Kevin Smith
Albuquerque,NM
Summary
Proven track record at Sandia Resort & Casino, enhancing switchboard efficiency and customer satisfaction through meticulous call routing and message accuracy. Leveraged strong listening skills and computer proficiency to streamline operations, demonstrating dependability and a commitment to excellence. Achieved significant improvements in communication and operational workflows, embodying a results-driven approach. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
13
13
years of professional experience
Work History
PBX Switchboard Operator
Sandia Resort & Casino
11.2019 - 01.2024
- Streamlined switchboard management by updating internal directories and contact information regularly.
- Improved communication within the organization through accurate message taking and timely delivery.
- Served as a valuable resource for colleagues seeking assistance with phone system features or troubleshooting issues related to connectivity or call quality.
- Participated in ongoing training opportunities to stay current on industry best practices for switchboard operations and telecommunications technology advancements.
- Enhanced customer satisfaction by efficiently routing calls to appropriate departments and personnel.
- Demonstrated attention to detail when recording messages, ensuring accuracy in content and delivery method according to recipient preferences.
- Collaborated with IT department in identifying opportunities for system improvements or upgrades that would positively impact overall efficiency of switchboard management processes.
- Contributed to a positive work environment with a friendly demeanor while interacting with customers, colleagues, and visitors.
- Promoted security measures by verifying caller identities before granting access to sensitive information or connecting them with key personnel.
- Maintained thorough knowledge of company services, products, and personnel to provide accurate information during call transfers.
- Reduced call wait times by promptly answering incoming calls and addressing inquiries with professionalism.
- Maintained an organized workspace, ensuring that necessary resources such as directories, phone lists, and manuals were easily accessible during daily operations.
- Assisted new employees in learning the ropes of the PBX system by providing training and guidance on proper procedures.
- Provided reliable assistance in emergency situations, following established protocols for contacting appropriate personnel or authorities.
- Facilitated effective communication between departments through efficient routing of internal calls and messages.
- Promoted a professional image of the company by consistently providing a polished and courteous demeanor while interacting with all callers.
- Increased company reputation with excellent customer service, handling high-volume phone traffic with courtesy and efficiency.
- Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- Ensured smooth business operations by managing multiline phone systems, voicemail boxes, and paging systems effectively.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Operated switchboard and routed incoming calls to appropriate departments.
- Followed up on customer inquiries to confirm issues were adequately addressed.
- Received incoming calls and paged individuals and departments over PA system.
Buffet Cook
Sandia Resort & Casino
04.2012 - 11.2019
- Ensured proper food temperatures were maintained throughout service, preserving dish quality and preventing potential health hazards.
- Successfully managed a diverse array of buffet stations, including carving stations, made-to-order omelets, and dessert displays.
- Adhered to portion control standards when plating meals, reducing excess costs associated with waste or inconsistent serving sizes.
- Collaborated with the culinary team to develop new menu items for seasonal specials and promotional events.
- Enhanced customer satisfaction by consistently preparing and presenting high-quality buffet dishes.
- Demonstrated strong multitasking abilities by effectively managing multiple dishes simultaneously during peak hours.
- Actively contributed to creating a positive work atmosphere, fostering teamwork among fellow cooks and staff members.
- Provided valuable input during menu planning meetings, offering suggestions based on seasonal ingredients and popular culinary trends.
- Assisted with training new hires, ensuring they were familiar with buffet cook duties and responsibilities.
- Cooked meals according to administrative policies, health code regulations and food service standards.
- Measured, weighed, and mixed appropriate ingredients according to recipe directions.
- Monitored food temperatures throughout preparation and serving process.
- Trained and supervised new kitchen staff on food preparation and safety protocols.
Dishwasher
Sandia Resort & Casino
02.2011 - 04.2012
- Kept kitchen areas neat and clean by removing trash and organizing supplies.
- Followed supervisor instructions to complete tasks on time.
- Kept work area clean, dry, and free of debris to prevent incidents and accidents.
- Kept dishes, utensils and glassware clean and rotated following safety standards set by restaurant.
- Completed extra cleaning work on garbage cans, racks, dry storage areas and other fixtures to keep kitchen spotless.
- Completed additional cleaning tasks within the kitchen area, contributing to an overall sanitary work environment.
- Cleared, washed and stacked all plates, dining utensils, and trays quickly and without breaking.
- Worked with chemicals such as detergent, rinse agents, and sanitizers to protect customer health.
- Delivered washed dishes to various stations throughout restaurant to help team stay productive and focused on customer needs.
Direct Care Manager
Bright Horizons
10.2010 - 02.2012
- Managed staff schedules efficiently, ensuring optimal coverage and maintaining high-quality care for clients.
- Provided personalized coaching to direct care staff, promoting professional growth and improved job performance.
- Safeguarded client privacy by adhering to strict confidentiality guidelines during all aspects of case management.
- Ensured compliance with regulatory standards by conducting thorough audits of facility procedures and policies.
- Improved team communication by conducting regular meetings and providing ongoing feedback to direct care staff.
- Developed targeted training sessions for direct care staff designed to address identified skill gaps or areas needing improvement.
- Optimized budget allocation by closely tracking expenses and identifying cost-saving measures where appropriate.
- Streamlined documentation processes, resulting in more accurate and timely reporting of client progress.
- Prioritized client-centered care by regularly soliciting feedback from clients and their families regarding services provided.
- Enhanced client well-being by developing individualized care plans and implementing customized interventions.
- Ordered all pharmacy supplies and kept check on inventory levels.
Education
High School Diploma -
Albuquerque High School
Albuquerque, NM05.2007
Skills
Strong Listening Skills
Dependability
Active Learning
Stress Tolerance
Switchboard Operation
Call routing expertise
Message Taking Accuracy
Excellent Phone Demeanor
Computer Skills
Clear Communication
Typing Skills
Greeting customers
Professional Communication
Flexible Schedule
Telephone reception
Follow-up skills
Information assistance
Emergency Response
Records Management
Recordkeeping
Call Routing
Clerical Support
Paging Systems
Switchboard management
Timeline
PBX Switchboard Operator
Sandia Resort & Casino
11.2019 - 01.2024
Buffet Cook
Sandia Resort & Casino
04.2012 - 11.2019
Dishwasher
Sandia Resort & Casino
02.2011 - 04.2012
Direct Care Manager
Bright Horizons
10.2010 - 02.2012
High School Diploma -
Albuquerque High School
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