Summary
Overview
Work History
Education
Skills
Timeline
Work Availability
Work Preference
Accomplishments
Languages
Generic

Victoria Taylor

Rancho Cucamonga,CA

Summary

Proven leader in telecommunications, adept at enhancing team performance and efficiency at Harbor UCLA Medical Center, LADHS. Skilled in Spok and Cisco Systems, I significantly reduced call waiting times. Demonstrates exceptional problem-solving and professional communication, ensuring high-quality service and team collaboration. Expert in managing high call volumes with a flexible schedule, contributing to operational excellence. Enthusiastic Telephone Operator with 23 years of experience providing phone reception services for Harbor UCLA Medical Center. Energetic personality with excellent customer service talents. Skilled in managing switchboards with up 5 or more employees.

Overview

23
23
years of professional experience

Work History

Telephone Operator Supervisor 1

Harbor UCLA Medical Center, LADHS
02.2022 - Current
  • Assisted colleagues with achieving task requirements, aiding team productivity and performance.
  • Maintained accurate records of incoming calls /outgoing calls emergency calls placed and received.
  • Assist if needed to help with emergency codes and other calls if needed.
  • Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
  • Increased efficiency by adeptly using Spok and Cisco system while simultaneously logging call details into the database.
  • Maintained a professional tone when assisting callers, ensuring positive experiences for both internal and external callers. Resolved callers issues and complaints promptly and politely, upholding satisfaction.
  • Provided backup support for other telephone operators during periods of high call volume, ensuring that all calls were handled efficiently and effectively.
  • Worked closely with supervisors to address any operational challenges or areas for improvement within the department.
  • Collaborated with IT department to troubleshoot telecommunication system issues, minimizing downtime.
  • Processed customer calls by accurately logging all pertinent information into the Spok Console.
  • Operated computers and fax machines to send and receive messages to Administration , Doctors and Coworkers.
  • Received incoming calls and paged individuals and departments over PA system.
  • Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
  • Boosted team morale and performance, organizing regular training sessions and motivational meetings.
  • Assisted in training new staff on call handling procedures, elevating overall team performance on our Spok System.
  • Place GHX orders
  • Participated in meetings to help staff with extensions for department of staff , help update directory

Telephone Operator

LAC USC Medical Center
04.2001 - 02.2022
  • Answer up to 200-400 calls per day
  • Look up patient information to visitors
  • Place Long Distance,Oversea & Language line to appropriate place
  • Assisted with the logging updated information in the directory
  • Help train and assist all new employees on Starel system and Spok system
  • Process stuck Elevator, Fires, Chemical Fires, Code Assist , Cardiac Arrest, Code Green, Gold, Blue,Pink, Purple, Red,Code Assist, and Bundle Page
  • Issue New Beepers to Staff, Communication with vendors to activate Pagers and troubleshoot problem
  • Update and Maintain Telephone Directory, on-call Schedule for doctors and Administration
  • Facilitated smooth transitions between providers during shift changes by maintaining detailed documentation of ongoing cases.
  • Maintained strict confidentiality of sensitive patient data, adhering to HIPAA regulations and ensuring privacy protection.
  • Managed high call volume efficiently, directing calls to appropriate departments and minimizing hold times for patients.
  • Worked closely with Supervisor to learn System and Change information in Directory
  • Placed new supply orders, managed inventory and restocked clerical spaces.

Education

No Degree - Business Administration

Los Angeles Southwest College
Los Angeles, CA

High School Diploma -

Whitney Young
Los Angeles, CA
06.1982

Skills

  • Professional Communication
  • Telephone switchboard operation
  • Problem-Solving
  • Excellent Communication and Goal setting

Timeline

Telephone Operator Supervisor 1

Harbor UCLA Medical Center, LADHS
02.2022 - Current

Telephone Operator

LAC USC Medical Center
04.2001 - 02.2022

No Degree - Business Administration

Los Angeles Southwest College

High School Diploma -

Whitney Young

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Location Preference

Remote

Important To Me

Flexible work hoursWork from home optionPaid sick leave401k match4-day work week

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supervised team of 5 staff members.
  • Collaborated with team of 5 in the development of Disaster drill.

Languages

English

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Victoria Taylor