Dori Weidman
Lancaster
Summary
Dedicated switchboard operator with exceptional communication skills and a proven track record in customer service. Skilled in call routing and managing high volumes of calls, ensuring efficient operations and customer satisfaction.
Overview
34
34
years of professional experience
Work History
Lead Switchboard Operator
Penn Medicine Lancaster General Hospital
Lancaster, PA
04.2024 - Current
- Operated multi-line switchboard, efficiently directing calls to appropriate departments.
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Maintained accurate call logs and documentation for effective communication tracking.
- Collaborated with hospital staff to streamline communication processes and enhance operational efficiency.
- Assisted in training new employees on switchboard operations and customer interaction protocols.
- Monitored emergency communication systems, ensuring rapid response during critical situations.
- Adapted to changing priorities and high-volume call scenarios while maintaining professionalism.
- Connected callers with appropriate professional, department, or business.
- Implemented process improvements that enhanced call handling speed and accuracy across shifts.
- Managed high volume of calls during peak hours, maintaining composure under pressure while efficiently handling each caller''s needs.
- Streamlined administrative tasks such as message-taking and appointment scheduling for increased productivity across multiple departments.
- Delivered excellent customer service through active listening skills and empathetic problem-solving approaches with callers'' concerns or complaints.
- Contributed to positive workplace culture by fostering a collaborative environment and assisting colleagues when needed.
- Updated company directory regularly, ensuring accurate contact information for all employees and departments.
- Announced important information and emergency notifications over PA system.
Switchboard Operator
Communication Center
Lancaster, PA
09.1992 - 02.2024
- Operated multi-line switchboard to manage incoming and outgoing calls efficiently.
- Directed calls to appropriate departments, ensuring prompt communication across teams.
- Provided excellent customer service by addressing inquiries and resolving issues effectively.
- Maintained accurate call logs and documentation for operational tracking and reporting.
- Trained new staff on switchboard operations and customer service standards.
- Implemented improvements in call handling procedures, increasing overall efficiency.
- Enhanced customer satisfaction by promptly addressing inquiries and directing them to the appropriate department.
- Operated switchboard and routed incoming calls to appropriate departments.
- Assisted colleagues with achieving task requirements, aiding team productivity and performance.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- Followed up on customer inquiries to confirm issues were adequately addressed.
- Solved customer inquiries regarding products, orders and account balances quickly to meet service targets.
- Handled customer escalations professionally, upholding positive team reputation and maintaining satisfaction.
- Connected callers with appropriate professional, department, or business.
Education
GED -
Pennsylvania Department Of Education
Lancaster, PASkills
- Operating switchboards
- Quick-learning
- Telephone operations
- Dependability
- Empathy and patience
- Flexibility
- Strong telephone etiquette
- Filing management
- Work prioritization
- Typing speed
- FLUENT IN SPANISH
- Appointment setting
- Excellent verbal communication skills
- Assertiveness
- Call routing
- Strong memory
- Multi-line phone systems
- Making appointments
- Information processing
- Clerical support
- Message taking
- Switchboard knowledge
- Front desk operations
- Call transfers
Languages
Spanish
Native or Bilingual
Timeline
Lead Switchboard Operator
Penn Medicine Lancaster General Hospital
04.2024 - Current
Switchboard Operator
Communication Center
09.1992 - 02.2024
GED -
Pennsylvania Department Of Education