Monica Smith

• Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
• Identified cases requiring additional resources and interventions, reaching out to supervisor to determine best next steps.
• Eliminated risks and emergency response delays by efficiently monitoring public safety field units.
• Provided step by step assistance to passenger(s) stuck inside elevators
• Monitored elevator call boxes/help phones/Call boxes and dispatched the appropriate authorities

Answer agent calls, facilitating agent development toward self-sufficient through guidance on applicable resources.

Provide answers on technical call processes based on system being utilized and provide first level tech support for (work at home) group.

Take over escalated calls in response to customer request to speak with the agents supervisor.

Contact Hilton Worldwide properties for answers specifics to hotel related polices.

Research and resolve quality control errors or forward to management for further escalation.

Provided compensation to our guest and resolved hotel related escalations

SKILLS

Deficiency documentation, Customer education, Service ticket tracking, Technical support Service desk support, Call center experience, Problem resolution and Customer service Supervision