In my previous role as a PBX Operator, I once experienced a surge in call volume due to a system outage. I prioritized calls by urgency, ensuring that emergency calls were handled first. I also maintained a calm and professional demeanor, reassuring callers that their concerns were being addressed. By efficiently managing the call queue and providing clear, concise information, I was able to maintain a high level of customer satisfaction despite the increased workload.

I use a combination of organizational tools and attention to detail to ensure accuracy. For example, I maintain a digital calendar with reminders and set alerts for upcoming appointments. When handling calls, I take detailed notes and confirm information with the caller to avoid errors. Additionally, I regularly review my tasks and follow up to ensure that everything is on track and accurate.

When dealing with an irate caller, I first listen attentively to understand their concerns without interrupting. I then acknowledge their feelings and apologize for any inconvenience. Next, I provide clear and empathetic responses, offering solutions or escalating the issue if necessary. By maintaining a calm and professional tone, I aim to de-escalate the situation and find a satisfactory resolution for the caller.

I actively seek out training opportunities and stay informed about industry trends through online courses, webinars, and professional networks. I also regularly review user manuals and attend company-provided training sessions. By staying proactive in learning new technologies, I can adapt quickly to new systems and improve my efficiency in handling calls and administrative tasks.

In a previous role, I worked with the IT department to resolve a recurring issue with the phone system. I gathered detailed information from affected users and documented the problem. I then coordinated with the IT team to schedule a time for maintenance, ensuring minimal disruption to operations. My role was to act as the liaison between the users and IT, ensuring clear communication and timely updates. By facilitating this collaboration, we were able to resolve the issue efficiently.