Pam Mayhew
Hazel Green,AL
Summary
Seeking a position to work in customer service with ability to work from home
Diligent in Customer Representative Agent with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
43
43
years of professional experience
Work History
Customer Service Rep
Alorica
06.2021 - 07.2025
- Customer service representative for Hospital Members and Providers. I answered incoming calls from customers, answering benefit questions, finding doctors and or specialist that are in network per their policy. I reviewed medical claims with members and help resolve and prevent escalation of issues. I handled a high volume of inbound calls for Healthcare Members inquiries, answering Healthcare Member inquiries and enter information into the computer using multiple systems. In 2022 I trained as Customer Service Experience for Medical Providers, quoting benefits for professional and specialist billing, reviewing claims, checking medical codes and de-escalating issues with providers. I was responsible for specific matrix for quality and continuously met those milestones. Received monthly bonus's for going beyond those matrix. My role was terminated August 2025 when Alorica lost the contract.
- Delivered exceptional customer support through effective communication and problem-solving skills.
- Resolved customer inquiries and complaints, enhancing overall satisfaction and loyalty.
- Maintained detailed records of customer interactions using Ncompass software for accuracy.
- Trained new team members on company policies and customer service protocols.
- Collaborated with cross-functional teams to streamline processes and improve service quality.
- Implemented best practices that contributed to increased customer retention rates.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
GIG Driver
Uber/Lyft
06.2018 - 03.2020
- Delivered safe and timely transportation services to diverse clientele.
- Navigated efficiently through busy urban environments, ensuring optimal routes.
- Maintained vehicle cleanliness and functionality for enhanced passenger experience.
- Assisted in resolving customer inquiries and issues to maintain satisfaction.
Configuration Management
Sanmina-sci
01.1996 - 12.2019
- I worked for 37 years with customers in the Defense industry, being accountable for complaint resolution, quality assurance and building rapport. I've been the escalation point for service issues that require elevated decision-making to maintain both company brand and customer happiness.
Lead Inspector
SCI Technology
06.1982 - 01.1996
- Conducted thorough inspections of products to ensure compliance with quality standards.
- Trained and mentored junior inspectors on inspection techniques and quality assurance practices.
- Collaborated with production teams to resolve quality issues and improve operational efficiency.
- Communicated with production team members about quality issues.
Education
High School - General Studies
Robert E Lee High School
Huntsville, ALSkills
- Excellent communication and customer service skills
- High multi-tasking environment
- Work within multiple systems
- Meet all productivity, quality, and performance standards
- Active listening
- Critical thinking
- Microsoft Office Suite
- Data entry
- Customer service
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with and received the information they required, reducing follow up calls.
- Customer Relations - received high marks from customers on our surveys
- Conflict Resolution - Responsible for handling customer inquiries, accurately providing information to ensure resolution service complaints and customer satisfaction.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented all incoming calls.
- Stayed well within matrix provided concerning hold time, dead air using a call strategy provided.
- Telephone Service - Professionally processed high volume of calls, providing information and service to ensure customer satisfaction.
Summary
As a Customer Service Experience Agent, I have worked from home for Horizon Blue Cross Blue Shield of New Jersey for 4 years. I am experienced at handling a high volume of inbound calls from customers while entering information into multiple systems. I have used webcams and Zoom for team meetings, coaching or training. I handled phone calls from customers, sending required data, while focusing on quality and attention to detail. I have a dedicated work area in my home and I am self-motivated and can work independently or with a group delivering practical solutions
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Rep
Alorica
06.2021 - 07.2025
GIG Driver
Uber/Lyft
06.2018 - 03.2020
Configuration Management
Sanmina-sci
01.1996 - 12.2019
Lead Inspector
SCI Technology
06.1982 - 01.1996
High School - General Studies
Robert E Lee High School