Shatara Austin
Valdosta
Summary
Dynamic and dependable professional with extensive experience at SGMC Health as a Switchboard Operator. Expert in operating multi-line phone systems and delivering exceptional customer service through empathy and active listening. Proven ability to enhance communication flow and train new staff, ensuring efficient operations and high customer satisfaction.
Overview
10
10
years of professional experience
Work History
Switchboard Operator
SGMC Health
Valdosta, GA
07.2025 - Current
- Operated multi-line phone system to manage incoming calls efficiently.
- Directed callers to appropriate departments, ensuring accurate communication flow.
- Maintained up-to-date knowledge of facility services to provide informed assistance.
- Provided support during peak hours to enhance service response times.
- Documented caller inquiries and issues for follow-up by relevant personnel.
- Trained new operators on switchboard procedures and customer service standards.
- Connected callers with appropriate professional, department, or business.
- Managed high volume of calls during peak hours, maintaining composure under pressure while efficiently handling each caller''s needs.
- Delivered excellent customer service through active listening skills and empathetic problem-solving approaches with callers'' concerns or complaints.
- Enhanced customer satisfaction by promptly addressing inquiries and directing them to the appropriate department.
- Strengthened company reputation by upholding confidentiality when dealing with sensitive information during call transfers.
Deli Team Member
Loves Travel Stop
Valdosta, GA
01.2023 - 10.2025
- Prepared deli products following safety and quality standards.
- Assisted customers with product selection and inquiries to enhance service experience.
- Maintained cleanliness and organization of workspace to ensure compliance with health regulations.
- Operated slicing equipment safely, ensuring precision in product preparation.
- Stocked inventory efficiently, minimizing waste and optimizing product availability.
- Collaborated with team members to streamline deli operations and improve workflow efficiency.
- Trained new staff on proper food handling techniques and customer service practices.
- Monitored product freshness and rotated stock to maintain quality standards in the deli section.
- Contributed to team efficiency by cross-training in various departments and assisting colleagues as needed.
- Safely handled all food items, adhering to proper sanitation guidelines and ensuring that customers received only top-quality products.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Ensured product freshness through proper rotation practices, minimizing waste due to spoilage.
- Consistently met daily sales targets through effective upselling techniques and promotion of featured products.
Customer Service Representative
CDK Global
Valdosta, GA
01.2022 - 06.2025
- Resolved customer inquiries efficiently through phone and email communication.
- Processed orders and managed account details using CRM software.
- Collaborated with team members to enhance service delivery processes.
- Documented customer interactions to maintain accurate records for future reference.
- Adapted quickly to changing policies and procedures to ensure compliance.
- Provided feedback on common customer concerns to improve products and services.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Direct Support Professional
Rescare Homecare
Valdosta, GA
06.2017 - 01.2023
- Assisted individuals with daily living activities to promote independence and enhance quality of life.
- Monitored client behavior and reported changes to ensure appropriate support and interventions.
- Documented daily progress notes and developed care plans in collaboration with healthcare professionals.
- Provided emotional support and companionship to clients, fostering positive relationships and trust.
- Implemented individualized care strategies based on client needs, preferences, and goals.
- Coordinated recreational activities to encourage social interaction and engagement among clients.
- Advocated for client rights, ensuring access to necessary services and resources for well-being.
- Maintained clean, safe, and well-organized patient environment.
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Enhanced quality of life for individuals with disabilities by providing compassionate and consistent direct support.
- Assisted clients in achieving personal goals through tailored care plans and daily skill-building activities.
- Monitored medication administration, maintaining accurate records to ensure client safety and compliance with prescribed treatment plans.
- Participated in ongoing training opportunities to stay current on best practices in disability support services.
Nutrition Service Worker
Valdosta City Schools
Valdosta, GA
08.2016 - 09.2021
- Prepared and served nutritious meals in accordance with dietary guidelines.
- Maintained cleanliness and organization of kitchen and dining areas.
- Assisted in inventory management, ensuring stock levels met operational needs.
- Collaborated with team members to enhance meal presentation and service efficiency.
- Followed safety protocols to ensure a safe food handling environment.
- Responded to dietary restrictions, accommodating student preferences effectively.
- Participated in training sessions to improve service skills and knowledge of nutrition standards.
- Monitored food quality during preparation, ensuring compliance with health regulations.
- Promoted a welcoming dining experience for patients through attentive service and cheerful demeanor during meal times.
- Contributed to a clean and safe food service environment by following strict sanitation guidelines.
- Assisted in conducting inventory checks, maintaining accurate records of food supplies and equipment.
- Improved efficiency in the kitchen by assisting with food preparation tasks such as chopping vegetables, portioning ingredients, and assembling plates.
Education
Business Administration
Strayer University
Tallahassee, FLHigh School Diploma -
Valdosta High School
Valdosta, GA05.2006
Skills
- Operating switchboards
- Quick-learning
- Telephone operations
- Dependability
- Empathy and patience
- Flexibility
- Answering questions
- Strong telephone etiquette
- Task delegation
Timeline
Switchboard Operator
SGMC Health
07.2025 - Current
Deli Team Member
Loves Travel Stop
01.2023 - 10.2025
Customer Service Representative
CDK Global
01.2022 - 06.2025
Direct Support Professional
Rescare Homecare
06.2017 - 01.2023
Nutrition Service Worker
Valdosta City Schools
08.2016 - 09.2021
Business Administration
Strayer University
High School Diploma -
Valdosta High School