Yyyyyy x. yyyyyy

Experienced customer service and operations professional with 15+ years of experience within high-stress environments and significant experience in providing stellar levels of service to internal and external customers. Experienced in dispatching emergency services, managing a multi-line switchboard, analyzing customer service issues, and developing comprehensive best practices. Equipped with a significant level of communication and interpersonal abilities in addition to a strong background in effectively fostering positive relationships with co-workers, vendors, clients, and members of management.

• Directly manage several operational and logistics functions within a fast-paced environment with a focus on increasing productivity and efficiency
• Utilize superior communication and interpersonal skills in order to foster positive relationships with both internal and external customers in addition to diffusing complex customer service issues
• Dispatch emergency services (fire, police, etc ) as needed to medical emergencies, service calls, fires, and various aircraft alerts such as security breaches
• Handle several calls simultaneously through a multi-line switchboard system, monitor alarm systems, and prioritize calls in order to ensure emergency situations are quickly addressed
• Respond in a tactful manner to media calls in the absence of the Public Relations Officer, ensure daily logs are completed, and maintain employee documentation such as attendance and overtime
• Achievements Include:
• Played an integral role in the Emergency Operations Center activation which required superior time management and organizational abilities
• Acted as OOC which required analyzing operational issues and making key decisions which affected daily airport operations
• Awarded a Gold Phoenix Excellence Award (2005)

• Sr. Account Manager/Unit Coordinator, Discover Financial Services