Telecommunications Operator Resume Example W Hotel Union Square

TELECOMMUNICATIONS OPERATOR

Summary

Outgoing, service-oriented PBX Operator with 25 years of employment handling high-volume call environments. History of managing 300 calls per day with a helpful, friendly attitude. Experienced managing multiple calendars and schedules.

Adept at sorting messages, connecting calls and updating the system. Excellent customer relations and data entry skills along with the expertise to manage additional phone lines.

Experience

Telecommunications Operator|W Hotel Union Square - New York, NY|08/2005 - Current

Managed corporate phone services for bustling business with 250 employees by routing calls quickly and accurately.
Answered up to 300 calls per day in fast-paced environment, transferring callers to appropriate personnel.
Completed connections between callers, departments and professionals.
Accurately transcribed message details and promptly relayed to appropriate recipients.
Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
Managed corporate phone services for bustling business with [Number] employees by routing calls quickly and accurately.
Provided administrative support to area employees, including routing mail, ordering supplies and filing documents.
Alerted staff of emergency information and general announcements using PA system.
Provided training and coaching to new PBX operators.
Handled incoming calls with friendly and cheerful attitude for organization using [Number]-line system.
Supported end-users with network and device troubleshooting and diagnosis.
Evaluated client telecommunications needs and recommended targeted solutions.
Communicated with end-user to address device problems and implement technical or procedural solutions.
Monitored and replenished telecommunications equipment inventory for facilities and networks.
Reviewed project drawings to perform installation activities according to specifications.
Worked overtime, including evenings and weekends, to respond to emergencies and fix unsafe conditions.
Read blueprints and repair manuals to identify mechanical problems and fix each in accurate manner.
Performed regular tests on systems to ensure all components were running well.
Reviewed work orders and communicated with prior shift to assess work needs for day.
Collaborated with technical staff, engineering personnel and vendors to coordinate system improvements.

Front Desk Agent|W Hotels Union Square - New York, NY|02/2004 - 08/2005

Contacted housekeeping services and maintenance personnel regarding problems with guest rooms.
Drafted and maintained incident reports, daily activity logs and other documents requested by management.
Cultivated professional relationships with guests through active response, dedicated assistance and [Skill], improving customer retention [Number]%.
Warmly greeted incoming guests, issuing room keys and providing information regarding policies and amenities.
Issued room keys to guests upon check-in and answered questions regarding proper use.
Responded to inquiries and room requests made online, by phone or email.
Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
Educated guests regarding important property information and directions to all areas of hotel, including casino, gift shop and restaurants.
Developed vast knowledge of local area to provide guests with information about dining options, arts, and culture, and entertainment.
Arranged special accommodations for guests to maintain optimal satisfaction
Monitored safety, health and sanitation processes throughout all areas and enforced rules to promote security and safety.
Posted room charges such as food, liquor and telephone calls based on individual customer actions.
Stayed current on local attractions and special events to help guests with entertainment options.
Received all incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.
Maintained accurate bookkeeping of important files, ran reports and delivered updates on occupancy and revenues to [Job title] on [Timeframe] basis.
Maintained smooth operations by correctly assigning rooms and coordinating efficient guest check-ins and check-outs.
Pleasantly answered phone calls and routed to proper guest or department.
Informed travelers of hotel security features and offered details regarding safety processes and procedures.
Addressed and welcomed [Number] guests to business per day, improving overall customer service and engagement.
Computed guest billings and posted charges to room accounts.
Managed customer complaints and rectified issues to complete satisfaction.
Monitored reservations to track incoming parties and special events.
Educated patrons on entertainment and sporting events in nearby areas and made reservations to establishments, boosting local tourism.
Worked with [Job title]s and [Job title]s to meet all incoming guest needs, smooth check-in processes and maximize satisfaction.
Balanced accounts and conducted nightly audits to keep bookkeeping current.
Handled payment processing duties and provided customers with receipts and proper bills and change.
Set guest and group reservations and processed check-ins and check-outs.
Explained and pointed out property details to patrons, including dining areas, pool, spa and fitness center.
Managed all front desk operations for busy high-volume hotel.
Set and optimized employee schedules to secure proper coverage for all shifts.
Coordinated with internal departments to handle wide range of guest needs.
Posted charges, updated accounts and issued bills to departing guests.
Reserved guest rooms over phone, in person and via computer for travelers and provided confirmations.
Confirmed transactional data by verifying name and payment information and clearly communicating costs and fees to patrons.
Aided other hotel personnel in various capacities, including handling purchases at gift shop during peak periods.
Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.
Answered phones, responded to customer inquiries and transferred calls to appropriate staff members.
Pleasantly greeted every guest approaching front desk, maintaining pleasant demeanor even during moments of stress.
Completed end-of-day reporting and balanced registers to maintain financial accuracy.
Promoted loyalty by signing customers up for SPG rewards program and encouraged repeat stays through exceptional service.
Input customer data using GALAXY, LIGHT SPEED and GXP software and made immediate updates to reflect room changes.
Initiated cleaning and upkeep of rooms, informing housekeeping when rooms had been vacated.
Secured guest valuables in main safe or individual boxes.
Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
Conducted market surveys and industry studies to identify need and demand for [Product or Service] and new clientele.

Order Taker|W Hotel Union Square - New York, NY|11/2003 - 02/2004

Reduced work stoppages by keeping counter areas well stocked with drink supplies, condiments and napkins during non-peak hours.
Carefully reviewed prepared items against customer orders to verify accuracy prior to delivery.
Maintained up-to-date knowledge of menus, kitchen practices and other areas of interest to accurately fulfill orders and answer customer questions.
Clearly communicated additional meal requirements, allergies, dietary needs and special requests to kitchen.
Operated cash register to receive payments and issue change with high degree of accuracy.
Received food and beverage orders from guests via telephone and accurately relayed orders to service attendants.
Met upselling objectives by frequently suggesting upgrades and related menu items such as drinks and desserts.
Pleasantly greeted and welcomed customers to establishment prior to taking food order.
Communicated effectively with kitchen staff regarding menu questions, length of wait, incorrect orders and product availability.
Kept detailed track of order inventories and verified timing and specifications of additional orders based on known customer preferences.
Maintained accounting requirements by discussing fees, preparing contracts and invoicing clients for completed shipping and ordering work.
Reviewed customer requests, resolved questions and defined specifications before completing orders.
Inspected outgoing packages and documents to verify conformance to customer order requirements and requests.
Verified client information and validated data before creating shipping paperwork and internal documents.
Collected payment from customers based on outlined payment plans and business standard operating procedures to prevent collections issues and overly aging accounts.
Obtained customer information from phone calls and email communication and entered in into MICROS and GXP to update in
Created agendas and communication materials for team meetings.
Recognized by management for providing exceptional customer service.
Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
Provided excellent service and attention to customers when face-to-face or through phone conversations.
Improved operations by working with team members and customers to find workable solutions.
Improved customer satisfaction by finding creative solutions to problems.

Patient Services Coordinator|Woodside Medical - Flushing, NY|08/2000 - 11/2003

Oversaw patient registrations by collecting information, verifying benefits and submitting paperwork.
Organized and maintained patient charts with proper classification and filing systems.
Coordinated billing activities on behalf of 15 + providers, including coordinating insurance authorizations, collecting co-payments and resolving discrepancies.
Answered over 100 telephone calls per day to schedule appointments and answer patient questions.
Coordinated between patients and healthcare professionals to meet patient needs.
Ran statements each month to review outstanding balances and identify accounts in need of collection processing.
Utilized customer service skills and detailed system knowledge to support hospital and clinic operations.
Scheduled and confirmed patient appointments with patients and healthcare professionals.
Checked claims for errors, corrected issues and mailed out promptly.
Accessed patient information through variety of office software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
Educated patients and families on treatments, procedures, medications, continuing care and community resources.
Checked daily doctor schedules and verified insurance.
Scheduled patient appointment and procedures.
Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
Provided excellent service and attention to customers when face-to-face or through phone conversations.
Improved operations by working with team members and customers to find workable solutions.

Skills

Appointment setting
Reservation coordination
Call transfers
Patient scheduling
Calendar scheduling
Patient care scheduling
Billing dispute resolution

Claims processing
Electronic authorization processing
Insurance plan verification
Database management
Planning and coordination
Invoice generation
Team building

Education and Training

Newtown High School||Elmhurst, NY|06/1990High School Diploma

Resume Overview

Companies Worked For:

W Hotel Union Square
W Hotels Union Square
Woodside Medical

School Attended

Newtown High School

Job Titles Held:

Telecommunications Operator
Front Desk Agent
Order Taker
Patient Services Coordinator

Degrees

High School Diploma

Telecommunications Operator Resume Example

Resume Score: 80%

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