Cheryl Walker
Torrance
Summary
Resourceful professional in communication services, known for high productivity and efficiency in task completion. Possess specialized skills in rapid information processing, effective call routing, and maintaining calm under pressure. Excel using empathy, active listening, and clear communication to resolve inquiries and facilitate connections. Experienced communications operator adept at training and evaluating team performance. Strong problem-solving skills coupled with a commitment to exceptional service delivery. Ready to leverage expertise to improve communication protocols and operational efficiency. Pleasant Telephone Operator delivering service with smile. Remaining calm and organized in high-volume call environments. Considered valuable and hardworking employee. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Overview
17
17
years of professional experience
Work History
Sr Communications Operator
City of Los Angeles
Los Angeles
08.2002 - 07.2019
- Monitored radio communications to ensure timely dispatch of city services.
- Assisted in training new operators on protocols and communication tools.
- Responded to citizen inquiries, providing information and support as needed.
- Collaborated with team members to improve communication procedures and efficiency.
- Provided customer service over the telephone, responding to inquiries and requests in a professional manner.
- Reported any malfunctions or errors found in communications equipment immediately.
- Attended training sessions on new technologies used by the communications center.
- Operated multi-line phone systems to route incoming calls accurately.
- Evaluated performance of Communications Operators on an ongoing basis and provided feedback and coaching when necessary.
- Performed administrative duties such as filing reports, data entry, updating databases.
- Answered incoming calls and routed to the appropriate personnel.
- Ensured that all communications were handled in a timely manner according to established protocols.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Greeted visitors or callers to handle inquiries or direct to appropriate persons.
- Completed connections between callers, departments and professionals.
- Developed strong professional relationships with employees and clients through effective customer service skills.
Education
High School Diploma -
Susan Miller Dorsey High School
Los Angeles, CA06-1981
Skills
- Radio communication
- Call routing
- Communications equipment
- Data entry
- Dispatch protocol
- Customer service
- Performance evaluation
- Administrative support
- Effective communication
- Problem solving
- Attention to detail
- Conflict resolution
- Time management
- Empathy and patience
- Professionalism and courtesy
- Telephone reception
- Radio operation
- Call monitoring
- Telephone etiquette
- Problem-solving abilities
- Written communication
- Professional demeanor
- Front desk management
- Customer assistance
- Problem-solving aptitude
- Emergency calling
- Multitasking
- Communication Etiquette
References
References available upon request.
Timeline
Sr Communications Operator
City of Los Angeles
08.2002 - 07.2019
High School Diploma -
Susan Miller Dorsey High School
Similar Profiles
Erika MayErika May
Senior Personnel Analyst at City Of Los Angeles - Los Angeles World AirportsSenior Personnel Analyst at City Of Los Angeles - Los Angeles World Airports
Noel BustamanteNoel Bustamante
Barback at Death and Co Los Angeles, City Of Los Angeles, CABarback at Death and Co Los Angeles, City Of Los Angeles, CA
Julian ZelayaJulian Zelaya
Elections Assistant IV/Supervisor at City of Los Angeles, Office of the City ClerkElections Assistant IV/Supervisor at City of Los Angeles, Office of the City Clerk
Andrew GilAndrew Gil
Pool Lifeguard and Open Water Lifeguard at City of Alhambra, City of Los AngelesPool Lifeguard and Open Water Lifeguard at City of Alhambra, City of Los Angeles
Michael MizunoMichael Mizuno
Assistant Language Teacher at Matsubara City Board of EducationAssistant Language Teacher at Matsubara City Board of Education