience
Work History
Switchboard Operator
AdventHealth
Orange City
04.2022 - 05.2026
- Operated multi-line switchboard to connect callers with appropriate departments.
- Managed incoming calls efficiently, directing them to specific staff members.
- Provided excellent customer service to patients and visitors through effective communication.
- Maintained accurate records of calls and messages for follow-up actions.
- Assisted in training new staff on switchboard operations and protocols.
- Monitored emergency alert systems, responding quickly to critical situations.
- Coordinated with various departments to ensure seamless communication flow within the facility.
- Handled confidential information with discretion and professionalism.
- Answered and transferred incoming calls to appropriate departments, personnel or outside lines.
- Routed emergency calls to the appropriate department or personnel.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Completed connections between callers, departments and professionals.
- Accurately transcribed message details and promptly relayed to appropriate recipients.
- Provided training and coaching to new PBX operators.
- Monitored and recorded daily phone activity in log book.
- Addressed customer concerns professionally in order to provide satisfactory solutions.
Administrative Coordinator
Ace Hardware
Orange City
03.2024 - 04.2025
- Coordinated daily operations between departments to ensure smooth workflow.
- Managed scheduling and logistics for team meetings and events.
- Developed and maintained filing systems for critical documents and records.
- Assisted in training new staff on office procedures and software tools.
- Communicated effectively with vendors to facilitate supply orders and deliveries.
- Organized office supplies inventory to support team needs efficiently.
- Provided assistance during special projects or events as needed.
- Organized and maintained filing systems for sensitive documents.
- Assisted with onboarding of new employees by providing information packets and training materials.
Education
Deltona High School
Deltona, FLSome College (No Degree) - Ultrasound/ Nursing
Daytona State College
Daytona Beach, FLSkills
- Call routing and management
- Multi-line switchboard operation
- Emergency response coordination
- Record keeping
- Document organization
- Time management
- Answering questions
- Switchboard knowledge
- Alarm reporting
- Switchboard operations
- Confidentiality
- Typing speed
- Flexibility
- Empathy and patience
- Calm demeanor
Timeline
Administrative Coordinator
Ace Hardware
03.2024 - 04.2025
Switchboard Operator
AdventHealth
04.2022 - 05.2026
Deltona High School
Some College (No Degree) - Ultrasound/ Nursing
Daytona State College