Megan Evans
Glan Conwy, Colwyn Bay ,Conwy
Summary
Reliable individual motivated to apply strong communication and task management skills to support switchboard operations. Superior focus with eye for detail and proven history of calm and collected demeanor. Thrives in both autonomous and team-centered environments. Attentive Call Handler versed in managing high-volume calls in fast-paced environments. Distils relevant details to address challenges and provide swift resolution. Supports dispatch and service call operations to source timely and consistent service delivery.
Overview
14
14
years of professional experience
2
2
years of post-secondary education
Work history
999 Call Taker
Welsh Ambulance Service
Llanfairfechan, Conwy
11.2017 - Current
- Recorded data for computer-aided dispatch system with accuracy and precision.
- Liaised with emergency service personnel to enable quick responses to life-threatening situations.
- De-escalated aggressive and highly emotional calls with firm and diplomatic tone.
- Responded to inbound queries and requests from prospective customers.
- Navigated stressful and unpredictable situations with calm and collected approach.
- Employed typing speed and accuracy to generate notes while speaking to callers.
- Formulated and distributed accurate messages quickly.
- Logged critical information onto computer system.
- Remained calm to processes details of emergencies accurately in high pressure situations.
- Used strategic questioning to extract important details from callers to help plan responsive action.
- Listened actively to caller concerns, questions and priorities.
- Used creative problem-solving skills to resolve situations quickly and prevent unwanted results.
- Processed and actioned high number of calls during busy periods.
- Served as first point of contact for callers seeking emergency support.
- Demonstrated compassion, emotional resilience and respect to handle high volume of emergency calls.
- Assessed priority of caller situations through investigative questioning.
- Followed up on queries within agreed timeframes to provide detailed response.
Medical Laboratory Assistant
NHS Wales
Bodelwyddan, Denbighshire
02.2015 - 11.2017
- Maintained correct specimen storage procedures, reducing errors by over required timeframe.
- Unpacked, scanned and processed high volume of incoming samples, identifying and addressing errors.
- Accurately stored, archived and retrieved samples, dispatching selected samples to referral sites as needed.
- Labelled and organised samples to guarantee order and efficiency.
Customer Service Advisor
Asda
Llandudno, Conwy
06.2009 - 02.2015
- Offered detailed advice on product and service benefits.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Adhered strictly to policies and procedures for continued company compliance.
- Managed high-volume customer queries simultaneously through effective multitasking.
- Offered prompt solutions to maintain customer satisfaction.
- Established positive relationships with clients by going extra mile to build rapport.
- Liaised with team to develop strategies in improving customer service.
- Recorded customer communications to maintain proper documentation.
- Provided information regarding warranties, promos and loyalty programs to enhance customer satisfaction.
- Transferred customer calls to respective department or personnel to address specific issues.
- Coached and trained team members to increase productivity and growth.
- Tracked orders and processed refunds for new and existing customers.
- Recorded and processed customer data accurately.
Education
Diploma of Higher Education - science
09.2007 - 07.2009
Skills
- Airway management
- Out of Hours coverage
- Pre-arrival advice
- Call prioritisation and transfers
- CPR procedures
- Trauma support
- Maternity guidance
- Clinical triage software
- Schedule coordination
- Improving operations
- Processing orders
- Advanced product knowledge
- Queue management
- Microsoft Office Suite
- Payment processing
- Office 365 usage
- Customer experience
- Customer care
- Transaction processing
Languages
English
Fluent
Welsh
Beginner
Timeline
999 Call Taker - Welsh Ambulance Service
11.2017 - Current
Medical Laboratory Assistant - NHS Wales
02.2015 - 11.2017
Customer Service Advisor - Asda
06.2009 - 02.2015
Coleg Llandrillo - Diploma of Higher Education, science
09.2007 - 07.2009
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