Paulina Garcia Gonzalez
Gainesville,TX
Summary
Detail-oriented PBX Operator with a strong background in telephone operations and switchboard management. Proven ability to train new employees, optimize call handling processes, and maintain high standards of professionalism while addressing customer inquiries and concerns.
Overview
4
4
years of professional experience
Work History
PBX Operator
Winston Hospitality
Thackerville, OK
12.2021 - 01.2026
- Operated PBX system to manage incoming and outgoing calls efficiently.
- Assisted in routing calls to appropriate departments or personnel.
- Maintained accurate records of call logs and messages for effective communication.
- Provided front-line customer service by addressing inquiries and resolving issues promptly.
- Monitored and adjusted call volumes during peak hours to ensure optimal performance.
- Collaborated with team members to enhance operational workflows and reduce wait times.
- Maintained a high level of professionalism while assisting callers in various situations, including emergencies and complaints.
- Developed familiarity with company policies to ensure compliance during call handling processes.
- Entered customer information, inquiries and resolutions in company systems for performance tracking and service review purposes.
- Attended safety training meetings to learn procedures for handling medical and fire emergency calls.
- Kept records of calls placed and charges incurred.
- Contributed to cost savings by monitoring long-distance calls and enforcing company telecommunication policies.
- Organized voicemail systems and message retrieval processes, enabling team members to access important information quickly.
- Facilitated after-hours support by forwarding essential calls to designated on-call staff members promptly and accurately.
- Created and maintained company phone directory with current extensions and staff information.
- Answered calls on 2 ring and engaged customers with friendly, professional demeanor.
- Maintained an up-to-date knowledge of industry trends and advancements in PBX technology, ensuring optimal performance.
- Assisted management in identifying areas for improvement within telecommunications infrastructure based on daily observations.
- Kept detailed records of all incoming, outgoing, and transferred calls using advanced logging software tools for reporting purposes.
- Enhanced communication between departments by promptly transferring calls and providing accurate information.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Ensured the timely resolution of any technical issues with PBX systems by collaborating with IT support staff and vendors.
- Collaborated with front desk personnel to ensure timely responses to guest inquiries or requests for assistance.
- Improved customer satisfaction by efficiently handling and routing incoming calls to appropriate departments.
- Reduced caller wait times, ensuring swift and accurate call transfers to the correct extensions.
- Updated staff directories regularly, guaranteeing accurate contact information for efficient call transfers.
- Streamlined call processing time with the effective usage of PBX software and hardware systems.
- Trained new employees on PBX operating procedures and best practices, fostering consistency across the team''s performance levels.
Education
High School Diploma -
Gainesville High School
Gainesville, Texas, TXSkills
- Operating switchboards
- Telephone operations
- Answering questions
- Strong telephone etiquette
- Multitasking
- Active listening
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
PBX Operator
Winston Hospitality
12.2021 - 01.2026
High School Diploma -
Gainesville High School