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Phone Operator Resume Example

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PHONE OPERATOR
Summary

Phone Operator with 8+ years offering superior customer assistance. Strong history of smoothly operating multi-line phone system to support customer requests quickly, transfer calls precisely and minimize hold times. Tech-savvy with expertise in resolving simple technical issues for employees.

High-performing Administrative Assistant offering extensive experience working with diverse client base and delivering exceptional results. Polished in managing client relations, liaising with internal stakeholders and managing vendor relationships. Proficient in Word Document and Microsoft Excel

Responsible administrative assistant possessing first-rate scheduling, telephone and documentation abilities. Service-oriented individual with expertise in preparing and modifying documents, coordinating meetings and trips and preparing responses on behalf of company. Committed to establishing stellar rapport with clients of diverse backgrounds.

Hardworking administrated assistant accustomed to fast-paced call center environment. Quickly and effectively understands, documents and resolves customer concerns, driving satisfaction while meeting demanding business objectives. Well-versed in New Jersey Manufactures standards and best practices.

Personable, friendly and solution-oriented customer service with over 10+ years of experience in service and support. Customer-focused team player offering expertise in conflict mediation, time management and sales. Dedicated to customer loyalty and satisfaction.

Experience
New Jersey Manufacturers Insurance Company - Phone OperatorTrenton, NJ10/2018 - Current
  • Resolved average of 100+ inquiries per week to consistently meet performance benchmarks, including speed, accuracy and volume.
  • Answered calls in pleasant, calm voice and asked appropriate questions to direct callers to proper individuals.
  • Conducted troubleshooting for simple technical issues and entered helpdesk tickets with IT department for complex problems.
  • Connected incoming calls quickly using multi-line telephone system to keep hold times under seconds.
  • Directed approximately 100+ calls daily to correct departments for NJM industry company.
  • Conducted directory searches for employees and customers to locate phone numbers, business addresses and accurate information.
  • Completed connections between callers, departments and professionals.
  • Handled incoming calls with friendly and cheerful attitude for organization using 1-line system.
  • Operated telephone switchboard of hundred employees and routed calls to the correct destination.
  • Negotiated settlements for uncomplicated claims in accordance with actual company liability.
  • Delivered quality customer service to assigned, insured and claimants throughout entire claims lifecycle to promote effective service times for all parties.
  • Reviewed documentation and accounts to gain full picture.
  • Managed asset recoveries for claims, including salvage and subrogation.
  • Assessed policy coverage and pulled contracts for review.
  • Provided quality customer service to all assigned, insured and claimants throughout claims process to deliver timely service to customers.
  • Verified details with policyholders and requested additional information.
  • Documented messages left by callers and delivered vital information to intended employees.
  • Checked into questionable claims, interviewing agents and claimants to resolve errors and omissions.
  • Created master spreadsheet to record procedures, denials and approvals.
  • Determined insurance coverage levels and restrictions by thoroughly examining claims forms and associated records.
  • Conferred with claimants to gather additional claims information and educate on claim processes, terms and conditions, requirements and ramifications of filing claim.
  • Maintained current knowledge of claim reserve levels and prepared reports on funds available for distribution to claimants to prevent overdraft.
  • Received claim reports filed and performed preliminary evaluation to advise on merits of claim and determine appropriate level of company resource investment in processing.
  • Communicated with medical providers, claimants, lawyers and public officials to provide all invested parties with claim information and facilitate necessary participation.
  • Monitored claim progress and issued appropriate notices to maintain continued progress on claim processing and eliminate liability to company.
  • Complied with company and insurance client's guidelines in claims processes, estimate writing and closing of claims.
  • Determined completeness of claims filed to recommend consultation with independent medical practitioners for further documentation or diagnosis.
  • Drafted statement of loss to summarize damages, payments and underlying policy coverage.
  • Responded to requests for immediate office support, such as data searches, office memo drafts or reference retrievals.
Children First Academy - Administration AssistantTrenton, Nj 09/2016 - 02/2018
  • Managed scheduling for staff, monitoring resource allocation to provide optimal coverage and service.
  • Tracked and submitted employee timesheets to accounting department for payroll processing.
  • Collected, calculated and reported on expenditure and statistical data to inform senior management.
  • Developed administrative processes to achieve organizational objectives and improve office efficiency.
  • Organized and maintained filing and document management systems by coordinating, archiving and purging files.
  • Handled management of communication to executives by taking and making telephone calls, reviewing and prioritizing mail and composing and typing correspondence.
  • Supported school director and teaching staff by greeting visitors, taking messages, responding to emails and completing clerical tasks.
  • Managed multiple calendars, expense reports, reimbursements and meeting preparation.
  • Oversaw school budget and submitted agenda items for approval.
  • Communicated with parents, teachers and members of public with patient demeanor.
  • Handled confidential information regarding students carefully and with discretion.
  • Resolved issues with parents using active listening skills to de-escalate difficult situations.
  • Attended meetings and took meticulous notes to disseminate to all participants.
  • Tracked expenses and documented records using Microsoft Excel to improve financial flow.
  • Managed phone calls from clients during Directors absences and delivered informative answers to questions.
  • Created, documented and implemented administrative processes to reduce process gaps and effectively train team members in proper protocols.
  • Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
  • Wrote email messages, memos and business letters for management and proofread all documentation to provide error-free correspondence.
  • Communicated with vendors to place and receive orders, request maintenance services and deliver instruction on behalf of office management.
  • Sorted incoming mail and disseminated all correspondence to applicable departments.
  • Guided administrative and professional staff through computer and software problems.
  • Processed financial documents, including contracts, expense reports and invoices.
  • Informed or directed visitors and parents to appropriate offices.
  • Greeted visitors or callers daily to handle inquiries or direct to appropriate persons.
  • Maintained inventory in administrative building supply closet to prevent shortages of supplies.
ShopRite - Customer Service CashierHamilton, NJ01/2013 - 06/2015
  • Processed credit card, EBT and gift certificate payments in electronic computer systems.
  • Exchanged and returned items, noting all details in company database and placed returned merchandise in bins for restocking.
  • Counted tills at beginning of shift with start money and balanced and reconciled register, reflecting financial discrepancies, refunds and account deferrals.
  • Greeted customers and responded to informational requests.
  • Redeemed coupons and cross-sold products to maintain customer satisfaction levels.
  • Handled
    customer
    complaints
    and
    concerns promptly, escalating complex issues to direct supervisor for quick resolution.
  • Resolved issues with cash registers, card scanners and printers.
  • Helped customers find specific products, answered questions and offered advice.
  • Learned roles of other departments to provide coverage and keep store operational.
  • Processed efficient and accurate cash, check, debit, and credit card payments using Point-of-Sale system.
  • Properly verified customer identification for alcohol or tobacco purchases.
  • Kept check-out areas clean, organized, and well-stocked to maintain attractive store.
  • Assisted with purchases, locating items and signing up for rewards programs.
  • Worked closely with front-end staff to assist customers and maintain satisfaction levels.
  • Observed company return policy when processing refunds, including inspecting merchandise for wear or damage.
  • Distributed new merchandise efficiently to different departments.
  • Monitored sales events to protect products, added new merchandise and rang up purchases.
  • Scanned items quickly to keep lines moving and reduce overall wait time.
  • Stayed up to date on current item discounts to support promotions.
  • Promoted specific item options to drive sales and achieve add-on purchases.
  • Welcomed customers, offering assistance to help find necessary store items.
  • Helped customer locate and select appropriate merchandise throughout store.
  • Answered questions about and demonstrated features of diverse merchandise to facilitate customer sales.
  • Applied conversational Spanish abilities to connect with English individuals and better serve individual needs.
Skills
  • Accurate message transcription
  • Appointment confirmation
  • Data entry
  • Office administration
  • Call center operations
  • Spanish to English translation
  • Customer support
  • Store maintenance
  • Schedule mastery
  • Microsoft Office expertise
  • Filing experience
  • Database management
  • Confidentiality understanding
  • Multi-line phone systems
  • Inventory systems
  • Sensitive material handling
  • Workers' compensation knowledge
  • Training and Development
  • Scheduling and calendar management
  • Expense reporting
  • Documentation skills
  • Communications
  • Administrative support
  • Organization
  • Problem resolution
  • Customer service
  • Switchboard operation
  • Front desk management
  • Company directory
  • Message routing
  • Issue response and resolution
  • Data entry documentation
  • Employee training and development
  • Timeline Planning and Management
  • Meeting planning
  • Microsoft
  • Memo preparation
  • Spanish skills
  • QuickBooks
  • Insurance processing
  • Self-starter
  • School records organization
  • Appointment scheduling
  • Spreadsheet development
  • Multitasking and prioritization
  • Deadline-oriented
  • Staff training and development
Education and Training
High School DiplomaHamilton High School WestHamilton , NJ06/2015
BBA: Business Administration And ManagementMercer County Community CollegeTrenton, NJ
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Resume Overview

Companies Worked For:

  • New Jersey Manufacturers Insurance Company
  • Children First Academy
  • ShopRite

School Attended

  • Hamilton High School West
  • Mercer County Community College

Job Titles Held:

  • Phone Operator
  • Administration Assistant
  • Customer Service Cashier

Degrees

  • High School Diploma
    BBA : Business Administration And Management

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