Kathleen F. Coelho

***** ******* *** *****

Clermont, Florida 34711

Telephone: 352-***-****

Email: adpcrf@r.postjobfree.com

OBJECTIVE & SUMMARY PROFILE

My objective is to contribute to the work force from my home office doing what I enjoy most; talking to people and ultimately solving their issues by listening to the problem, showing empathy when necessary, and treating them the way we all want to be treated on the phone; with respect. I have worked in the customer service call center environment for the ABC Television Network, Walt Disney World, and was a Telecommunications Analyst at Digital Equipment Corporation / Compaq Computer Corporation. I am always willing to learn new fields of support through any available training.

I would also be interested in any typing positions you may have available.

WORK EXPERIENCE

2/6/2019 – Present Walt Disney World, Lake Buena Vista, Florida

Customer Service / Guest Services Call Center Rep.

Answer all incoming internal and external calls to and from Walt Disney World, cast members, in-house guests, and future guests from all over the world

Assist in-house guests with all information requested (balance of expenses, dining credits, hours of parks openings and closings, all special events, all things Disney) that are provided on Disney Hub, as well as Emergency 911 situations

Resolving issues

Handle agitated callers with care, strong listening skills, empathy, and professionalism

Log all phone conversation information with guests on message pages of reservation for future reference

Fill out all forms on-line for complaints, special requests, supervisor notifications (if critical enough to pass on to supervisor), fill out hotel manager forms if manager is needed for guest assistance

Take calls from Arise for further processing

Furloughed due to Coronavirus

2004 - 2007 Walt Disney World, Lake Buena Vista, Florida

Customer Service / Call Center Rep.

Answer all incoming internal and external calls to and from Walt Disney World, ABC Television Network, cast members, in-house guests, and future guests from all over the world

Assist in-house guests with all information requested (balance of expenses, dining credits, hours of parks openings and closings, ticket pricing and sales, all special events, all things Disney) that are provided on Disney Portal

Resolving issues

Handle agitated callers with care, strong listening skills, empathy, and professionalism

Log all phone conversation information with guests on message pages of reservation for future reference

Fill out all forms on-line for complaints, special requests, supervisor notifications (if critical enough to pass on to supervisor), fill out hotel manager forms if manager is needed for guest assistance

Reason for Leaving: Auto Accident, injured badly; temporarily disabled

1981 – 2003 Digital Equipment / Compaq Computer Corporation Nashua, N.H.

(Note: Compaq Computer bought out Digital in 2000)

Technical Associate / Scheduling / Telecommunications Analyst

Switchboard Operator

Voice Administration support for New Hampshire and Marlboro, Massachusetts sites resulting in direct contact with customers for their telephone needs

Provided telephone software and voicemail customer service to over 3,000 employees

Proficient in SL100 programming, telephony training, and voicemail administrative control (creating, modifying, deleting, and training classes), and maintaining the data base.

Retrieved voice requests and repair calls from Quest tracking system to submit work orders, schedule date of work with technicians, execute and close

Researched proposed locations to ensure all phone lines by previous tenants were disconnected and any additional voice jack needs were installed to ensure clean environment for new tenants and to meet their working needs.

Worked with the telephone technicians scheduling projects and daily orders; set expectation dates with customers

Consulted and developed business requirements / configurations with first level management for their specific voice/data needs. Supplied recommendations to immediate manager on nature, scope and complexity of these solutions.

Recommended standards and procedures appropriate to our process by sending links to end users for assistance (i.e.: voice request forms, voicemail instructions, telephony information)

Implemented solutions as part of Project Management Site Team for office reconfigurations for voice and data processes to meet deadline dates. Attended move meetings for large scale group moves, adds, and changes with customers and site support teams.

Participated on two Kaizen teams to learn and implement process problem solving techniques.

Gathered group metrics for management reporting

Supplied personal weekly status reports to management team

Updated site team and help desk with quality information to keep all files updated for customer assistance

Set expectations of delivery dates notification of customer base

Began as temporary employee on the Switchboard taking all internal and external calls

Reason for Leaving: Downsized, N.H. sites were closing; moved to Florida

1976 – 1981 Centronics Data Computer Corp., Hudson, N.H.

“TWX and TELEX” – Teletype communications

Typed hundreds of messages per day to our offices all over the world as well as well as companies we supported

Switchboard Operator – filled in during breaks

Reason for leaving: Centronics closed when Digital Equipment Corporation came to N.H.

1969 – 1975 Berkshire Hathaway, New Bedford, Massachusetts

Personnel Department – in the morning: filing, collecting applications, scheduling interviews

Purchasing Department – in the afternoon: filing, typing Purchase Orders, calling companies to get best prices possible for items being purchased to give to our Purchasing Agent for his perusal

Switchboard Operator – filled in for operator’s lunch and breaks. Answering all incoming calls and connecting them to correct personnel.

Reason for Leaving: Moved to New Hampshire

EDUCATION & AWARDS

1969 Dartmouth High School Graduate

Digital Equipment Corporation: Provided Training Classes in Telephony and Voicemail,

Voice/Data Certifications Received,

Customer Service awards for excellence in service

Disney World: Awards for Excellence in Customer Service, Phone calls forwarded to management with compliments of customer service received

N.T.I.: The following classes were completed with the National Telecommuting Institute (N.T.I.):

Certification, Typing Master, Email 101 & Beyond Email,

Internet 101 & Internet Safety, Interviewing Skills, Introduction to Computer Basics, Career Planning & Safety, Job Success, Resume Writing Class, Word 2007,

MS Word 2010, Beyond Email, MS Outlook 2010,

MS Excel 2010, Facebook 101, Email Basics,

Internet Explorer 8, MS Outlook 2003, MS Excel 2007,

MS Word 2007, Mozilla Firefox

Typing Skills: 60 wpm 95-100% Accuracy

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