Shawntae Gowdy
Chicago,IL
Summary
Dedicated Switchboard Operator experienced in managing high volumes of incoming calls and maintaining efficient office operations. Improved call handling efficiency through strong customer service, multitasking, and troubleshooting skills. Demonstrated exceptional time management and organizational capabilities in fast-paced environments.
Overview
18
18
years of professional experience
Work History
Switchboard Operator
Opensity Solutions
Chicago, IL
12.2010 - Current
- Operated switchboard to manage incoming and outgoing calls efficiently.
- Directed callers to appropriate departments using clear communication skills.
- Maintained accurate and up-to-date phone directory for staff reference.
- Coordinated with team members to ensure seamless call routing processes.
- Recorded messages accurately for staff unable to take calls immediately.
- Monitored call traffic patterns to optimize staffing during peak times.
- Answered and transferred incoming calls to appropriate departments, personnel or outside lines.
- Routed emergency calls to the appropriate department or personnel.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Facilitated seamless connections between callers and departments to improve communication efficiency.
- Accurately transcribed message details and promptly relayed to appropriate recipients.
- Ensured that all communication systems were functioning properly at all times.
- Trained and coached new switchboard operators to enhance team performance.
- Monitored and recorded daily phone activity in log book.
- Performed basic troubleshooting procedures when technical problems arose with the switchboard equipment.
- Operated telephone switchboard and routed calls to correct destination.
- Assisted staff with technical issues by performing simple troubleshooting and registering helpdesk tickets with IT department.
- Used reference files to answer simple questions about client business.
Facilities Coordinator
Opensity Solutions
Chicago, Illinois
12.2010 - Current
- Coordinated facility maintenance schedules and ensured timely service delivery.
- Managed vendor relationships to maintain operational efficiency and service quality.
- Oversaw inventory management of supplies and equipment for facilities operations.
- Conducted regular inspections to identify maintenance needs and prioritize repairs.
- Facilitated communication between departments to support facility-related initiatives.
- Checked common areas and conference rooms regularly to verify cleanliness and order.
- Assisted with relocations and remodeling projects, including ordering furniture and supplies.
- Conducted regular inspections of building systems, such as plumbing and electrical wiring, to identify potential problems before they arise.
- Collaborated with other departments on projects that required cross-functional coordination.
Conference Service Staff Member
Opensity Solutions
Chicago, IL
12.2010 - Current
- Coordinated event logistics for large-scale conferences and meetings.
- Assisted with setup and breakdown of conference equipment and materials.
- Managed attendee registrations and provided on-site support during events.
- Facilitated communication between event organizers and service teams.
- Trained new staff on operational procedures and customer service standards.
- Maintained records related to event details such as attendance numbers or financial transactions.
- Facilitated onsite registration check-in procedures for attendees.
- Conducted pre-event walkthroughs to ensure all elements were ready for the day of the event.
- Assisted in the setup of meeting rooms with audio and visual equipment and seating arrangements.
- Collaborated with vendors to secure necessary supplies or equipment needed for events.
- Answered inquiries from guests regarding available services or facilities at the venue.
- Greeted and welcomed conference attendees.
- Interacted professionally with staff members, vendors, sponsors, and delegates.
- Coordinated catering services for events.
- Set up and tore down equipment for large scale events, conferences and graduations.
- Assisted guests with determining seat location, escorting guests to assigned seating.
- Participated in post-event evaluations to discuss successes and areas for improvement.
- Conducted pre-event briefings for volunteers and staff, ensuring clarity on roles and responsibilities.
- Provided immediate response to guest inquiries, offering information and resolving issues promptly.
- Coordinated setup and breakdown of event spaces, ensuring timely readiness for guests.
- Facilitated smooth guest flow within venues, directing attendees to their seats or designated areas.
- Maintained cleanliness and orderliness of event areas before, during, and after events.
- Greeted or assisted patrons entering or exiting facility.
Mail Clerk
Opensity Solutions
Chicago
04.2010 - Current
- Sorted and distributed incoming mail to appropriate departments.
- Maintained inventory of postage supplies and ordered as needed.
- Operated mailing equipment for efficient processing of outgoing mail.
- Assisted in preparing bulk mailings for distribution to clients.
- Recorded and tracked important documents within the mailing system.
- Ensured adherence to safety protocols while handling mail materials.
- Collaborated with team members to streamline mailing processes.
- Trained new staff on proper mail handling procedures and equipment use.
- Organized outgoing mail for dispatch, including arranging for pickup or delivery by the postal service.
- Received, sorted and organized incoming letters and packages.
- Sorted and distributed incoming mail according to predetermined routing procedures.
- Inspected outgoing mail for accuracy prior to distribution and mailing.
- Responded to inquiries from internal staff regarding mailroom services and procedures.
- Weighed items using electronic scale to calculate shipping costs.
- Tracked parcels using online tracking systems provided by couriers or freight companies.
- Generated reports detailing activities in the mailroom such as package tracking numbers, shipping costs.
- Operated automated equipment such as sorting machines, postage meters, fax machines and copiers.
- Created labels using barcodes or other labeling software programs.
- Maintained a clean work environment by disposing of waste material properly.
- Provided customer service assistance to external customers requiring postal services.
- Adhered to safety regulations while operating machinery in the mailroom area.
- Ensured compliance with federal regulations governing mailing processes.
- Loaded mail into cart to prepare for interdepartmental delivery route.
- Maintained records of all incoming and outgoing mail packages.
- Identified undeliverable mail and applied markups to return to sender.
- Performed data entry tasks associated with the maintenance of mailing lists, address databases and other relevant information.
- Monitored stock levels of materials used in the daily operation of the mailroom.
- Resolved any discrepancies between actual shipments and expected deliveries.
- Scanned documents into electronic filing systems.
- Prepared invoices and other documents for mailing purposes.
- Assisted with inventory control of postage supplies such as stamps, envelopes, labels.
- Maintained accurate records of incoming and outgoing mail.
- Assisted in the planning and execution of special mailing projects.
- Coordinated the pickup and delivery of express mail services (e.g., FedEx, UPS).
- Assisted with the development and implementation of mailroom policies and procedures.
- Performed routine maintenance and troubleshooting on mailroom equipment.
- Trained new mailroom staff on procedures and equipment use.
- Coordinated interoffice mail distribution to multiple locations.
- Conducted regular audits of postal expenses to identify cost-saving opportunities.
- Maintained accurate records of incoming and outgoing packages, including tracking and delivery confirmation.
- Prepared detailed reports on mailroom operations and metrics for management review.
- Coordinated bulk mailings, including folding, stuffing, sealing, and stamping.
- Prepared and processed outgoing mail, ensuring correct postage and timely dispatch.
- Answered telephones, directed calls, and took messages.
Client Services Supervisor
Opensity Solutions
Chicago
09.2008 - Current
- Supervised client service team to enhance customer satisfaction and support.
- Coordinated communication between clients and internal departments for seamless service delivery.
- Developed training materials for onboarding new client service representatives.
- Implemented feedback mechanisms to gather client insights and improve services.
- Monitored service metrics to ensure compliance with company standards and expectations.
- Facilitated conflict resolution by addressing client concerns promptly and effectively.
- Organized regular team meetings to discuss performance and share best practices.
- Managed scheduling to optimize staff coverage during peak service hours.
- Analyzed data from customer surveys to identify areas of improvement in customer service processes.
- Conducted regular performance reviews for team members to ensure job satisfaction and effectiveness.
- Provided technical assistance to clients when needed.
- Assessed current workflows and identified methods for streamlining processes where possible.
- Collaborated with other departments to ensure customers' needs are met effectively.
- Maintained a high level of professionalism in all interactions with clients and colleagues alike.
- Supervised and coordinated the daily operations of the client service team, ensuring that all customer inquiries were addressed in a timely manner.
- Developed and implemented policies and procedures to improve customer service efficiency.
- Coordinated with vendors and suppliers to ensure timely delivery of products or services.
- Monitored customer feedback and responded promptly to complaints or issues.
- Prepared weekly status reports summarizing key performance metrics such as average wait time, resolution rate.
- Trained new staff on company policies, procedures, and customer service techniques.
- Acted as a liaison between clients and internal teams to resolve any conflicts or discrepancies quickly.
- Managed accounts receivable activities including invoicing, collections.
- Drafted reports outlining departmental progress, challenges, opportunities. for senior management review.
- Established and maintained relationships to meet community needs and avoid service duplication.
- Evaluated work of staff and volunteers to maintain quality and effectiveness of resources.
- Provided hands-on and proactive leadership to community services staff.
- Spoke to community groups to explain and interpret purposes, programs, and policies.
- Assessed and identified service delivery challenges and opportunities within local area.
- Developed benchmarks for measuring and monitoring strategic changes and organizational goals.
Copy Operator
Williams Lea Tag
Chicago, IL
12.2010 - 04.2025
- Operated high-speed copy machines for document reproduction and printing.
- Monitored equipment performance to ensure smooth workflow and quality output.
- Prepared documents for copying by arranging and sorting materials effectively.
- Collaborated with colleagues to prioritize tasks and meet project deadlines.
- Reviewed finished copies for accuracy and consistency before distribution.
- Produced multiple types of documents such as briefs, signature pages, and depositions.
- Ensured compliance with copyright laws when producing copyrighted material per customer requests.
- Operated high-speed, complex copy machines to produce large volumes of copies.
- Used software programs such as Adobe Pro to create layouts for printing purposes.
- Scanned hardcopy documents into digital format using specialized equipment.
- Collaborated with colleagues to meet deadlines while maintaining quality standards.
- Developed a system for accurately tracking job status from start to finish.
- Stocked supplies such as paper, toner cartridges and other materials needed for production runs.
- Monitored the quality of output to ensure accuracy in accordance with customer specifications.
- Responded promptly to customer inquiries regarding print orders and services offered.
- Organized completed jobs for delivery or pickup by customers or other departments within the organization.
- Kept abreast of industry trends in order to suggest improvements in workflow processes.
- Performed daily maintenance on copiers including cleaning glass plate, replacing toner cartridges, clearing paper jams.
- Operated printing equipment to produce print jobs with 3-HP Drilling and Acco punching, GBC, Wire and Velo binding and cutting equipment.
- Implemented quality control measures to check projects for accuracy and efficiency.
- Prioritized workload to achieve maximum output and meet customer deadlines.
- Reviewed work orders and job instructions to verify correct quantities and materials and make adjustments to meet expected needs.
- Recorded completed work in production logs, including accurate quantity output, materials used and problems encountered, to inform supervisors and positively affect future operations.
- Adhered to safety protocols and manufacturer operation standards when operating copy equipment, protecting personnel from injury and machinery from damage.
Education
John Marshall Metropolitan High School
Chicago, ILSkills
- Call routing
- Telecommunications
- Phone directory management
- Message transcribing
- Emergency response
- Performance monitoring
- Event coordination
- Cross-functional coordination
- Team training
- Problem solving
- Conflict resolution
- Strong telephone etiquette
- Excellent verbal communication skills
- Work prioritization
- Calm demeanor
- Effective communication
Timeline
Switchboard Operator
Opensity Solutions
12.2010 - Current
Facilities Coordinator
Opensity Solutions
12.2010 - Current
Conference Service Staff Member
Opensity Solutions
12.2010 - Current
Copy Operator
Williams Lea Tag
12.2010 - 04.2025
Mail Clerk
Opensity Solutions
04.2010 - Current
Client Services Supervisor
Opensity Solutions
09.2008 - Current
John Marshall Metropolitan High School