Stephanie Dula
Lenoir
Summary
Adept at managing high-stakes situations, I significantly enhanced workflow efficiency at Lenoir Police Department. My expertise in system monitoring and exceptional interpersonal skills led to improved customer satisfaction and cross-departmental collaboration. Recognized for confidentiality and adaptability, I excel in fast-paced environments, ensuring accuracy and calm under pressure.
Overview
8
8
years of professional experience
Work History
Telecommunications Operator
Lenoir Police Department
08.2016 - Current
- Handled sensitive customer data with discretion, adhering to strict confidentiality protocols at all times.
- Managed high call volume while maintaining professionalism and composure during periods of peak demand.
- Connected callers with appropriate professional, department, or business.
- Implemented process improvements that led to increased workflow efficiency within the telecommunications department.
- Maintained detailed records of interactions with customers for future reference and problem resolution assistance.
- Maintained up-to-date knowledge of emergency call procedures.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Assisted in the development of training materials to ensure new hires were well-prepared to handle telecommunications tasks.
- Enhanced customer satisfaction by efficiently addressing and resolving technical issues in a timely manner.
- Attended safety training meetings to learn procedures for handling medical and fire emergency calls.
- Conducted regular equipment tests, identifying potential issues before they escalated into larger problems.
- Coordinated with other departments for seamless troubleshooting efforts, fostering strong cross-functional relationships within the organization.
- Delivered exceptional customer service while managing multiple priorities simultaneously under tight deadlines.
- Conducted regular inspections of telecommunications systems to identify and repair any potential issues.
- Remained calm and poised in stressful situations, diffusing angry callers and mitigating issues.
- Managed high volume of incoming calls from customers, providing outstanding customer service to callers.
- Gathered customer information and promptly input data into computer system.
Education
GED -
CCC&TI
Hudson, NCSkills
- Front desk operations
- Greeting customers
- Professional communication
- System monitoring
- Incident reporting
- Call routing
- Incident prioritization
- Public safety awareness
- Data entry
- Information gathering
- Typing speed
- Multi-line phone system
- Records maintenance
- Geographical expertise
- Confidentiality
- Processing requests
- Caller engagement
- Teamwork and collaboration
- Prioritizing situations
- Attention to detail
- Dependable and responsible
- Multitasking Abilities
- Critical thinking
- Adaptability and flexibility
- Verbal and written communication
- Situational awareness
- NCIC database
- Documentation and reporting
Timeline
Telecommunications Operator
Lenoir Police Department
08.2016 - Current
GED -
CCC&TI
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