Ashley King

• Phone: +1 416 555 0123
• Email: ashley.king@email.com
• Location: Toronto, Canada
• LinkedIn: ashleykingto

Summary

Six years of dedicated experience as a Telephone Operator, adept at managing high-volume call traffic and ensuring seamless communication flow. Proven ability to efficiently direct inquiries, provide accurate information, and maintain a professional and empathetic tone in diverse service environments, contributing to enhanced caller satisfaction.

Skilled in utilizing advanced call management systems and implementing best practices for call handling and escalation, consistently meeting and exceeding service level agreements. Committed to delivering exceptional communication support and maintaining operational efficiency.

Experience

Senior Telephone Operator, Maple Leaf Connect Inc. -- Toronto, Canada

Mar 2020 – present

• Managed an average of 120-150 inbound calls daily, directing inquiries to appropriate departments with 98% accuracy.

• Trained and mentored 5 new telephone operators, improving team efficiency by 15% within the first three months.

• Implemented a new call logging system, reducing call resolution time by 10% and improving data retrieval for management.

• Resolved complex caller issues, de-escalating challenging situations and maintaining a high level of customer satisfaction.

Telephone Operator, Ontario Health Services -- Toronto, Canada

Jan 2018 – Feb 2020

• Handled critical calls for a large healthcare network, accurately relaying messages and connecting callers to medical personnel.

• Maintained strict confidentiality of patient information while managing sensitive inquiries with discretion.

• Assisted in coordinating emergency calls, ensuring rapid response and accurate information dissemination to relevant teams.

• Utilized multi-line phone systems and internal directories to efficiently route calls, supporting over 50 departments.

Education

George Brown College, Diploma in Office Administration - General -- Toronto, Canada

Sept 2016 – June 2017

Skills

Call Management & Communication: Multi-line Phone Systems, Call Routing, Call Screening, Inbound/Outbound Call Handling, Professional Telephone Etiquette, Active Listening, Clear Verbal Communication, Conflict Resolution, De-escalation Techniques

Technical & Administrative: CRM Software, Microsoft Office Suite (Word, Excel, Outlook), Data Entry, Appointment Scheduling, Information Dissemination, Record Keeping, Call Logging Systems

Customer Service & Interpersonal: Customer Satisfaction, Empathy, Patience, Problem-Solving, Team Collaboration, Adaptability, Time Management, Stress Management