OLIVIA BURRUSS
Richmond
Summary
Dynamic and adaptable professional with a strong work ethic and a proven ability to excel in high-pressure environments. Exceptional multitasking skills and a commitment to delivering quality results drive success. Eager to embrace new challenges and continuously learn, ensuring every task is approached with enthusiasm and dedication. Aiming to leverage these strengths to contribute effectively in a collaborative team setting.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Intrusion Monitoring Specialist
SimpliSafe Monitoring
10.2024 - Current
- Demonstrated excellence in QA and adherence, consistently ranking among top performers in monthly assessments.
- Managed processing of alarm events by promptly contacting customers and coordinating with emergency services.
- Assessed situations swiftly and effectively, ensuring adherence to company policy and responsiveness to customer requests.
- Streamlined customer service operations by efficiently routing inbound inquiries to designated departments for resolution.
- Maintain accurate and thorough notation on event records.
- Complete tasks in accordance with high Quality Assurance standards.
- Collaborated with cross-functional teams to address customer concerns and improve satisfaction rates.
- Managed response to over 100 alarm events and customer inbound calls daily.
Emergency Communications Officer
City of Richmond: Department of Emergency Communications
11.2023 - 08.2024
- Responded to emergency and non-emergency calls, generating appropriate service requests and referrals to support community needs.
- Utilize response protocols and Call aids to appropriately categorize and dispatch calls for service.
- Utilized conflict resolution techniques to address and calm callers in emotional distress, successfully obtaining necessary responder information.
- Maintained comprehensive understanding of city and department services to ensure efficient handling of diverse non-emergency inquiries.
- Managed high call and incident volumes daily, ensuring adherence to agency standards.
Teller
Atlantic Union Bank
10.2022 - 09.2023
- Oversaw processing of customer transactions while providing personalized service to bank clients.
- Refer and follow up on product leads.
- Facilitated customer support for banking needs, including account management, account closure, and financial information provision.
- Maintain working knowledge of all bank products and services, and assist and refer customers according to their needs.
- Uphold company and industry standards and procedures in accordance with quarterly and monthly audits.
- Assisted customers with inquiries, providing solutions and fostering positive relationships.
BDC Coordinator
McGeorge Toyota Service Department
09.2021 - 10.2022
- Handled phone communications to support customer satisfaction and resolve questions.
- Maintain online communications with customers.
- Tracked and compiled business statistics to support decision-making. Analyzed conversion and contact reports to identify trends. Adjusted personal standards based on findings to improve performance.
- Maintain company service standards and good interdepartmental relations.
- Facilitated cross-departmental collaboration to drive business and organizational objectives.
- Coordinated service appointments, ensuring optimal scheduling and customer satisfaction
Senior Lead
Old Navy, Gap
05.2018 - 04.2021
- Earned Associate of the Month distinction for June 2018 based on exemplary contributions.
- LP and Women’s Merchandising Associate Lead
- General tasks- Ringing, shipment, merchandising task under Assistant Manager, fitting rooms, cleaning, problem solving, POS system.
- Regularly interacting with customers and people coming and going at the store
- Promoted to a Senior Lead- In this position I collaborated and assisted management in the daily operations of the store and the achieving of sales and credit card goals.
- Loss Prevention Lead - Worked directly with the General Manager to evaluate and educate associates on loss related topics as well as aspects of store emergency safety protocols.
- Women’s Merchandising Lead - Collaborated with the Assistant General Manager to execute floor sets and moves in accordance with corporate expectations.
Education
Bachelor of Science - Psychology, Minor in Criminal Justice
Old Dominion University
Norfolk, VA08.2021
High School Diploma - undefined
Fluvanna County High School
Palmyra, VA08.2018
Skills
- Proficiency in Microsoft Office
- Multitasking
- Interpersonal skills
- Written communication
- Security compliance
- Emergency response
- Problem-solving
- Time management
- Attention to detail
- Excellent communication
- Organizational skills
- Adaptability and flexibility
Certification
- Certified Emergency Fire Dispatcher – International Academy of Fire Dispatch
- Certified Emergency Police Dispatcher – International Academy of Police Dispatch
- Certified Emergency Medical Dispatcher – International Academy of Medical Dispatch
- HSI Adult First Aid/CPR AED All Ages – HSI
Timeline
Intrusion Monitoring Specialist
SimpliSafe Monitoring
10.2024 - Current
Emergency Communications Officer
City of Richmond: Department of Emergency Communications
11.2023 - 08.2024
Teller
Atlantic Union Bank
10.2022 - 09.2023
BDC Coordinator
McGeorge Toyota Service Department
09.2021 - 10.2022
Senior Lead
Old Navy, Gap
05.2018 - 04.2021
High School Diploma - undefined
Fluvanna County High School
Bachelor of Science - Psychology, Minor in Criminal Justice
Old Dominion University
AWARDS
Dean’s List multiple semesters throughout college.,
Gamma Sigma Sigma Service Sorority, Eta Rho Chapter - Secretary 2020,
- Completed chapter organization, note taking of meetings, room reservations, chapter attendance, and overall organizational and secretarial work.