Yolanda Sanchez
Albuquerque,NM
Summary
Critical thinker with many years of experience as Telephone Operator. Reliable and consistently remains composed and professional at all times. Friendly demeanor with great people skills.
Skilled in managing inbound and outbound calls with efficiency and courtesy, demonstrating strong capability in telecommunications. Possess thorough understanding of customer service protocols and adept at troubleshooting technical issues over the phone. Known for maintaining calm and professional demeanor in high-pressure situations, ensuring customer satisfaction. Contributed to improved call handling processes, enhancing operational flow and reducing wait times for callers.
Dedicated Telephone Operator with experience accurately routing internal and external calls quickly to ensure connections. Adept in operating switchboards with lines. Poised, eloquent, and skilled in providing top-notch front desk service to incoming clients and staff.
Skilled with very fast and accurate typing on the computer. Proficient on the 10-Key calculator. Effective Problem solving skills. Very good at multi-tasking and prioritizing work load.
Overview
18
18
years of professional experience
Work History
Telecommunications Operator
City of Albuquerque Police Department
Albuquerque, NM
08.2006 - 02.2024
- Answer incoming emergency and non-emergency calls using a multi-line phone system; screen, evaluate, provide assistance, coordinate, and disseminate critical information via specialized computer and communication systems, and/or refer calls to the appropriate person/department; perform multiple activities simultaneously by responding to communications and events while maintaining precision, accuracy, and swift response times; work in a team setting while receiving training and coaching from various sources; complete NCIC checks, and perform other technical tasks related to the assigned area of responsibility.
- Retrieve information from automated files (i.e., ACJIS, NCIC, MIS, TPD, limited international computer information, etc.). To respond to queries from a variety of sources (i.e., law enforcement, criminal justice agencies, radio, telephone, the public, etc.). By typing the correct password keys, information masks, or special alphanumeric string formats on the computer screen.
- Memorize and use established standardized codes, language, and abbreviations when documenting information to ensure clarity and uniformity of communications, as directed by the supervisor.
- Interpret telephone or radio callers' locations from maps by applying knowledge of city and county geography in order to provide appropriate and timely assistance
Education
Associate of Arts - Arts
Eastern Gateway Community College
Steubenville, OH12-2020
Skills
- Greeting customers
- Search directories
- Professional communication
- Instructing customers
- Diagnosing issues
- Writing reports
- Documenting activities
- Troubleshooting and resolution
- Data center operations
- Work order completion
- Educating customers
- Incident reporting
- Call routing
- Information security
- Switchboard management
- Front desk operations
- Telecom software proficiency
- Switchboard operation
- System monitoring
- Service documentation
- Safety awareness
Accomplishments
- I was employee of the Month and received several letters of commendation from the Chief, Supervisors and Citizens.
Languages
English
Professional
Spanish
Limited
Affiliations
- I am retired after 45 years of working would like to work part time. I currently have an online business website selling Yoga Equipment and such. I also am doing affiliate marketing online. I would like to get out of the house and be around more people. I have two grown daughters and one granddaughter that I help with to pick up from school. 2-3 days a week. I have an elderly mother that I also help care for along with three other siblings. I am reliable and fun to be around.
References
References available upon request.
Timeline
Telecommunications Operator
City of Albuquerque Police Department
08.2006 - 02.2024
Associate of Arts - Arts
Eastern Gateway Community College
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