Porsha Taifa
Escondido,CA
Summary
Technology professional skilled in managing customer interactions, system performance, and team collaboration. Expertise in triaging inquiries and optimizing communication processes to ensure timely resolutions and enhance customer experiences. Strong commitment to quality service and continuous improvement in dynamic environments.
Overview
18
18
years of professional experience
Work History
PBX Operator/PSR
Cardinal Health
La Jolla, USA
09.2025 - Current
- Answered calls promptly and professionally, greeting callers courteously.
- Identified call purposes and triaged inquiries effectively.
- Directed calls to appropriate departments or individuals.
- Operated switchboard and phone systems to facilitate clear communication across departments.
- Handled frequently asked questions to streamline caller assistance.
- Scheduled patient appointments while ensuring accurate demographic updates.
- Documented call details for accurate tracking and reporting.
- Managed record requests and digitized data using imaging software to maintain organized patient files.
Switchboard Operator
Ascension Alexian Brothers Hospital
Elk Grove Village, USA
07.2023 - 09.2025
- Operated hospital switchboard to ensure rapid and accurate routing of high-volume calls.
- Coordinated urgent communications with clinical teams to ensure timely relay of critical messages.
- Directed calls to appropriate hospital departments and staff members for optimal service delivery.
- Assisted with emergency communication protocols during critical situations to improve response effectiveness.
- Trained new staff on switchboard operations and emergency protocols for effective onboarding.
- Maintained desk directories for immediate access to contact information, facilitating efficient workflows.
- Monitored call logs for accuracy, documenting communications in compliance with hospital policy.
- Analyzed telecommunication systems to identify faults and restore service swiftly.
Packaging Associate
Elite Staffing/ Pactiv Evergreen
Chicago, USA
11.2017 - 07.2023
- Operated packaging machinery to enhance throughput and maintain production pace.
- Oversaw manual and automated packaging tasks, ensuring packing accuracy and compliance.
- Inspected finished products for quality assurance and compliance with standards.
- Labeled packaged items for shipment to ensure accurate identification and traceability.
- Utilized automated scaling machine to pack cartons, minimizing mislabels and damaged shipments.
- Coordinated packaging efforts with shipping department to align with dispatch schedules.
- Trained new associates on packaging procedures and equipment safety, enhancing team readiness.
- Maintained organized packaging workstations while reporting inventory shortages to supervisors.
Customer Service Specialist
City Of Mesa
Mesa, USA
07.2010 - 11.2016
- Achieved high customer satisfaction through one-call resolutions.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Monitored call queues daily to ensure prompt responses and minimize customer wait times.
- Resolved escalated billing disputes, restoring account balances and preventing service interruptions.
- Handled customer payments accurately to maintain account integrity. and established payment plans to maintain account status and reduce delinquencies.
- Investigated complaints to identify root causes and implement corrective actions, enhancing overall customer experience.
- Trained new hires on products and best practices to enhance process consistency.
- Relayed customer feedback to cross-functional teams, facilitating product improvements based on customer insights.
Licensed Property and Casualty Insurance Agent
Progressive Insurance
Phoenix, USA
12.2008 - 07.2010
- Sold auto, home, and life insurance products to individuals and affinity groups, aligning solutions with client needs.
- Recommended coverage types and amounts based on comprehensive client evaluations.
- Customized insurance programs through detailed needs analysis, enhancing policy fit and retention.
- Reviewed policy applications for accuracy, expediting approvals with underwriters to ensure timely service.
- Achieved top sales performance contributing significantly to team revenue goals.
- Built client base via networking, referrals, and cold calling to drive new business growth.
- Researched insurance packages and investment options to deliver tailored coverage recommendations.
- Trained new agents on industry best practices and company policies, fostering team proficiency and knowledge transfer.
Education
High School Diploma -
Josephinum High School
Chicago, IL06-1994
Some College (No Degree) -
Loyola University Chicago
Chicago, ILSkills
- Telecommunication software
- Call management techniques
- Call routing
- Call documentation practices
- Call performance metrics
- Operational communication
- Customer relationship management
- Account management
- Payment processing
- Issue resolution
- Quality assurance
- Data analysis
- Team collaboration
- Order coordination
- Adaptability and flexibility
- Problem solving
- Decision making
- Communication skills
- Written communication
- Multitasking
- Attention to detail
- Sales techniques
- Decision making
- Appointment scheduling
- Call triaging
Timeline
PBX Operator/PSR
Cardinal Health
09.2025 - Current
Switchboard Operator
Ascension Alexian Brothers Hospital
07.2023 - 09.2025
Packaging Associate
Elite Staffing/ Pactiv Evergreen
11.2017 - 07.2023
Customer Service Specialist
City Of Mesa
07.2010 - 11.2016
Licensed Property and Casualty Insurance Agent
Progressive Insurance
12.2008 - 07.2010
High School Diploma -
Josephinum High School
Some College (No Degree) -
Loyola University Chicago