As a Assistant Switchboard Manager, I play a pivotal role in ensuring smooth operations and exceptional service delivery. My primary duty is to act as the first point of contact for all calls to the Trust, ensuring efficient and satisfactory enquiry management. My role involves coordination, leadership, and strategic planning to meet the Trust’s communication needs with high standards of service and efficiency. Below are the key responsibilities I handle:• Leadership and Support: With delegated authority from the Switchboard Manager, I oversee operations and manage staffing levels to ensure consistent service. By monitoring and delegating workloads, I maintain flexibility and productivity, aligning with management projects.• Roster Planning: I plan the departmental roster using the Health Roster system, ensuring adequate staffing during peak times, holidays, and unforeseen absences.• Emergency Planning: I collaborate on emergency planning and resilience, preparing for major incidents and telecom failures to ensure effective responses.• Query Prioritization: I prioritize telephone queries, ensuring urgent and high-priority calls are promptly addressed. I report any issues to the Switchboard Manager for continuous improvement.• ICT Management: I manage our ICT platforms, including directory management and performance reports, to ensure seamless operations.• External Liaison: I engage with external telecoms and language service providers to quickly resolve issues and minimize disruptions, fostering strong relationships.• Invoice Accuracy: I ensure the accuracy of invoices for interpreter and translation services, addressing discrepancies with the department manager to maintain financial integrity.

As a member of the Telecoms-support officer team-• We are the first point of contact to the Trust for the general public and staff.• We assists in receiving all enquiries, learning to action emergency calls e.g. cardiac arrest, major incident, and fire and intruder alarms as appropriate.• We test crash team bleeps daily ensuring all members of the team respond and implement follow up procedures. We use i-Message communications system in our day-to-day tasks involving.• We also operate the iCS Patient Administration System in order to admit, discharge and transfer patients in a timely fashion. We can support and supervise all aspects of the Real-time service.• We are competent in the management of PABX (telephony exchange) software to manipulate basic functions of the PABX, directories, voicemail accounts etc. We are responsible to maintain and develop compatible local databases.• We also has an understanding of clinical rotas in order to call forward to the appropriate member of clinical staff in an emergency, assists in the updating of the departmental Rota board twice daily ensuring all operators are aware of any changes to medical staffing rotas.• We support the provision of Locum/Emergency access to all areas of the hospital and to electronic patient systems.• We also assists in cascading clinical on-call arrangements on a daily basis to the appropriate departments, ensuring immediate notification to the appropriate staff of any last minute changes.

I worked as a Senior Process Specialist (US chat/email) for one of the biggest Telecom service provider in US. Our key responsibility was to guide customers with the latest phones and service plan available that suits their requirement. Being a Sales agent, I also used to help with placing the order online.

I worked as a Process specialist (eBay UK chat/email) for one of the biggest ecommerce portals. Apart from providing satisfactory customer experience and meeting productivity targets, being a knowledge expert, I was involved in providing floor support to newly trained agents. Also, I used to own the floor in absence of Team Leaders and was approachable when it comes to any Ad-hoc projects to improve the process.

I worked as a Sales officer and also, I used to handle in house Clients.Key job functions/responsibilities:• Selling of banking products to clients.• Prospecting and identifying new leads and pitching to the clients.• Providing client service to the existing customers.