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Harvey Carter
411 Directory Assistance Operator
Summary
Highly experienced and skilled 411 Directory Assistance Operator with a proven track record of providing exceptional customer service and resolving complex inquiries. Proficient in utilizing advanced search techniques and database management systems to locate hard-to-find information accurately and efficiently. Consistently exceeded performance targets and maintained a high level of customer satisfaction, resulting in a 95% satisfaction rate. Committed to providing timely and reliable assistance to callers, ensuring a seamless and positive experience.
Education
Associate’s Degree
February 2016
Skills
- Advanced Communication Skills
- Efficient Information Gathering
- Proficient Telephone Etiquette
- Incident Response Management
- Database Management
- Customer Service Orientation
Work Experience
411 Directory Assistance Operator
- Maintained a comprehensive knowledge of local and national directories, ensuring accuracy and reliability in responding to callers needs.
- Proficient in operating various call center software and systems, including CRM and call routing technology.
- Consistently met performance targets for call volume, average handling time, and customer satisfaction.
- Effectively managed multiple incoming calls simultaneously, prioritizing and addressing inquiries in a timely manner.
411 Directory Assistance Operator
- Provided accurate and prompt directory assistance to callers seeking residential, business, and government listings, resulting in 95% customer satisfaction.
- Successfully handled over 500 calls per shift, maintaining a high level of accuracy and efficiency in responding to inquiries.
- Utilized advanced search techniques to research and locate hardtofind information for callers, exceeding expectations in resolving complex requests.
- Collaborated effectively with other operators to provide seamless assistance and ensure timely call resolution.
Accomplishments
- Successfully resolved over 500 complex directory inquiries per day, ensuring accurate and timely information delivery.
- Developed and implemented a training program for new operators, resulting in a 20% increase in productivity and customer satisfaction.
- Optimized call handling processes, reducing average wait times by 15%, improving customer experience.
- Consistently exceeded performance targets for call quality, accuracy, and efficiency, receiving recognition from supervisors and peers.
- Effectively utilized advanced directory assistance tools to provide comprehensive and personalized assistance to callers.
Awards
- 411 Excellence Award for Outstanding Customer Service
- Recognition for Highest Call Volume Handled with Accuracy
- Employee of the Month Award for Excellent ProblemSolving Skills
- 411 Operator of the Year Award for Exceptional Proficiency and Professionalism
Certificates
- 411 Directory Assistance Operator Certification (DTOC)
- National Incident Management System (NIMS)
- Incident Command System (ICS)
- First Aid and CPR
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How To Write Resume For 411 Directory Assistance Operator
- Highlight your exceptional communication and interpersonal skills, emphasizing your ability to handle multiple calls simultaneously and prioritize inquiries effectively.
- Quantify your accomplishments whenever possible, using specific metrics to demonstrate your impact on customer satisfaction and call resolution rates.
- Showcase your proficiency in utilizing advanced search techniques and database management systems, highlighting your ability to locate hard-to-find information accurately and efficiently.
- Emphasize your ability to work independently and as part of a team, demonstrating your flexibility and adaptability in a fast-paced call center environment.
- Include keywords relevant to the 411 Directory Assistance Operator role, such as ‘directory assistance’, ‘customer service’, ‘call handling’, and ‘information retrieval’.
Essential Experience Highlights for a Strong 411 Directory Assistance Operator Resume
- Provided accurate and prompt directory assistance to callers seeking residential, business, and government listings.
- Successfully handled over 500 calls per shift, maintaining a high level of accuracy and efficiency in responding to inquiries.
- Utilized advanced search techniques to research and locate hard-to-find information for callers, exceeding expectations in resolving complex requests.
- Collaborated effectively with other operators to provide seamless assistance and ensure timely call resolution.
- Maintained a comprehensive knowledge of local and national directories, ensuring accuracy and reliability in responding to callers’ needs.
- Proficient in operating various call center software and systems, including CRM and call routing technology.
- Consistently met performance targets for call volume, average handling time, and customer satisfaction.
Frequently Asked Questions (FAQ’s) For 411 Directory Assistance Operator
What are the key skills required to be a successful 411 Directory Assistance Operator?
The key skills required for a successful 411 Directory Assistance Operator include excellent communication and interpersonal skills, proficiency in utilizing advanced search techniques and database management systems, the ability to handle multiple calls simultaneously and prioritize inquiries effectively, and a strong commitment to providing exceptional customer service.
What are the typical job responsibilities of a 411 Directory Assistance Operator?
The typical job responsibilities of a 411 Directory Assistance Operator include providing accurate and prompt directory assistance to callers seeking residential, business, and government listings, utilizing advanced search techniques to locate hard-to-find information, collaborating effectively with other operators, maintaining a comprehensive knowledge of local and national directories, and consistently meeting performance targets for call volume, average handling time, and customer satisfaction.
What are the career advancement opportunities for a 411 Directory Assistance Operator?
Career advancement opportunities for a 411 Directory Assistance Operator may include promotions to supervisory or management roles, specializing in a particular area of directory assistance, or transitioning into related roles within the customer service or information technology industry.
What type of work environment can I expect as a 411 Directory Assistance Operator?
As a 411 Directory Assistance Operator, you can expect to work in a fast-paced call center environment, typically in a dedicated office space. You will be expected to work independently and as part of a team, adhering to established protocols and performance standards.
What are the typical qualifications required to become a 411 Directory Assistance Operator?
The typical qualifications required to become a 411 Directory Assistance Operator include a high school diploma or equivalent, excellent communication and interpersonal skills, proficiency in utilizing computer systems and software, and a strong customer service orientation.
What are the benefits of working as a 411 Directory Assistance Operator?
The benefits of working as a 411 Directory Assistance Operator may include flexible work schedules, opportunities for career advancement, and the satisfaction of providing valuable assistance to customers in need.
What are the challenges of working as a 411 Directory Assistance Operator?
The challenges of working as a 411 Directory Assistance Operator may include handling a high volume of calls, dealing with difficult or irate customers, and working under pressure to meet performance targets.
What is the average salary range for a 411 Directory Assistance Operator?
The average salary range for a 411 Directory Assistance Operator varies depending on experience, location, and employer, but typically falls within the range of $15,000 to $30,000 per year.