ROSAURA RAMOS
Pacoima,CA
Summary
Experienced Switchboard Operator with background in managing and directing high volumes of incoming calls. Demonstrated strengths in customer service, multitasking, and troubleshooting technical issues. Known for maintaining professionalism under pressure and contributing to efficient office operations. Successfully improved overall call handling efficiency in previous role.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Switchboard Operator
USC Verdugo Hills Hospital
Glendale, CA
11.2012 - Current
- Connected callers with appropriate professional, department or business.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Announced important information and emergency notifications over PA system.
- Trained and mentored new PBX operations employees.
- Maintained up-to-date knowledge of emergency call procedures.
- Answer high volume of calls, print census, locate patients, transferred calls to patients and floors.
- Multitask between monitored alarms, dispatching, maintenance, security on two-way radio, and environmental department.
- Handled all calls for maintenance facility, submitting work orders for hospital employees, approving, and assigning engineering on duty.
- Submit and Approve work order request with Hippo CMMS system.
- Scheduling and Approving conference rooms for staff and community.
Switchboard Operator, Reservation Agent
HOLIDAY INN BURBANK
Burbank, CA
02.2007 - 11.2011
- Answer Incoming calls.
- Direct calls to guest rooms, staff, or departments through the switchboard or PBX System.
- Set and log wake up call request.
- Provide information about hotel services to guests.
- Maintenance request for guest or staff.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Worked closely with front desk to achieve full occupancy of property.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
Pbx Operator, Front Desk Agent
Hilton Woodland Hills
Canoga Park, CA
05.2002 - 01.2007
- Collected room deposits, fees, and payments.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Trained new team members on company procedures, customer service and issue resolution.
- Sorted, received, and distributed mail correspondence between departments and personnel.
Education
Nursing -LVN Program - Burbank, CA
Community Enhancement Services - CES College
Burbank, CA11-2024
GED/High School Diploma - Sylmar, CA
Los Angeles Mission College
Sylmar, CA01.2020
Skills
- Directory management
- Telephone communication skills
- Spanish fluency
- Event coordination
- Telecommunications oversight
- Call routing optimization
- Work order processing
Certification
- BLS Certified
- LA County Fire Card certification
References
- Olga Cedeno, Communications Manager, Usc Verdugo Hills Hospital, 1812 Verdugo Blvd., Glendale, CA, 91208, 818-669-6153, Olga.Cedeno@med.usc.edu
- Miguel Gonzalez, Associate Administrator, Support Services, Keck Medical Center of USC, 1500 San Pablo St., Los Angeles, CA, 90033, 323-865-5467, Miguel.Gonzalez@med.usc.edu
Timeline
Switchboard Operator
USC Verdugo Hills Hospital
11.2012 - Current
Switchboard Operator, Reservation Agent
HOLIDAY INN BURBANK
02.2007 - 11.2011
Pbx Operator, Front Desk Agent
Hilton Woodland Hills
05.2002 - 01.2007
Nursing -LVN Program - Burbank, CA
Community Enhancement Services - CES College
GED/High School Diploma - Sylmar, CA
Los Angeles Mission College