Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Sheila Rosaro

Port Saint Lucie,FL

Summary

Versatile professional adept at maintaining an organized work environment while providing exceptional work under pressure. Seeking a part-time or full-time position within the communications or administration field. Great success in customer service, time-management, and reliability from all aspects - as well as an inquisitive personality. A true ability to represent the important values within a company and develop a proper relationship with clients. Able to multi-task efficiency and effectively and under pressure. Can work independently and as part of a team, able to follow directions/orders High Volume Call Taker, Customer Service, Phone etiquette Trained in Collectors, Assessors, Housing Code Enforcement, Department of Public Works and Proficiency in basic accounting and record-keeping Detail-oriented and organized with good time management skills Familiarity with online marketing Ability to adapt to changing market trends and customer preferences.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Amazon FBA Seller

Seller
01.2003 - Current
  • Create compelling product listings with detailed descriptions, high quality images, and accurate pricing
  • Optimize listings with relevant keywords and search engine optimization (SEO) techniques to improve visibility in eBay search results
  • Inventory Management:
  • Monitor and manage product inventory levels to ensure accurate listings and availability
  • Update listings promptly to reflect changes in stock, prices, and product details
  • Customer Service:
  • Provide excellent customer service by promptly responding to inquiries, resolving issue, and addressing customer concerns
  • Maintain a positive and professional communication style with buyers
  • Pricing Strategy:
  • Research market trends and competitors to set competitive prices for products
  • Adjust pricing as needed to maximize sales while maintaining profitability
  • Order Processing:
  • Process and fulfill orders accurately and in a timely manner
  • Ensure secure and reliable shipping methods and provide tracking information to buyers
  • Payment and Transaction Management:
  • Manage payment processing, invoicing, and reconciliation of eBay sales
  • Handle returns and refunds in accordance with eBay policies
  • Customer Feedback and Reviews:
  • Encourage customers to leave positive feedback and reviews
  • Address and resolve any negative feedback or disputes professionally
  • Marketing and Promotion:
  • Develop and implement marketing strategies to increase sales, such as running promotions, creating special offers, and utilizing eBay's advertising tools
  • Performance Analysis:
  • Analyze sales data and eBay analytics to track performance and identify areas for improvement
  • Adjust strategies based on data insights to optimize sales and profitability
  • Compliance and Policies:
  • Stay informed about eBay policies and guidelines to ensure compliance
  • Keep up to date with changes in eBay's rules and regulations.
  • Analyzed sales data to forecast demand trends, enabling strategic decision-making for inventory management.

Clerical /Administrative Assistant

City of Springfield Housing Code Enforcement
06.2009 - 01.2015
  • Tornado & Condemnations
  • Optimized the flow of information within the office by maintaining accurate records and distributing essential documents to relevant personnel.
  • Increased accuracy and efficiency in data entry tasks, ensuring timely completion of projects.
  • Strengthened office operations by training new administrative staff members on company protocols and best practices.
  • Assisted management with decision-making by preparing detailed reports on various office activities and metrics.
  • Improved customer satisfaction by promptly addressing inquiries and resolving issues via phone or email communication.
  • Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
  • Completed forms, reports, logs and records to quickly handle all documentation for human resources.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Managed filing system, entered data and completed other clerical tasks.
  • Enhanced team productivity by managing schedules, organizing meetings, and handling correspondence.
  • Streamlined office processes by implementing efficient filing systems and organizational methods.
  • Supported executive-level staff with meeting preparation, travel arrangements, and expense reporting, ensuring seamless business operations.
  • Expedited document processing time by utilizing advanced software tools for file conversion, organization, and storage.
  • Delivered prompt responses to incoming correspondence from clients or colleagues both internally or externally via email or telephone calls while upholding a high level of professionalism at all times.
  • Exceeded deadlines by effectively prioritizing tasks, creating checklists, and allocating resources to complete projects on time.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Created and maintained databases to track and record customer data.
  • Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
  • Scheduled office meetings and client appointments for staff teams.

311 Customer Service Representative

City Of Springfield
05.2009 - 06.2010
  • High volume of calls
  • Problem solving with concerns of the city
  • Munis system, K2 System, Intelli government
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the city alike.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Well knowledge of all city departments to assist residents with question
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
  • Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Tracked customer service cases and updated service software with customer information.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Fire 911 Dispatcher

City Of Springfield
07.2007 - 06.2009
  • Ambulance, Fire and Police calls
  • First response call taker
  • Radio & land line calls
  • Fire and Police terminology
  • Enhanced emergency response times by efficiently dispatching fire and medical units to incidents.
  • Improved communication between first responders and dispatch center through regular training sessions.
  • Collaborated with other emergency service agencies to coordinate multi-agency responses, ensuring seamless operations during emergencies.
  • Reduced errors in dispatch process by meticulously documenting call details and resource allocation.
  • Supported efficient response efforts with effective triage of emergency situations, ensuring proper allocation of resources.
  • Improved dispatcher training programs to enhance overall performance and accuracy in high-pressure situations.
  • Consistently met or exceeded departmental standards for call handling time, contributing to an optimized emergency response system.
  • Managed high-stress situations with composure, providing reassurance to distressed callers while gathering crucial information for first responders.
  • Maintained up-to-date knowledge of local geography and jurisdiction boundaries to ensure accurate dispatching of emergency services personnel.
  • Contributed to public safety initiatives by accurately relaying critical information regarding potential threats or hazards during emergencies.
  • Supported law enforcement officers during high-risk situations by providing vital background data on suspect locations or histories.
  • Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
  • Monitored Police and Fire radios to provide assistance to responding personnel.
  • Managed high-stress work environment by maintaining composure and professionalism during emergency situations, ensuring efficient operations.
  • Contributed to the development of department policies and procedures, enhancing overall effectiveness in handling emergencies.
  • Maintained open lines of communication with field personnel throughout all phases of an incident, ensuring ongoing support and coordination.
  • Routed calls to police, fire, and ambulance service to meet individual call needs.

Administrative Coordinator /Insurance Verification Specialist

Integrated Rehab Services – Secret Heart University
06.2006 - 07.2007
  • Insurance, Referrals, Authorizations
  • One person office, with 5 Therapist
  • Data entry, medical computerized system
  • Multi-line phones, medical billing
  • Streamlined office operations by implementing efficient administrative processes and procedures.
  • Enhanced communication between departments with timely and accurate preparation of reports and documents.
  • Answered phone calls and responded to inquiries from customers, vendors and other external contacts.
  • Assisted management with special projects to complete all tasks by deadlines.
  • Maintained office calendars to track important dates and deadlines.
  • Greeted visitors with professionalism and enthusiasm to provide support and direct guests to appropriate department.
  • Worked closely with others to accomplish timely invoicing and accounts receivables.
  • Monitored and directed incoming mail and prepared outgoing mail.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Managed calendars, scheduled appointments, and coordinated travel arrangements for senior staff members.
  • Prepared detailed documents and reports in adherence administrative processes.
  • Coordinated and scheduled meetings and appointments to keep organization running smoothly.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Improved office operations by automating client correspondence, record tracking and data communications.
  • Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.

Police Communications Dispatcher 911

Springfield Police Department
11.2005 - 06.2006
  • 911 Ambulance, Fire and Police calls
  • First response call taker
  • Radio, know of all officers locations
  • Multi Task under pressure, Always keep calm & ready
  • Improved response times by efficiently prioritizing and dispatching emergency calls.
  • Enhanced officer safety by providing accurate and timely information during critical incidents.
  • Increased caller satisfaction by remaining calm and composed during high-pressure situations, providing clear instructions for callers to follow.
  • Expedited response efforts by expertly utilizing mapping software to pinpoint precise locations of callers.
  • Collaborated closely with other dispatchers and supervisors, maintaining open lines of communication to ensure efficient operations.
  • Participated in ongoing training for improved knowledge about protocols, policies, and procedures related to police communications work.
  • Ensured proper handling of non-emergency calls by redirecting callers to appropriate resources or departments as necessary.
  • Received 911 and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
  • Routed calls to police, fire, and ambulance service to meet individual call needs.

Education

No Degree - Criminal Justice

Springfield Technical Community College
Springfield, MA
03.2014

MA - General studies

Holyoke Community College
2006

William Dean Technical High School
Holyoke, Ma
1999

Skills

  • Customer Service - Patients / Customers / Client Greeter
  • Attention to detail - Time Management
  • Critical Thinker, multitask and prioritize in a fast-paced environment
  • Can work independently or Part of team
  • Knowledge and proficiency with live chat software
  • Appointment Scheduler / Collecting Copays / Insurance Verification
  • Paperwork Processing / Data Entry
  • Customer Relationship Management (CRM), Complaint Resolution
  • NCIC Training, APCO Telecommunication’s certified, FEMA – Emergency Management Institute
  • Call Center Operations - Large volume of calls
  • Enhanced 911 training for phase one and two- able to work Radio and 911 lines
  • Appointment Scheduling, referral verification
  • 45-50 WPM, Computer literate -Proficiency in typing and keyboard skills
  • MS Office (Word, Excel, Outlook, Access
  • Social Media Marketing
  • Bilingual: Spanish (Native language)

Certification

Advance Law Enforcement Dispatch #5627071781 Exp: 7/22/2009

Emergency Medical Dispatch #5627071781 EXP: 8/5/2009

Advance Fire Service Dispatch #5627071781 EXP: 8/8/2009

Suicide Intervention #5627071781 8 Hours - No EXP

Domestic Violence Intervention #5627071781 8 Hours NO EXP

Stress Identification & Management #5627071781 8 Hours NO EXP

Massachusetts Statewide Emergency Telecommunications Board

APCO Association of Public Safety Communications Officials Internation Inc 12/05

Languages

Spanish
Native or Bilingual

Timeline

Clerical /Administrative Assistant

City of Springfield Housing Code Enforcement
06.2009 - 01.2015

311 Customer Service Representative

City Of Springfield
05.2009 - 06.2010

Fire 911 Dispatcher

City Of Springfield
07.2007 - 06.2009

Administrative Coordinator /Insurance Verification Specialist

Integrated Rehab Services – Secret Heart University
06.2006 - 07.2007

Police Communications Dispatcher 911

Springfield Police Department
11.2005 - 06.2006

Amazon FBA Seller

Seller
01.2003 - Current

No Degree - Criminal Justice

Springfield Technical Community College

MA - General studies

Holyoke Community College

William Dean Technical High School

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Sheila Rosaro