NICOLE CAFFREY
Joliet,IL
Summary
Resourceful Switchboard Operator known for high productivity and efficient task completion. Skilled in rapid call handling, accurate information dissemination, and effective communication management. Excel in active listening, problem-solving, and interpersonal skills, ensuring smooth operation and customer satisfaction.
Overview
8
8
years of professional experience
Work History
Switchboard Operator/Scheduler
Ascension St. Joseph Hospital
06.2023 - Current
- Answered calls on 2nd ring and engaged customers with friendly, professional demeanor.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Announced important information and emergency notifications over PA system.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
- Operated switchboard and routed incoming calls to appropriate departments.
- Documented messages and forwarded to correct individual.
- Connected callers with appropriate professional, department, or business.
- Created and maintained company phone directory with current extensions and staff information.
Member Service Rep
Abri Credit Union
03.2022 - 01.2023
- Building customer relationships
- Processing transitions
- Educating customers on products
- Consolidation Of debts
- Opening new accounts
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
Customer service Rep
ADT Security System
09.2019 - 03.2022
- Making calls to check on the safety of customers
- Retaining ADT customers with problem solving skills
- Updating customers accounts
- Relaying important information about their life-safety systems
- Solving billing issues
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
Pharmaceutical Sales Rep
Prime Therapeutics
05.2016 - 09.2019
- Answer member calls
- Review claims
- Find affordable solutions
- Assist with audits
- Assist with risk management.
- Educated physicians and pharmacists on drug use, benefits, dosage and risks.
- Communicated with customers by employing effective selling, listening and negotiation skills while using proper terminology, approved messaging and branded materials.
Skills
- MSB ProgramNexxgen
- Program Truecare
- Complex Product Knowledge
- Debit collection's
- Self Motivated
- Critical Thinking Skills
- Correspondence Writing
- Document and Records Management
- Understanding Customer Needs
- Billing Adjustments and Refunds
- Customer Retention Strategies
- Clear Verbal Communication Skills
- Member Retention
- Customer Account Management
- Merchandise Orders and Exchanges
- Telephone Operations
- Reservation Coordination
- Operating Switchboards
- Loan Counseling
- Customer Data Confidentiality
- External Audits
- Call Volume Analysis
- POS Systems and Ordering Platforms
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
- Loan Disbursement
- Credit Card Applications
- Customer Standards Compliance
- Debt Determination
- Accurate Recordkeeping
- Administrative and Office Support
- Service Recommendations
Timeline
Switchboard Operator/Scheduler
Ascension St. Joseph Hospital
06.2023 - Current
Member Service Rep
Abri Credit Union
03.2022 - 01.2023
Customer service Rep
ADT Security System
09.2019 - 03.2022
Pharmaceutical Sales Rep
Prime Therapeutics
05.2016 - 09.2019
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