Rosanna DIVINS
LANCASTER
Summary
Dynamic communications professional with extensive experience at the City of Los Angeles Department of Transportation. Proven expertise in customer service and data entry, adept at coordinating multi-agency communications during emergencies. Recognized for attention to detail and reliability, consistently enhancing operational efficiency and fostering collaborative team environments.
Overview
24
24
years of professional experience
Work History
Senior Communications Operator II
City Of Los Angeles Department Of Transportation
North Hollywood
08.2004 - Current
- Answered incoming calls and routed to the appropriate personnel.
- Operated multi-line phone systems to route incoming calls accurately.
- Coordinated communications between various public safety agencies during large scale incidents or disasters.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Maintained knowledge of applicable federal, state, local laws and regulations related to public safety operations.
- Entered information and updated client records following telephone interactions.
- Reported any malfunctions or errors found in communications equipment immediately.
- Recorded detailed information from callers into computer system.
- Processed emergency and non-emergency calls for police, fire, ambulance services, and other municipal departments.
- Evaluated performance of Communications Operators on an ongoing basis and provided feedback and coaching when necessary.
- Performed administrative duties such as filing reports, data entry, updating databases.
- Prioritized and organized tasks to efficiently accomplish service goals.
WIC Clerk
Av Hospital
Lancaster
03.2001 - 08.2004
- Performed clerical duties such as filing paperwork, copying documents, faxing forms.
- Provided technical assistance to staff on using automated systems related to WIC operations.
- Explained eligibility details and affordability options to patients with kindness and respect.
- Inputted data into computer systems, such as participant demographics and transaction information.
- Conversed with people from different cultures daily, providing high level of respect and patience with each interaction.
- Coordinated with other departments to promote prompt processing of client applications.
- Maintained confidentiality of sensitive client information according to HIPAA standards.
- Organized and maintained accurate records of client information and transactions.
- Answered questions from clients concerning program rules, regulations and benefits.
- Reviewed applications to verify client information and resolve discrepancies.
- Assisted customers with WIC eligibility requirements and benefits.
- Assisted in developing educational materials for clients on proper use of WIC benefits.
- Processed applications for new WIC participants, including verifying eligibility.
- Issued checks or vouchers to clients for purchasing approved food items at authorized stores.
- Maintained positive working relationship with fellow staff and management.
Education
High School Diploma -
Antelope Valley College
Lancaster, CASkills
- Customer service
- Data entry
- Communication systems
- Record keeping
- Team collaboration
- Problem solving
- Scheduling
- Radio operation
- Excellent communication
- Organizational skills
- Reliability
- Attention to detail
- Problem-solving aptitude
Timeline
Senior Communications Operator II
City Of Los Angeles Department Of Transportation
08.2004 - Current
WIC Clerk
Av Hospital
03.2001 - 08.2004
High School Diploma -
Antelope Valley College
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