Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Tina Otis

Lewisville,TX

Summary

Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Customer Service /Phone Operator position. Ready to help team achieve company goals.

Overview

31
31
years of professional experience
1
1
Certification

Work History

Phone Operator/Customer Service

US-TX Oncology
07.2018 - 12.2023
  • Responsible for answering incoming patient oncology related calls
  • Responding to alarms as needed
  • Liaison between patients and in-house physicians resolving patient issues regarding appointments and medication requirements and medical necessities as appointments
  • Works in coordination with Triage team members to assure accuracy quality care is given to patients by completing service requests provided by incoming patient related calls received and entered into an assigned database
  • Assist new patients as a first responder with documenting data to be processed upon request
  • Assist with training of incoming operators by providing standard operating procedures and guidance provided and directed by the assigned business processes and training guides created by myself
  • Worked along with new patient coordinators to provide schedules as needed
  • Other duties as assigned.
  • Contributed to a positive work environment by supporting team members in handling difficult calls or resolving complex issues.
  • Enhanced customer satisfaction by efficiently handling incoming calls and addressing inquiries.
  • Maintained professionalism and courtesy while managing high call volumes during peak hours.
  • Pleasantly greeted all callers and asked how to be of assistance.
  • Managed emergency calls with professionalism and sensitivity, ensuring immediate response from appropriate personnel or authorities.
  • Managed multi-line phone system, expertly navigating between calls while maintaining a friendly demeanor.
  • Handled escalated customer concerns with empathy and tact, leading to satisfactory resolutions.
  • Collected and verified telephone numbers, addresses, and proper spelling of names.
  • Delivered exceptional service through active listening, clear communication, and professional etiquette on each call handled.
  • Managed multi-line phone system directing individuals to desired personnel and providing general information about operations.
  • Streamlined call routing process for improved caller experience and reduced wait times.
  • Responded to customer inquiries with patience and positivity to establish excellent first impression.
  • Addressed customer inquiries promptly, resulting in increased efficiency of overall call management process.
  • Answered average of 170 calls per day and directed to appropriate departments and personnel.
  • Scheduled and confirmed appointments for both company personnel and visitors.
  • Developed strong working knowledge of company policies and procedures to provide accurate guidance to callers.
  • Assisted customers with scheduling appointments, confirming details, and making necessary adjustments.
  • Provided timely and accurate information to callers, resulting in increased customer trust and loyalty.
  • Participated in regular training sessions aimed at improving skills related to customer service excellence on telephone interactions.
  • Worked closely with supervisors to identify areas of improvement in the call center processes that led to enhanced productivity levels among operators.
  • Collaborated with team members to ensure consistent quality of service across all phone lines.
  • Maintained detailed records of incoming calls for analysis and improvement of phone operator services.
  • Reduced call processing time by quickly identifying caller needs and directing them to the appropriate department or personnel.
  • Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
  • Resolved customer issues and complaints promptly and politely, upholding satisfaction.
  • Operated switchboard and routed incoming calls to appropriate departments.
  • Maintained detailed customer call and inquiry logs for performance monitoring.
  • Assisted colleagues with achieving task requirements, aiding team productivity and performance.
  • Followed up on customer inquiries to confirm issues were adequately addressed.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Connected callers with appropriate professional, department, or business.
  • Maintained accurate records of calls placed and received.
  • Identified service improvement opportunities through call volume and performance reports.
  • Supported customers by managing 170 calls per day efficiently while maintaining professionalism and upbeat tone.
  • Warmly greeted callers and offered assistance in transferring to appropriate department or employee.
  • Gathered customer information and promptly input data into computer system.
  • Handled customer complaints using strong engagement, research and issue-resolution skills.
  • Collected personal information from customers to accurately document requests.
  • Performed data entry operations to update database with customer responses.
  • Managed high volume of incoming calls from customers, providing outstanding customer service to callers.
  • Operated computers and fax machines to send and receive messages to customers and coworkers.
  • Remained calm and poised in stressful situations, diffusing angry callers and mitigating issues.
  • Assisted over 100-150 customers daily by answering questions and transferring to appropriate departments.
  • Attended safety training meetings to learn procedures for handling medical and fire emergency calls.
  • Processed customer calls by accurately logging all pertinent information with Navigating Care/ Remedy/EPIC systems.
  • Performed minor troubleshooting on communications equipment to alleviate downtime.
  • Provided new employees with voice and accent training to teach proper customer service etiquette.
  • Properly directed inbound calls in phone queues to improve call flow by 80%.
  • Used company's paging system to immediately contact specific personnel.

PBX Operator

Texas Neurology Clinic
01.2015 - 01.2018
  • Responsible for answering incoming patient related calls and re-direct as required
  • Most intricate component between staff Physicians and patients
  • Documenting daily request for response by in-house Physicians
  • Responding to patient request via email and telephone
  • Proper documentation of any request in effective and efficient manner.
  • Maintained high level of professionalism while assisting callers in various situations, including emergencies and complaints.
  • Enhanced communication between departments by promptly transferring calls and providing accurate information.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Responded to customer inquiries with patience and positivity to establish excellent first impression.
  • Handled sensitive information discreetly when dealing with confidential calls or messages within organization.
  • Collaborated with front desk personnel to ensure timely responses to guest inquiries or requests for assistance.
  • Ensured timely resolution of any technical issues with PBX systems by collaborating with IT support staff and vendors.
  • Improved customer satisfaction by efficiently handling and routing incoming calls to appropriate departments.
  • Updated staff directories regularly, guaranteeing accurate contact information for efficient call transfers.
  • Reduced caller wait times, ensuring swift and accurate call transfers to correct extensions.
  • Streamlined call processing time with effective usage of PBX software and hardware systems.
  • Supported company operations by managing multiple phone lines simultaneously, prioritizing urgent matters as needed.
  • Maintained records of daily data communication transactions, problems, and remedial actions taken.
  • Supported customers by managing 75-80 calls per day efficiently while maintaining professionalism and upbeat tone.
  • Provided exceptional customer service through polite and professional interactions with all callers.
  • Trained and mentored new PBX operations employees.
  • Assisted colleagues in troubleshooting technical issues related to telephone system, contributing to seamless workflow.
  • Organized voicemail systems and message retrieval processes, enabling team members to access important information quickly.
  • Answered calls on first ring and engaged customers with friendly, professional demeanor.
  • Assisted management in identifying areas for improvement within telecommunications infrastructure based on daily observations.
  • Kept detailed records of all incoming, outgoing, and transferred calls using advanced logging software tools for reporting purposes.
  • Solved customer inquiries regarding products, orders and account balances quickly to meet service targets.
  • Resolved customer issues and complaints promptly and politely, upholding satisfaction.
  • Maintained detailed customer call and inquiry logs for performance monitoring.
  • Collected and verified telephone numbers, addresses, and proper spelling of names.
  • Maintained accurate records of calls placed and received.
  • Assisted colleagues with achieving task requirements, aiding team productivity and performance.
  • Connected callers with appropriate professional, department, or business.
  • Operated switchboard and routed incoming calls to appropriate departments.
  • Followed up on customer inquiries to confirm issues were adequately addressed.
  • Attended safety training meetings to learn procedures for handling medical and fire emergency calls.
  • Received incoming calls and paged individuals and departments over PA system.

Customer Support Specialist

Defense
10.1992 - 09.2015
  • Maintained and updated customer account information
  • Maintained company data records in compliance with rules and regulations
  • Responded to customer inquiries pertaining to computer system operations
  • Notified appropriate departments of computer software and system failure complaints
  • Addressed customer queries in coordination with other appropriate departments.
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Delivered exceptional customer service experiences by maintaining positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Managed high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Provided timely assistance to customers via phone, email, and live chat channels, ensuring high level of professionalism at all times.
  • Responded to customer calls and emails to answer questions about products and services.
  • Maintained and managed customer files and databases.
  • Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between company and its customers.
  • Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
  • Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
  • Monitored performance metrics regularly, identifying trends that indicated opportunities for process improvements or additional training needs within team.
  • Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
  • Served as subject matter expert on specific products or services, providing high-level support to both customers and fellow team members.
  • Provided primary customer support to internal and external customers.
  • Conducted regular training sessions for new team members, promoting best practices in customer support operations.
  • Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
  • Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
  • Coordinated communication efforts during critical incidents, keeping stakeholders informed of progress towards resolution and minimizing negative impact on customer relations.
  • Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
  • Assisted in development of user guides, FAQs, and other self-help resources for customers seeking quick answers to common questions.
  • Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
  • Multitasked to handle diverse customer needs in high-volume call setting, prioritizing tasks to keep up with challenging deadlines.
  • Served customer account and technical needs across 150+ daily calls, consistently meeting productivity and quality targets.
  • Streamlined support processes for increased efficiency and reduced response times.
  • Leveraged consultative approach to gather customer details and technical data.
  • Led initiatives aimed at boosting team morale through recognition programs, incentives, or other motivational strategies designed to encourage top-notch performance from every member of supporting staff.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Gathered and reviewed military personnel information to generate management reports and support team decision-making.
  • Answered constant flow of customer calls with minimal wait times.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Researched and identified solutions to technical problems.
  • Created user accounts and assigned permissions.

Education

High School Diploma -

Warren Easton Senior High School
New Orleans, LA
06.1982

Skills

  • Clerical experience
  • Medical terminology
  • Customer service
  • Data collection
  • Conflict management
  • Windows
  • Proficient in Navigating Care
  • Microsoft Suite: Word, Excel, PowerPoint and Outlook
  • Experienced in Customer Service and Database Management

Certification

PBX (10+ years) DATABASE (10+ years) CUSTOMER SERVICE (10+ years) DATABASE MANAGEMENT (10+ years) EXCEL (10+ years) Call Center (10+ years) Multiline (10+ years) Receptionist (10+ years) Communications (10+ years) Data Collection (10+ years) DoD Experience (10+ years) Multi-line Phone Systems (10+ years) Help Desk (10+ years) Technical Support (10+ years) Program Management (5 years) Triage (5 years) Microsoft Windows (10+ years) Desktop Support (10+ years)

Timeline

Phone Operator/Customer Service

US-TX Oncology
07.2018 - 12.2023

PBX Operator

Texas Neurology Clinic
01.2015 - 01.2018

Customer Support Specialist

Defense
10.1992 - 09.2015

High School Diploma -

Warren Easton Senior High School

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Tina Otis