Summary
Overview
Work History
Education
Skills
Timeline
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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
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
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
London
2017

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

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Gloria Harding