Pam Hewitt
Appleton,WI
Summary
Proven track record in enhancing customer satisfaction and retention within the Cisco portfolio, leveraging strengths in customer relationship management and technical assistance. Expert in turning complex problems into solutions, evidenced by a significant increase in client trust. Demonstrates exceptional empathy and collaborative skills, ensuring high-quality support across all interactions.
Overview
12
12
years of professional experience
Work History
Cisco Renewal Support Specialist
CDW
Appleton, WI
12.2017 - Current
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
Purina Inside Sales Representative
Convergys
Appleton, WI
12.2014 - 12.2017
- Answered customers' questions regarding products, prices, and availability.
- Increased sales revenue by building strong relationships with clients and providing insightful product recommendations.
- Enhanced customer satisfaction through attentive service, addressing concerns promptly, and offering tailored solutions.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
Cisco Federal Customer Service
Convergys
Appleton, WI
06.2012 - 12.2012
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
- Assisted customers in navigating the company website or mobile app for self-service options when applicable.
- Maintained up-to-date knowledge of company policies, procedures, and promotions for accurate information sharing.
Cisco Vmware Account Manager
Convergys
Appleton, WI
12.2012 - 06.2014
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
Education
Firefighter & EMT - Medical
Waukesha County Technical College
Pewaukee, WITelecommunications 911 Dispatch -
Northeastern Technical College
Green Bay, WISkills
- Remote Support
- Support Services
- Customer Relationship Management
- Training and coaching
- Technical assistance
- Empathy and patience
- Activity Planning
- Software expertise
- Data Collection
- Knowledge management
- Customer Service
- Problem-Solving
- Organizational Skills
- Attention to Detail
- Friendly and Patient
- Highly Professional
- Collaborative Team Player
- Customer Communication and Empathy
Timeline
Cisco Renewal Support Specialist
CDW
12.2017 - Current
Purina Inside Sales Representative
Convergys
12.2014 - 12.2017
Cisco Vmware Account Manager
Convergys
12.2012 - 06.2014
Cisco Federal Customer Service
Convergys
06.2012 - 12.2012
Firefighter & EMT - Medical
Waukesha County Technical College
Telecommunications 911 Dispatch -
Northeastern Technical College