Summary
Overview
Work History
Education
Skills
Work Availability
Accomplishments
Timeline
BusinessAnalyst

Negril (Niecy) Starling

Longview,TX

Summary

Approachable- Personable and energetic . Motivated to building productive relationships, resolving complex issues and winning customer loyalty.

Highly experienced Admin - CSR- Member Service Coordinator , Accounting and HR experience / Leader with over 22 +years of experience in Customer Service- Call Centers- Telecommunication.

Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements.

Personable and professional under pressure. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team and company goals.

Empathetic Emergency Dispatch Operator with excellent communication and data processing skills. CPR certified to perform well in high-pressure situations. Possessing a 45-50 wpm typing speed, timely and organized.

Overview

21
21
years of professional experience

Work History

Emergency Dispatch Operator (Hybrid)

American Communication
08.2023 - Current
  • ( ONLY A PART-TIME POSITION)
  • Received incoming telephone and alarm system calls regarding emergency and non-emergency situations and dispatched appropriate police, fire and ambulatory services to premises.
  • Answered multi-line phone systems, transferred calls and determined call priority while performing quick and efficient customer service for - Adapt Health, Hospice Health Care, Doctor Offices and esc..
  • Routed calls to police, fire, and ambulance service to meet individual call needs.
  • Read system maps and caller information, and documented details in system.
  • Dispatched and coordinated emergency services teams according to high-priority calls.
  • Followed established protocols for professional handling of emergency situations.
  • Provided on-the-job training and coaching to develop new dispatchers.

Admin HR Administrator/Member Service Specialist

INDEVCO Plastics
03.2020 - 11.2023
  • Met customer call guidelines for service levels, handle time and productivity.
  • Resolved and De-esc customer concerns and issues within 24 hrs
  • Provided primary customer support to internal and external customers/employees.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Processed documentation for employee actions such as new hires, grievance resolutions and terminations.
  • Reviewed and screened applicant resumes to identify qualified candidates.
  • Maintained healthcare insurance benefits and payroll information by calculating, collecting and entering data.
  • Processed payrolls on regular basis for more than 120 employees nationally and confirmed hours worked.
  • Assisted with recruitment process by posting job ads, filtering applications, scheduling interviews, assisting in interview process and drafting offer letters.
  • Worked with using E-Verify, ADP for Payroll.
  • Mostly importantly maintain confidentially .

Customer Care Supervisor (HBA) Remotely

Verizon Wireless
08.2003 - 02.2020
  • Manage team of 15-22 Customer Care Specialist/Advocate Reps
  • Provides Direction - affecting decisions in routine matters
  • Management/Leadership disciplinary actions
  • Managed employees +50 + customer calls and complaints
  • Floor Support for call center staff, assisted co-workers with questions and resolutions for customer issues
  • MST and Trainer = Management support of peers with escalation assistance, support in management's absence, peer to peer consultation to diffuse escalations (promoting self development - To use the correct tools and knowledge sources) ,
  • Monitored performance, gave feedback, taught new hires the process of how to complete call from Introduction until closing
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
  • Developed sound judgment in application of policies, procedures, and guidelines Identify team/individual trends in and ability to lead productivity and training issues

Education

Business AdministrationGeneral Business Certificates -

Stephen F Austin University
Nacogdoches, TX
2000

Skills

  • Hybrid Customer Service / Member Services
  • Front Desk / Receptionist Admin Assistant Duties
  • Multi Line Phone Operator - Emergency Dispatcher
  • Coaching - Leadership and Communication/Supervisory skills
  • Payroll-HR- and Health Benefits Administration/Information Security
  • Claims/ Enrollment Insurance Processing
  • Manager -Trainer- for CSR and Admin
  • Recruitment and Employee onboarding
  • Remote safe office environment
  • Call Center Customer Service
  • Emergency Assistance

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments

  • Supervised team of 18 & up staff members.
  • Achieved goals through effectively helping management team brainstorm the importance of being on frontline for csr. Decrease turnover from 80% to 20% within 2 months .

Boost and motivated my peers plus other department supervisors .

  • Collaborated with team of 8 + in the Project of the Retention Team.

Timeline

Emergency Dispatch Operator (Hybrid)

American Communication
08.2023 - Current

Admin HR Administrator/Member Service Specialist

INDEVCO Plastics
03.2020 - 11.2023

Customer Care Supervisor (HBA) Remotely

Verizon Wireless
08.2003 - 02.2020

Business AdministrationGeneral Business Certificates -

Stephen F Austin University

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Negril (Niecy) Starling