SHAROLYN SILAS
Fairfield,CA
Summary
Dynamic professional with extensive experience as a Telephone Operator at SFIA and Alarm Dispatcher at Twilight Security. Proven ability in emergency response and client service, enhancing team performance through effective training. Recognized for exceptional communication skills and adept call routing, consistently improving caller satisfaction and operational efficiency.
Overview
33
33
years of professional experience
Work History
Telephone Operator
SFIA
01.2009 - Current
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
- Connected callers with appropriate professional, department, or business.
- Assisted in training new staff on call handling procedures, elevating overall team performance.
- Adapted to new technologies and systems quickly, maintaining high service standards.
Alarm Dispatcher
Twilight Security/Americom Central Station
01.1992 - 12.2009
- Reduced false alarms by verifying incident details before dispatching emergency personnel, saving time and resources.
- Trained new employees in various procedures and gave feedback on daily work performance to increase productivity and caller satisfaction.
- Assisted in training new employees on alarm dispatch procedures, contributing to a knowledgeable and prepared workforce.
- Managed multiple phone lines simultaneously while maintaining composure under pressure, ensuring consistent performance during peak periods.
- Maintained up-to-date knowledge of industry regulations, guidelines, and best practices to ensure compliance within the dispatch center.
- Provided exceptional customer service by calmly addressing concerns from callers during stressful situations.
Education
High School Diploma -
Balboa High
San Francisco06-1980
Skills
- Professional communication
- Client service
- Clear communication
- Typing speed
- Emergency response
- Call routing
- Paging systems
- Excellent phone demeanor
- Call transfers
Timeline
Telephone Operator
SFIA
01.2009 - Current
Alarm Dispatcher
Twilight Security/Americom Central Station
01.1992 - 12.2009
High School Diploma -
Balboa High
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