William Scott Terry

Telecommunications Operator

Texas Department Of Public Safety

01.2005 - Current

Handled sensitive customer data with discretion, adhering to strict confidentiality protocols at all times.
Managed high call volume while maintaining professionalism and composure during periods of peak demand.
Connected callers with appropriate professional, department, or business.
Implemented process improvements that led to increased workflow efficiency within the telecommunications department.
Maintained up-to-date knowledge of emergency call procedures.
Maintained detailed records of interactions with customers for future reference and problem resolution assistance.
Directed incoming calls to internal personnel and departments, routing to best-qualified department.
Assisted in the development of training materials to ensure new hires were well-prepared to handle telecommunications tasks.
Ensured compliance with regulatory requirements related to telecommunications systems operations and security measures while maintaining a safe working environment.
Enhanced customer satisfaction by efficiently addressing and resolving technical issues in a timely manner.
Collaborated with team members to maintain high-quality service standards, leading to increased client retention rates.
Supported customers by managing [Number] calls per day efficiently while maintaining professionalism and upbeat tone.
Attended safety training meetings to learn procedures for handling medical and fire emergency calls.
Coordinated with other departments for seamless troubleshooting efforts, fostering strong cross-functional relationships within the organization.
Conducted regular equipment tests, identifying potential issues before they escalated into larger problems.
Operated digital paging system to notify recipients of incoming calls.
Delivered exceptional customer service while managing multiple priorities simultaneously under tight deadlines.
Monitored system performance and implemented necessary updates, ensuring optimal functionality and minimal downtime.
Participated in ongoing professional development opportunities to stay current on industry trends and best practices.
Assisted management in evaluating employee performance through monitoring calls and providing constructive feedback as needed.
Streamlined communication channels for improved call routing, resulting in reduced wait times for callers.
Strengthened client relationships by providing personalized support tailored to their individual needs and preferences.
Contributed to the development of long-term strategies for optimizing telecommunications systems performance, aligning with organizational goals and objectives.
Provided comprehensive support for various telecommunication systems, including VoIP, SIP Trunking, and TDM technologies.
Efficiently managed resources, utilizing appropriate staffing levels based on anticipated call volumes and demands.
Troubleshot complex technical issues by conducting thorough analyses of system functionalities and configurations.
Managed and prioritized customer service requests to achieve prompt resolution.
Conducted regular inspections of telecommunications systems to identify and repair any potential issues.
Responded to service requests during and after business hours.
Developed detailed documentation and technical manuals for telecommunications systems to comply with regulations.
Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP, and CTI applications.
Implemented security measures to protect network systems from unauthorized access and threats.
Performed quality assurance on systems to confirm optimal performance.
Performed periodic system upgrades and maintenance to meet industry standards.
Monitored and performed maintenance on telecommunications systems to facilitate optimal performance.
Coordinated installation of new users and relocations of existing users.
Implemented training programs to improve knowledge and skills of new technicians.
Installed and repaired network cabling, hardware and software to maximize operational efficiency.
Installed and configured new devices and system components.
Provided training to customers to enhance use and understanding of network systems.
Collaborated with other technicians to troubleshoot and resolve technical issues.
Remained calm and poised in stressful situations, diffusing angry callers and mitigating issues.
Managed high volume of incoming calls from customers, providing outstanding customer service to callers.
Gathered customer information and promptly input data into computer system.
Warmly greeted callers and offered assistance in transferring to appropriate department or employee.
Collected personal information from customers to accurately document requests.
Handled customer complaints using strong engagement, research and issue-resolution skills.
Processed customer calls by accurately logging all pertinent information with [Software].
Troubleshot issues with telephone equipment and software to keep systems functional.
Responded to customer inquiries with patience and positivity to establish excellent first impression.

Summary

Overview

Work History

Telecommunications Operator

Police Officer

Education

Basic Peace Officer -

High School Diploma -

Skills

Timeline

Telecommunications Operator

Police Officer

Basic Peace Officer -

High School Diploma -

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