Pam S Smith
Circleville,OH
Summary
I am a customer service professional dedicated to effective team management and customer satisfaction. I have led diverse teams to achieve company goals. My strength is in client relations and problem solving. I am a perceptive Customer Service Manager to cultivate positive customer relationships through clear and helpful communication. I address inquiries and resolve problems as they arise. I am a customer service expert with sound judgment and an ability to resolve problems tactfully and diplomatically.
Overview
31
31
years of professional experience
Work History
Customer Service and Patient
Ohio Health Berger Hospital
Circleville, OH
06.2016 - Current
- Registration in ER
- Worked with the 7 doctors at 1180 N Court; but still held contingency with the ER
- These positions sometimes require split second decisions
- Documenting and communicating clearly to the patient and the office personnel
- Privacy, trust and empathy are important and key traits.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Customer Service Manager/Order Control Specialist
AP Exhaust Technologies
Goldsboro, NC
02.2013 - 09.2014
- Investigated and resolved customer inquiries and complaints
- Adhered to all confidentiality requirements at all times
- Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals
- Facilitated interdepartment communication to effectively provide customer support
- Maintained accurate records of past due customer account activity
- Maintained up to date knowledge of products and service changes
- Assisted customers by walking through online ordering processes.
- Monitored orders and delivered status updates to customers regarding arrivals.
- Positively engaged with customers to understand needs and responded appropriately to questions.
- Resolved concerns with products or services to help with retention and drive sales.
- Established effective working relationships with internal employees, vendors, shipping company contacts and customers.
- Maintained customer accounts and relationships.
Customer Service Manager/Sales Manager
Guilford Mills, Inc
Kenansville, NC
01.1991 - 09.2014
- Developed client relationships and earned a reputation for exceeding service standard goals
- Maintained up to date knowledge of products and procedures
- Reported to VP of Technical Sales
- Oversaw sales and budget for Heavy Truck Market
- I increased sales by 53% by adding sales in coach buses and John Deere Tractor Division
- Crossed Train and backed up customer service manager
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Conferred with sales teams and team leaders to communicate targets, boost revenue and improve promotional strategies.
- Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status.
- Increased customer retention by developing and offering unique discount options while driving interest in new product lines.
- Designed and implemented strategic business plans to achieve growth and sales goals while managing sales team and building long-lasting customer relationships.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Education
High School Diploma -
Circleville HS
Circleville, OH05.1977
Skills
- Exceeding Customer Expectations
- Available Nights, Weekends and Holidays
- Energy and Physical Stamina
- Returns and Exchanges
- Meeting Sales Goals
- Product Knowledge
- Computer Proficiency and Microsoft Office
- Engaging with Diverse Customers
- Flexible Hours
- Building Customer Relationships and Loyalty
- Adaptable and Flexible
- Attention to Detail
- Honest and Ethical
- Verbal and Written Communication
Accomplishments
Frontline Leadership Training
Exceptional interpersonal communication
Effective Communication and Supervision Skills
Excellent time management skills Training
Effective problem solver
Fundamental Selling Techniques for New Sales
Adherence to high customer service standards
Person Marketing Principles (Lenoir Community Microsoft Outlook, Word and Excel College, NC)
Exceptional telephone etiquette
Elected 'EMPLOYEE OF THE YEAR'- 1990 City of Customer-focused Circleville-Dispatcher/Jailer/Trainer Budget, coach, interpersonal communication, client, customer service, customer support
Leadership Training, Market, Marketing, Excel, Microsoft Outlook, Word, problem solver
Selling, Sales, Supervision, Technical Sales, telephone etiquette, time management, Quick learner
Nominated Berger Hospital Quarterly Employee twice in 2018. Nominated for "Employee of the Year"
Timeline
Customer Service and Patient
Ohio Health Berger Hospital
06.2016 - Current
Customer Service Manager/Order Control Specialist
AP Exhaust Technologies
02.2013 - 09.2014
Customer Service Manager/Sales Manager
Guilford Mills, Inc
01.1991 - 09.2014
High School Diploma -
Circleville HS