Jacqueline Kelley
Hanover Park,IL
Summary
A Switchboard Operator with 19 years of experience facilitating communication in a technical IT settings. Strong multi-tasking and technical troubleshooting ability. Opening cases to support the the clients and IT support team. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Versatile Switchboard Operator skilled in managing high-volume work in fast-paced IT environments. Experienced opening cases, connected to correct support team and problem solving.
Overview
19
19
years of professional experience
Work History
Switchboard Operator
CDK Global, ADP Dealer Services
04.2003 - 07.2022
- Improved call efficiency by effectively routing and managing incoming calls for a busy office environment.
- Enhanced customer satisfaction by promptly addressing inquiries and directing them to the appropriate department.
- Maintained accurate records of all calls, ensuring timely follow-ups and resolution of issues.
- Assisted in reducing hold times with swift call handling and efficient use of switchboard system features.
- Updated company directory regularly, ensuring accurate contact information for all employees and departments.
- Managed high volume of calls during peak hours, maintaining composure under pressure while efficiently handling each caller''s needs.
- Facilitated emergency response efforts by swiftly connecting callers to relevant personnel or services when necessary.
- Collaborated with team members to identify process improvements, resulting in more efficient call handling procedures.
- Supported company initiatives by participating in cross-training opportunities, expanding skill set beyond switchboard operation duties.
- Delivered excellent customer service through active listening skills and empathetic problem-solving approaches with callers'' concerns or complaints.
- Demonstrated flexibility in adjusting work schedule to cover shifts during periods of high call volume or staff shortages, maintaining seamless phone coverage at all times.
- Contributed to positive workplace culture by fostering a collaborative environment and assisting colleagues when needed.
- Documented messages and forwarded to correct individual.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Opening IT cases, maintaining strong attention to detail and accuracy. Setting call back expectations. Using Clarify program.
Education
GED -
GED
Elgin, ILSkills
- Multi-Line Phone
- Call Routing
- Excellent Verbal Communication Skills
- Message Taking
- Answering Questions
- Problem Solving
- Conflict Resolution
- Flexibility
- Critical Thinking
- Decision Making
- Record Keeping
- Technical Proficiency
Timeline
Switchboard Operator
CDK Global, ADP Dealer Services
04.2003 - 07.2022
GED -
GED
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