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Don Riley
Telephone Exchange Operator
Summary
Highly motivated and experienced Telephone Exchange Operator with a proven track record of providing exceptional customer service and maintaining efficient call handling operations. Processed an average of 100 to 150 calls per hour, consistently exceeding customer expectations. Utilized multiple communication channels to resolve customer concerns promptly and effectively. Assisted in maintaining and updating telephone directory listings, ensuring accurate and up-to-date contact information. Monitored incoming call volumes and call waiting times, adjusting staffing levels as needed to maintain optimal service levels. Provided technical support to customers experiencing phone issues or connectivity problems, troubleshooting and resolving issues efficiently. Assisted with call recording and retrieval for quality assurance and legal purposes, ensuring compliance with regulations.
Education
Associate Degree in Business Administration
March 2017
Skills
- Cloud PBX Operations
- Phone Screening
- Telecommunications Routing
- Call Tracking
- Customer Service
- Telephone Triage
Work Experience
Telephone Exchange Operator
- Assisted in maintaining and updating telephone directory listings, ensuring accurate and uptodate contact information.
- Monitored incoming call volumes and call waiting times, adjusting staffing levels as needed to maintain optimal service levels.
- Provided technical support to customers experiencing phone issues or connectivity problems, troubleshooting and resolving issues efficiently.
- Assisted with call recording and retrieval for quality assurance and legal purposes, ensuring compliance with regulations.
Telephone Exchange Operator
- Processed an average of 100 to 150 calls per hour, ensuring efficient call handling and customer satisfaction.
- Maintained a professional demeanor and provided exceptional customer service over the phone, consistently exceeding customer expectations.
- Utilized multiple communication channels, including phone, email, and live chat, to resolve customer concerns promptly and effectively.
- Efficiently routed incoming calls to appropriate departments or individuals, ensuring timely delivery of messages and requests.
Accomplishments
- Resolved over 100 customer inquiries per day with an average resolution time of less than 2 minutes, exceeding performance expectations.
- Implemented a new call routing system that reduced call waiting times by 30%, enhancing customer satisfaction.
- Trained and mentored new employees, providing guidance on telephone etiquette, call handling techniques, and company policies.
- Developed a comprehensive training manual for Telephone Exchange Operators, covering best practices and industry standards.
- Collaborated with other departments to streamline communication processes, improving overall operational efficiency.
Awards
- Received the Employee of the Month award for exceptional performance and dedication to customer service.
- Recognized with the Quality Service Award for maintaining high standards of telephone etiquette and call handling.
- Awarded the Safety First Award for consistently adhering to safety protocols and ensuring a secure workplace.
- Commended for exceptional communication skills and ability to deescalate challenging customer situations.
Certificates
- Certified Telephone Exchange Operator (CTEO)
- VoIP Professional Certification (VPC)
- CompTIA A+
- Cisco Certified Network Associate (CCNA)
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How To Write Resume For Telephone Exchange Operator
- Highlight your customer service and communication skills.
- Demonstrate your proficiency in using multiple communication channels.
- Showcase your ability to work efficiently under pressure and handle a high volume of calls.
- Provide specific examples of how you have improved call handling processes or resolved customer issues.
Essential Experience Highlights for a Strong Telephone Exchange Operator Resume
- Process incoming and outgoing calls using multiple communication channels.
- Provide exceptional customer service over the phone, consistently exceeding expectations.
- Route calls to the appropriate departments or individuals promptly and efficiently.
- Maintain and update telephone directory listings, ensuring accurate contact information.
- Monitor incoming call volumes and call waiting times, adjusting staffing levels as needed.
- Provide technical support to customers experiencing phone issues or connectivity problems.
- Assist with call recording and retrieval for quality assurance and legal purposes.
Frequently Asked Questions (FAQ’s) For Telephone Exchange Operator
What skills are required to be a successful Telephone Exchange Operator?
The most important skills for a Telephone Exchange Operator are excellent communication and customer service skills. You should also be able to work efficiently under pressure and be able to handle a high volume of calls.
What are the typical responsibilities of a Telephone Exchange Operator?
The typical responsibilities of a Telephone Exchange Operator include answering and directing phone calls, providing information to callers, and troubleshooting phone problems. You may also be responsible for maintaining the phone system and keeping records of calls.
What is the career outlook for Telephone Exchange Operators?
The career outlook for Telephone Exchange Operators is expected to decline in the coming years. This is due to the increasing use of automated systems and the outsourcing of call center jobs to other countries.
What are some tips for writing a standout Telephone Exchange Operator resume?
Some tips for writing a standout Telephone Exchange Operator resume include highlighting your customer service and communication skills, demonstrating your proficiency in using multiple communication channels, and providing specific examples of how you have improved call handling processes or resolved customer issues.
What is the average salary for a Telephone Exchange Operator?
The average salary for a Telephone Exchange Operator is around $15,000 per year.
What are the benefits of working as a Telephone Exchange Operator?
There are many benefits to working as a Telephone Exchange Operator, including the opportunity to help people, the chance to learn new skills, and the opportunity to work in a fast-paced environment.
What are the challenges of working as a Telephone Exchange Operator?
There are some challenges to working as a Telephone Exchange Operator, including the need to work under pressure, the need to deal with difficult customers, and the need to work long hours.