Gloria Harding
London
Summary
Dedicated 911 communications operator with over two years of experience responding to emergency calls in a fast-paced environment. Skilled in record-keeping, data entry, and multitasking. With 11 years in customer service and 5 years in management, adept at problem-solving and handling high-tension situations while providing support to individuals facing emotionally challenging circumstances. Committed to making a positive impact within the community, passionate professional who thrives on helping others navigate difficult situations.
Overview
14
14
years of professional experience
Work History
911 Communications Operator
London Police
2016 Dundas St.
05.2023 - Current
- Successfully managed high-stress situations with composure, effectively coordinating multi-agency responses when needed.
- Kept up-to-date on technological advancements in the field, implementing new tools to enhance job performance.
- Monitored multiple sources of information simultaneously, ensuring comprehensive situational awareness during emergencies.
- Maintained accurate records of all communications, ensuring reliable data for future reference and analysis.
- Remained calm and poised in stressful situations, diffusing angry callers and mitigating issues.
- Connected callers with appropriate professional, department, or business.
- Gathered customer information and promptly input data into computer system.
Resource Officer
TD Canada Trust
London, ON
05.2019 - 04.2023
- De-escalated situations and provided solutions to problems customers were experiencing
- Effectively managed assigned cases, collecting and documenting details using different software
- Recorded facts to prepare reports documenting incidents and activities.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Connected callers with appropriate professional, department or business.
- Established and oversaw performance targets for call center associates.
Credit Card Loyalty & Advice Officer
TD Canada trust
11.2018 - 05.2019
- Providing legendary customer service to clientele through inbound service calls and ensured the clients needs are met by providing plus one advice
- Learned and used more advanced systems and obtained further knowledge about new processes
- Expose to more difficult conversations such as retention and the credit review process
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Credit Cards Customer Service Representative
TD Canada trust
05.2016 - 11.2018
- Providing legendary customer service to clientele through inbound service calls
- Works in a statistically driven environment with measured LEI and sales goals
- Uses strong PC skills to multitask on calls
- Knowledgeable about all products and services, and offers valuable advice on every call
- Follow all bank policies and procedures by using PC web on every call and ensuring compliance evaluations are passed
Transitional Team Support Officer
TD Canada trust
02.2018 - 06.2018
- Organized and on boarded multiple classes of new hire agents, by providing them necessary tools and resources for them to be successful in their new role
- Created and lead presentations, group huddles and debriefs on a daily basis with accurate and up to date content
- Prepared and delivered weekly coaching sessions and coached to delivering legendary customer experiences
- Provided remote and live listening support focusing on a balance of compliance, advice and LEI
- Provided daily walk around support and answered questions related to products and procedures
Swing Manager
McDonald's
06.2013 - 06.2016
- Strengthened company's business by leading both the department of guest experience management, and the department of people management
- Answered an average of 10 calls per day by addressing customer inquiries, solving problems and providing new product information
- Organized and oversaw food service training to educate employees on resetting tables, relaying orders to cooks and upselling food and beverages.
- Exceeding customer expectations by providing excellent critical thinking, decision making and problem solving skills.
- Oversaw balancing of cash registers, reconciled transactions and deposited establishment's earnings to bank.
Crew Member
McDonald's
10.2011 - 06.2013
- Catered to each customer's individual needs to ensure they had an outstanding visit at McDonald's restaurant
- Communicated all store initiatives and promotions to customers to generate return business
- Dedicated to continuously improving sales abilities and product knowledge
- Built long-term customer relationships and advised customers on purchases and promotions.
Education
Bachelor of Arts - Criminology
University of Western Ontario
London2017
Skills
- Complex Problem-Solving
- Excellent Communication skills
- Information Intake
- Data Entry
- Critical Thinking
- Can quickly and efficiently navigate multiple systems at once
- Excellent multitasking skills
- Can easily and efficiently regulate emotions
- Teamwork
- Strong decision making skills
Timeline
911 Communications Operator
London Police
05.2023 - Current
Resource Officer
TD Canada Trust
05.2019 - 04.2023
Credit Card Loyalty & Advice Officer
TD Canada trust
11.2018 - 05.2019
Transitional Team Support Officer
TD Canada trust
02.2018 - 06.2018
Credit Cards Customer Service Representative
TD Canada trust
05.2016 - 11.2018
Swing Manager
McDonald's
06.2013 - 06.2016
Crew Member
McDonald's
10.2011 - 06.2013
Bachelor of Arts - Criminology
University of Western Ontario