Jennifer Poyer
Kirtland
Summary
Results-driven PBX Supervisor with over 16 years of experience in managing communication services and training teams. Committed to implementing technology upgrades and improving customer service levels, ensuring optimal productivity and employee performance.
Overview
17
17
years of professional experience
Work History
PBX Supervisor
Ute Mountain Casino Hotel
Towaoc
06.2009 - Current
- Supervised daily operations of PBX systems and communication services.
- Managed scheduling of staff to ensure optimal coverage and service levels.
- Trained and mentored staff on telephone protocols and customer service skills.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Collaborated with management to implement new communication technologies and processes.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Guided employees in handling difficult or complex problems.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Recruited, interviewed and selected employees to fill vacant roles.
- Interpreted and explained work procedures and policies to brief staff.
- Updated personnel directory to keep telephone extensions and employee information current.
- Completed connections between callers, departments and professionals.
- Operated telephone switchboard to provide information, take messages and forward calls.
- Handled incoming and outgoing calls according to standard operating procedures.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Assisted in planning and implementing upgrades to improve customer service levels.
Education
High School Diploma -
Whitehorse High School
Montezuma Creek, UT05-1992
Skills
- PBX management
- Computer skills
- Manage & publish PBX schedule in Paycom
- Approve PBX Timecards in Paycom
- Input PTO requests through personnel action forms in Paycom
- Input performance discussions in Paycom
- Print out employee roster from Paycom
- check which employees are clocked in & out on Paycom
Timeline
PBX Supervisor
Ute Mountain Casino Hotel
06.2009 - Current
High School Diploma -
Whitehorse High School