Rhonda Cooper-Isaac
Orlando Health - Health Central Hospital
Orlando,FL
16
years of professional experience
Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Work History
Call Center/Security/Engineering Dispatcher - Supv
16 Years 6 Months- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Trained team members on performance metrics and consumer behavior identification.
- Developed process controls and metrics for daily management of call center.
- Operated and monitored fire alarm and security CCTV systems to maintain building safety.
- Leveraged two-way radio or telephone to dispatch security officers or other personnel.
- Answered alarms, investigated disturbances and contacted law enforcement personnel to escalate crises.
- Communicated with security team and building supervisors using two-way radios, mobile phones and other technological devices.
- Watched different facility areas from central location via different CCTV feeds, obtaining maximum coverage of important areas.
- Coordinate, order, schedule and receive work for the engineering personnel.
- Complete accurate, and timely date entry of work orders using the Soleran program to engineering personnel.
- Dispatch work orders and calls for service to engineering personnel using a two-way radio.
Education
A.A. - Business Administration
High School Diploma
Skills
Scheduling and Coordinating
Managing Operations and Efficiency
Maintaining Clean Work Areas
Call Center Software
Staff Training
Employee Support
Keyboard Entry
Data Communications
Employee Performance Reviews
Data Accuracy
Customer Care
Payroll Administration
Timeline
Call Center/Security/Engineering Dispatcher - Supv
Orlando Health - Health Central Hospital
05.2010 - CurrentRead More
Astronaut High School
High School Diploma
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Brevard Community College
A.A. from Business Administration
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