411 Directory Operator, Toll operator, Manager@ Southwestern Bell Tele

Ruby Chew

Kansas City, MO ***** • 812-***-**** • ************@*****.***

Professional Summary

Attentive Member Service Specialist well-versed in handling all type of memberships and/or member issues to boost satisfaction and accomplish condo booking objectives. Skillful in managing routine member requirements, Travel Industry standards and successful customer service techniques. Talented relationship-builder and analytical problem-solver. Received Tom Lyons Award as Employee of the Year Award December 2014.

Skills

CSR systems

Relationship building

Customer service standards

Call center operations

Professional telephone demeanor

Complaint resolution

Work History

Member Service Specialist, 06/2006 to 03/2020

Global Connections Inc. – Overland Park, KS

Successfully handled high volume of inbound calls while representing offerings such as booking condos worldwide, provided quotes on all products available thru Buying Services, and suggested when to purchase additional stars to lower the cost of a condo or more than one condo for 8 day/7 night condo stay.

Maintained updated knowledge of internal processes and industry best practices to optimize service delivery via phone or email.

Kept administrative records current and accurate to promote efficiency and team effectiveness

(problem solving in an efficient and timely manner Manager Operator Services, 06/1969 to 11/1999

Southwestern Bell Telephone Company – Mission, KS

Tended equipment during operation and monitored 411 and "0" operator(s) readouts to determine areas of concern and quickly correct problems

Identified quality/quantity of calls handled by operators and Service Assistants by routinely monitoring and analyzing, tracked attendance/punctuality and provided constructive criticism in all areas of work

Supported management decision-making by compiling operational and production data into daily logs.

Completed work according to schedule and helped struggling team members as well as commending those exceeding expectations.

Education

Business Administration And Management

University of Missouri - Kansas City - Kansas City, MO Bachelor Of Business Administration: Business Machine Repair University of Missouri - STL

Bachelor Of Business Administration: Managerial Organizational Skills National American University - Kansas City, MO

Additional Information

Due to COVID-19 I was laid off work 3/20/20. To this date I receive calls from members and former peers with questions pertains to memberships, airfare an other work related issues.

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