Pamela Alexander
Customer Service
Denton,TX
Summary
Dedicated Senior Customer Service Representative with twenty years of experience in providing superb customer service. Expert in establishing rapport by listening to customers and understanding specific needs. Manage consistent one-call resolution to offer prompt and streamlined service. Quick learner, strong work ethic, ability to work under pressure, meet deadlines, produce quality results, and thrive in fast pace environment. Currently seeking employment which includes stability and educational opportunities.
Overview
23
23
years of professional experience
Work History
Senior Customer Service Representative
ESAB WELDING & CUTTING PRODUCTS
09.2018 - Current
- Acts as liaison between customer and ESAB
- Works closely with other departments including Sales Planning, Supply Chain, Logistics, Accounting
- Upper Management and Sales to resolve daily and escalated customer service issues
- Uses resources and support systems to investigate, analyze and resolve outstanding issues to achieve customer satisfaction
- Develops customer relationships by phone, written correspondence, fax or electronic mail
- Accepts ownership of individual results including maintaining process and call center quality standards
- Responds to internal/external inquiries regarding order entry, order status, returns, product, and warranties
- Interact with warehousing and transportation on all issues related to customer order management
- Resolve outstanding matters
- Maintains in-depth working knowledge of systems and processes
- Demonstrates responsiveness and sense of urgency when dealing with customers with demonstrated ability to resolve outstanding issues
- Determine when escalation is necessary to solve for customer needs
- Provides timely feedback to Customer Service Manager regarding service failures or customer concerns
- Ensure all processes in department comply with ISO 9001 standards or policies while promoting quality mind set for all employees
- Ability to do problem-solving and mathematical calculation (customer inventory, price issues, credits)
- Consistently exceeds expectations in all performance areas including scorecard initiatives
- Demonstrates professionalism and presents positive image of company
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
Customer Service Representative
AT&T
05.2000 - 03.2018
- Coach, train, and mentor peers
- Provided one on one support as needed to ensure time management is utilized
- Collect data and conduct various time studies, create metrics based off studies for proficiency, utilization, efficiency standards
- Maintain integrity of databases, resolving any issues within databases
- Troubleshoot any problems encountered by outside facility technician, identifies root cause of problem, and uses tools and resources appropriately to determine how to resolve issues
- Responds to requests from other work groups for facility (central office and outside plant) information and facility discrepancy resolution
- Prepares assignment records
- Provide support via VOIP ACD as well as chat sessions, to ensure that superior customer service is provided to all customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Developed and updated databases to handle customer data.
- Managed over 75 calls and or chats per day
- Answered constant flow of customer calls with minimal wait times
- Participated in team meetings and training sessions to stay informed about product updates and changes
Education
Associates - Business Management
North Central TX College
Denton, TXSkills
- Order Processing
- Project Management Abilities
- Investigate Claims
- Call Volume and Quality Metrics
- CRM Software
- Typing Proficiency
- Active Listening
- Microsoft Outlook
- Livechat Messaging
- Billing Adjustments and Refunds
- Critical Thinking
- Customer Relationship Management
- Problem-Solving Ability
- Telephone Etiquette
- Training and Development
- Customer Complaint Management
- Order Management
- Answering Phones
- Policy Improvements
- Status Updates
- Cross-Functional Collaboration
- Follow-Up Requirements
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Even if you are on the right track, you’ll get run over if you just sit there.
Will Rodgers
Timeline
Senior Customer Service Representative
ESAB WELDING & CUTTING PRODUCTS
09.2018 - Current
Customer Service Representative
AT&T
05.2000 - 03.2018
Associates - Business Management
North Central TX College
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