Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
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PAMELA SPANGLER

WEST WAREHAM,MA

Summary

Accomplished leader with a passion for high-quality customer service. More than ten years of experience with a proven track record for increasing profits, exceeding quotas, and managing customer accounts. Exceptional communication skills with the ability to train and lead new personnel.

Overview

37
37
years of professional experience

Work History

Assistant Sales Manager/Sales Representative

EMPIRE TODAY
AVON, MA
01.2021 - Current
  • Managed a team of Sales representatives to achieve monthly sales revenue
  • Worked with manager to organize, plan, and implement strategy
  • Hired and trained sales associates through the sales process
  • Assisted all new sales reps with order entry, conducted ride-along's and provided feedback as needed on strengths and areas of opportunities
  • Assisted sales representatives in solving customer issues as needed
  • Conducted in-home appointments with potential buyers, selling products and meeting customer needs.
  • Trained and mentored 20 employees to grow sales market and increase customer satisfaction

Sales Development Manager

01.2013 - 01.2020
  • Supervised a team of Account Managers to achieve monthly sales revenue for digital video, high-speed internet, digital voice and home security
  • Conducted tactical planning, standardized reports, and feedback on effectiveness of sales plans
  • Supported and led competitive field efforts through implementation of acquisition and win back tactics
  • Handled individual and team coaching and development sessions
  • Enhanced and promoted the sales organization within the company
  • Assisted sales representative in solving customer issues related to technical, product, and billing
  • Resolved and served as intermediary to resolve service issues
  • Tracked and analyzed sales representatives and results metrics in Salesforce on a daily basis.

COMCAST/XFINITY
Plymouth, MA
01.2002 - 01.2020

Customer Care Supervisor

Comcast
01.2010 - 01.2013
  • Collaborated with senior leadership on the establishment and build out of a brand new, call center
  • Managed the training and development of a diversely talented and motivated group of new hire billing and technical CAE’s
  • Supervised the ongoing development and day-to-day performance of Customer Care Team of 12 to 15 representatives with an emphasis on providing consistent top notch customer quality experience
  • Submitting detailed proposals and budgets to senior management and corporate sales for two call centers on a monthly basis to drive sales performance as Plymouth’s sales lead
  • Planned and organize various contests and incentives aimed at engaging and developing CAE skill sets and gaining buy in for Comcast goals and sales productivity
  • Provided guidance and tools during daily operations to propel team to the number one position throughout the 14 teams within the Plymouth call center.

Voice of the Customer Supervisor

Comcast
Plymouth, MA
01.2009 - 01.2010
  • In partnership with senior leadership, planned, developed, and implemented new teams of Voice of the customer CAE’s with a goal of implementing a proactive service strategy by investigating and troubleshooting escalated or specialized customer issues via outbound calls
  • Participated in and oversaw training of the new VOC CAE’s
  • Implemented new standard of metrics for the new VOC CAE’s
  • Provided training cross functionally amongst the region to gain exposure of the VOC department.

Development Specialist

New Bedford, MA
01.2005 - 01.2009
  • Monitored calls on a monthly basis and provided formal coaching sessions to each employee
  • Motivated customer account executives to achieve their sales goals by providing sales presentations and projects to educate them on Comcast products and services
  • Facilitated positive employee relations by fostering an environment of open communication, approachability, and fair and consistent treatment of employees
  • Fostered a climate of mutual respect that values the contributions of individual team members and maximized the diverse talents of each employee
  • Drove standardization by coaching and training to new business methods and procedures
  • Subject matter expert for billing platforms, company products, and features and benefits of Comcast products and services
  • Provided real time feedback to customer account executives while involved in handling escalated complex calls to insure the employee can resolve similar situations in the future.

Workforce Management Associate

Taunton, MA
01.2002 - 01.2005
  • Coordinated the daily workflow from various sources (Customer Care, LMC, and FSST) in an efficient and timely manner for the purpose of effective distribution throughout the field operation
  • Generated and distributed comprehensive documented DTS trouble tickets in a timely manner utilizing ICOMS and ACSR billing systems
  • Performed timely event correlation of impacted network elements (trouble tickets) to eliminate unnecessary truck rolls
  • Scheduled, completed, and properly coded daily work for maintaining an accurate database in TTS, ICOMS, and ACSR
  • Documented accurate log of all jobs, including cancels, failed installations, and completed jobs by scheduled areas.

Education

Bachelor of Arts - Business Management

Fisher College
Boston, MA

Skills

  • Decision Making
  • Salesforce Software
  • Bid Request Management
  • Relationship Building
  • Customer Service
  • Team Recruiting and Onboarding
  • Performance Evaluations
  • Customer Complaint Resolution
  • Operating Procedures and Policies

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Assistant Sales Manager/Sales Representative

EMPIRE TODAY
01.2021 - Current

Sales Development Manager

01.2013 - 01.2020

Customer Care Supervisor

Comcast
01.2010 - 01.2013

Voice of the Customer Supervisor

Comcast
01.2009 - 01.2010

Development Specialist

01.2005 - 01.2009

COMCAST/XFINITY
01.2002 - 01.2020

Workforce Management Associate

01.2002 - 01.2005

Bachelor of Arts - Business Management

Fisher College

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