Pamela Mitchell
Irmo,SC
Summary
Offering an award-winning track record of customer care excellence within high-volume environment. Strive to exceed customer/ employer expectations by delivering second-to-none service. Maintain customer centricity in all initiatives and interactions, always putting the customer first. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
VDart
Alphertta , GA
04.2021 - 02.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Recommended products to customers, thoroughly explaining details.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Assessed caller accounts to determine unemployment and health benefits, identify service needs and resolve issues.
- Resolved unemployment and health plan issues over phone with 55 customers daily.
Customer Service Representative
Wipro
Atlanta, GA
09.2019 - 07.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Communicated professionally with colleagues, freelancers and clients.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100%.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100%.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed timely and effective replacement of damaged or missing products.
- Sought ways to improve processes and services provided.
Tech Support
Ibexglobal, va
Hampton , VA
08.2017 - 11.2018
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Trained users on how to operate Apple products.
- Trained users on how to operate IOS.
- Updated documentation and produced reports.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Compiled and accurately entered data for each customer encounter to record in system.
- Assisted customers with product selection based on stated needs, proposed use and budget.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Explained technical information in clear terms to non-technical individuals to promote better understanding
Assaint Manager
Circle K
Jacksonville, FL
07.2014 - 06.2017
- Customer service
- Problem solving
- Banking responsibilities
- Accomplished multiple tasks within established timeframes.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Developed and maintained relationships with customers and suppliers through account development.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Recorded inventory sales into organization's weekly income report.
- Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment
- Saved $450.00 by implementing cost-saving initiatives that addressed long-standing problems
Dispatcher
Legacy Security
Greenville, SC
03.2013 - 02.2014
- Answering emergency calls
- Entering new accounts
- Dispatching police, fire and ems for customers
- Questioned callers to determine nature of problems and locations to direct type of response needed.
- Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
- Relayed latest information to first responders via electronic means, telephone calls and radio responses.
- Routed calls to police, fire and ambulance service to meet individual call needs.
- Answered calls from automatic routing system and took basic information from callers.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Responded to over 70 daily caller requests with information about assistance and timeframes
Independent Contractor
AT&T
Jacksonville, Fla
04.2010 - 07.2011
- Customer Order Fulfillment
- Reports & Documentation
- Sales Support
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
- Consulted with customers to assess needs and propose optimal solutions.
- Boosted customer experiences by delivering superior customer service, issue resolution and merchandising.
- Generated reports detailing findings and recommendations.
- Gathered, organized and input information into digital database.
- Collected, arranged and input information into database system.
- Collaborated closely with clients to better understand entire project scope
- Developed and updated tracking spreadsheets for orders and sales tasks
- Decreased product defects 30% by implementing quality assurance guidelines
Customer Service Rep/Tech
West Corp
Hampton, VA
07.2003 - 10.2009
- Troubleshooting/ Problem Solving
- Complaint Handling
- Technical/User Support
- In bound Call Center Operations
- World-Class Customer Service
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Provided information regarding charge accounts and loyalty programs.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor to over 65 calls daily.
Education
GA diploma - College Prep
Groves High School
Garden City, GA01.2001
Skills
- Order and Refund Processing
- Customer Account Management
- Data Entry and Maintenance
- Creative Problem Solving
- Calm and Professional Under Pressure
- Issue and Complaint Resolution
- Verbal and Written Communication
- POS Systems and Ordering Platforms
- Customer Data Confidentiality
- Understanding Customer Needs
- Building Customer Trust and Loyalty
- De-escalation Techniques
Timeline
Customer Service Representative
VDart
04.2021 - 02.2022
Customer Service Representative
Wipro
09.2019 - 07.2021
Tech Support
Ibexglobal, va
08.2017 - 11.2018
Assaint Manager
Circle K
07.2014 - 06.2017
Dispatcher
Legacy Security
03.2013 - 02.2014
Independent Contractor
AT&T
04.2010 - 07.2011
Customer Service Rep/Tech
West Corp
07.2003 - 10.2009
GA diploma - College Prep
Groves High School
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