Summary
Overview
Work History
Education
Skills
Timeline
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Shirley Justice

Shirley Justice

Rochester,New York

Summary

I can work independently or I am a great team player. I am a great phone operator. Likes to do data entry but a bit rusty in that field as I've been out of work since 2008.ive been on disability and would like to work from home part time at data entry.

Overview

21
21
years of professional experience

Work History

PBX Hotel Operator

Crown Plaza Hotel
06.1998 - 08.2003
  • Collaborated with other hotel staff members to ensure successful daily operations, leading to enhanced guest experiences.
  • Adapted quickly to changes in hotel procedures or technology, ensuring minimal disruption to service delivery for guests and colleagues alike.
  • Enhanced guest experience by efficiently handling incoming calls and directing them to the appropriate departments.
  • Utilized strong multitasking abilities to manage multiple phone lines simultaneously without compromising service quality or caller satisfaction.
  • Managed a high volume of incoming calls from both internal and external sources, ensuring efficient call routing and minimal wait times.
  • Trained new PBX operators on best practices in telephone etiquette, helping maintain consistency across all team members.
  • Kept up-to-date on hotel events and promotions, enabling accurate information dissemination to callers upon request.
  • Maintained a high level of professionalism and courtesy while addressing guests'' needs over the phone.
  • Improved response times for guests'' inquiries, ensuring swift resolution of their requests or concerns.
  • Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
  • Resolved customer issues and complaints promptly and politely, upholding satisfaction.
  • Responded to customer inquiries with patience and positivity to establish excellent first impression.
  • Connected callers with appropriate professional, department, or business.
  • Operated switchboard and routed incoming calls to appropriate departments.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Maintained accurate records of calls placed and received.
  • Collected and verified telephone numbers, addresses, and proper spelling of names.
  • Maintained detailed customer call and inquiry logs for performance monitoring.
  • Followed up on customer inquiries to confirm issues were adequately addressed.
  • Supported customers by managing Number calls per day efficiently while maintaining professionalism and upbeat tone.
  • Remained calm and poised in stressful situations, diffusing angry callers and mitigating issues.
  • Collected personal information from customers to accurately document requests.
  • Managed high volume of incoming calls from customers, providing outstanding customer service to callers.
  • Warmly greeted callers and offered assistance in transferring to appropriate department or employee.
  • Handled customer complaints using strong engagement, research and issue-resolution skills.
  • Assisted over Number customers daily by answering questions and transferring to appropriate departments.
  • Reviewed customer feedback to determine strategies for improving customer service.
  • Properly directed inbound calls in phone queues to improve call flow by Number%.
  • Provided new employees with voice and accent training to teach proper customer service etiquette.

Receptionist Clerk

Kelly Services (city School District)
09.1982 - 06.1984
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Safeguarded sensitive information by adhering to strict confidentiality protocols regarding client records and personnel files.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Corresponded with clients through email, telephone, or postal mail.
  • Answered central telephone system and directed calls accordingly.
  • Maintained a welcoming environment for visitors with a clean, organized reception area.
  • Facilitated smooth office operations with diligent mail sorting and distribution efforts.
  • Checked-in visitors, distributed visitor badges, and managed logbooks to comply with security initiatives.
  • Sorted, received, and distributed mail correspondence between departments and personnel.
  • Provided excellent service to clients, ensuring their needs were met with professionalism and care during their visit to the office.
  • Assisted in event coordination by organizing meeting spaces, preparing materials, and setting up audiovisual equipment.
  • Expedited visitor check-in process by maintaining an updated sign-in sheet and issuing visitor badges as needed.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Responded to inquiries from callers seeking information.
  • Maintained visitor log for entering and leaving facility for security purposes.
  • Maintained confidentiality of information regarding clients and company.
  • Restocked supplies and submitted purchase orders to maintain stock levels.
  • Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
  • Operated multi-line telephone system to answer and direct high volume of calls.
  • Routed incoming mail and messages to relevant personnel without delay.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
  • Monitored and screened visitors to verify accessibility to inter-office personnel.
  • Handled assignments independently with good judgement and critical thinking skills.
  • Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.

Education

Medical Terminology

MCC

Secretarial Science

Johnson Bible College
Knoxville TN

Criminal Justice

Monroe Community College
Rochester, NY

Skills

  • Hotel software knowledge
  • Empathy and patience
  • Guest Relations
  • Switchboard Operation
  • Excellent Phone Demeanor
  • Computer Skills
  • Clear Communication
  • Typing Skills
  • Greeting customers
  • Professional Communication
  • Flexible Schedule
  • Telephone reception
  • Client Service
  • Follow-up skills
  • Telecommunications
  • Information assistance
  • Records Management
  • Recordkeeping
  • Clerical Support
  • Paging Systems
  • Switchboard management
  • Search directories
  • Customer Service
  • Attention to Detail
  • Critical Thinking
  • Team Collaboration
  • Active Listening
  • Decision-Making
  • Customer Support
  • Relationship Building
  • Data Entry
  • Emergency Situation Response
  • MS Office
  • Telephone switchboard operation
  • Customer Needs Assessment
  • Telephone Etiquette
  • Records Maintenance
  • Communications equipment maintenance
  • Message Logging

Timeline

PBX Hotel Operator

Crown Plaza Hotel
06.1998 - 08.2003

Receptionist Clerk

Kelly Services (city School District)
09.1982 - 06.1984

Medical Terminology

MCC

Secretarial Science

Johnson Bible College

Criminal Justice

Monroe Community College

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Shirley Justice