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Sterling Watson
Telephone Answering Service Operator
Summary
Highly accomplished Telephone Answering Service Operator with 5+ years of experience in the industry. Proven ability to handle a high volume of calls efficiently and effectively, with a strong focus on customer satisfaction. Demonstrated expertise in utilizing multiline telephone systems, CRM software, and telephone etiquette to provide exceptional support. Seeking a challenging role where I can contribute my skills and continue to excel in providing top-notch customer service.
Education
Associate of Applied Science in Business Administration
December 2015
Skills
- Inbound Call Handling
- Outbound Call Management
- Telephone Etiquette
- Customer Service
- Multi-Line Management
- Message Taking
Work Experience
Telephone Answering Service Operator
- Took detailed messages and accurately relayed information to the intended recipients, ensuring proper communication.
- Provided exceptional customer service by resolving queries promptly and courteously, exceeding customer expectations.
- Utilized CRM software to record and track call details, ensuring complete and accurate documentation for future reference.
- Monitored call quality and provided feedback to callers to improve communication effectiveness.
Telephone Answering Service Operator
- Demonstrated strong communication and interpersonal skills by effectively handling incoming calls with professionalism, empathy, and efficiency.
- Processed an average of 100+ calls per day, maintaining a high level of accuracy and customer satisfaction.
- Utilized multiline telephone systems to efficiently manage multiple calls simultaneously, ensuring timely responses and resolution.
- Screened and prioritized calls, directing them to appropriate departments or individuals within the organization.
Accomplishments
- Successfully implemented a new call routing system, reducing average customer wait time by 25%.
- Developed and implemented a training program for new operators, resulting in a 15% increase in new hire retention rate.
- Streamlined call handling processes, reducing average call handling time by 10% without compromising quality.
- Introduced and managed a team of remote operators, increasing call coverage and improving customer response times.
- Developed and delivered comprehensive customer service training sessions, enhancing team knowledge and skills.
Awards
- Received Operator of the Month award for exceptional customer service, handling over 500 calls with 100% customer satisfaction rating.
- Recognized for outstanding accuracy and call logging, achieving a 99.9% call accuracy rate.
- Commended for exceptional communication and problemsolving skills, resolving over 75% of customer inquiries during the first call.
- Received Top Performer award for consistently exceeding call volume and service level targets.
Certificates
- Certified Telecommunications Network Specialist (CTNS)
- Cisco Certified Network Associate (CCNA)
- CompTIA A+ Certification
- Microsoft Office Specialist (MOS)
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How To Write Resume For Telephone Answering Service Operator
- Highlight your strong communication and interpersonal skills, emphasizing your ability to handle calls with empathy and professionalism.
- Quantify your accomplishments whenever possible, using specific metrics to demonstrate your impact on the organization.
- Showcase your proficiency in using multiline telephone systems and CRM software, as these are essential tools for Telephone Answering Service Operators.
- Emphasize your commitment to providing exceptional customer service and going the extra mile to meet customer needs.
Essential Experience Highlights for a Strong Telephone Answering Service Operator Resume
- Handled a high volume of incoming calls, maintaining a high level of accuracy and professionalism
- Processed an average of 100+ calls per day, screening and prioritizing calls, and directing them to appropriate departments or individuals within the organization
- Took detailed messages and accurately relayed information to the intended recipients, ensuring proper communication
- Utilized CRM software to record and track call details, ensuring complete and accurate documentation for future reference
- Provided exceptional customer service by resolving queries promptly and courteously, exceeding customer expectations
Frequently Asked Questions (FAQ’s) For Telephone Answering Service Operator
What are the key skills required to be a successful Telephone Answering Service Operator?
Key skills include strong communication and interpersonal skills, proficiency in using multiline telephone systems and CRM software, and a commitment to providing exceptional customer service.
What are the typical responsibilities of a Telephone Answering Service Operator?
Responsibilities include handling a high volume of incoming calls, screening and prioritizing calls, taking detailed messages, utilizing CRM software, and providing exceptional customer service.
What industries commonly utilize Telephone Answering Service Operators?
Telephone Answering Service Operators are commonly employed in various industries, including healthcare, legal, financial, and education.
What are the career advancement opportunities for Telephone Answering Service Operators?
With experience and additional training, Telephone Answering Service Operators can advance to roles such as Customer Service Supervisor, Call Center Manager, or Quality Assurance Analyst.
What are the educational requirements to become a Telephone Answering Service Operator?
While formal education is not always required, many Telephone Answering Service Operators hold an Associate’s degree in Business Administration or a related field.