Pamela Allen
Waxahachie,US
Summary
Results-driven professional provides customers with tailored solutions to meet their needs. Successfully establishes relationships with customers and delivers quality service. Excellent communication and customer service skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. A hardworking and passionate job seeker with strong organizational skills eager to secure a position.
Overview
26
26
years of professional experience
Work History
Insurance Resolution
Contractor-CVS Caremark Specialty Pharmacy
05.2021 - 02.2023
- Processed previously denied prescriptions.
- Submitted prior authorizations and reprocessed prescriptions for physician offices in order to send medications to patients.
- Developed professional connections with Pharmacists and Physicians
- Maintained regular communication with patients via SMS to ensure they were well-informed
- Confirmed and rectified insurance-related discrepancies by validating essential details.
- Addressed customer problems head-on, fostering positive relations and implementing successful corrective actions.
Customer Care Service Representative
Amazon
11.2019 - 03.2021
- Managed high-volume call queue, achieving exceptional accuracy rating of 98%+.
- Implemented forward-thinking strategies to address customer needs and resolve concerns, resulting in improved customer satisfaction.
- Documented all customer interactions in CSC to monitor and analyze requests, identify issues, and maintain a record of provided solutions.
- Utilized various computer systems and applications to locate information efficiently.
- Addressed customer complaints and provided timely and effective solutions to mitigate dissatisfaction.
- Maintained a customer-centric approach, continuously meeting high-volume demands with a positive attitude and unwavering dedication to customer satisfaction.
- Addressed product or service concerns to enhance customer retention and increase sales.
Customer Care Representative
Independent Contractor For Carnival Cruise Lines
06.2018 - 10.2019
- Established and maintained enduring customer relationships through exceptional service, while delivering comprehensive information on orders, accounts, and services.
- Effectively navigated and resolved around 70 inbound calls on a daily basis.
- Maintained accurate records of customer interactions, requests, problems, and provided solutions using Citrix and Navigator
- Facilitated flight arrangements to optimize customer experiences
- Consulted with customers to address product or service concerns, resolving issues and promoting sales
- Efficiently navigated multiple platforms to access relevant information.
- Responded to customer requests by providing exceptional support and customized recommendations to fulfill their requirements.
- Leveraged sales expertise to promote products and maximize upselling opportunities.
Licensed Realtor
New Century Realty Group
03.2001 - 08.2010
- Generated consistent yearly sales exceeding the 10 million dollar mark in Real Estate
- Developed key relationships with investors resulting in increased customer acquisition.
- Provided valuable guidance to buyers in determining the most suitable homes based on their needs, requirements, and budgets.
- Facilitated smooth collaboration between investors and loan officers.
- Utilized comprehensive knowledge of Texas Real Estate Laws to draft contracts and listings.
- Engaged with investors to assess post-closing updates and implement them
- Oversaw entire project from start to finish, ensuring optimal design layout and product utilization to streamline property readiness post remodel
- Successfully oversaw the financial management of investment properties
- Conducted staging of homes to prepare for resale
- Collaborated with attorneys, loan officers, and agencies to facilitate property sales and purchases while ensuring clear communication of financial requirements and data to prospective buyers and sellers.
- Expertly oversaw the management of a diverse portfolio of real estate transactions
- Evaluated comparable properties to establish market rates.
Customer Service Team Manager
Countrywide Home Loans
06.1999 - 03.2001
- Recognized for consistently achieving over 98% accuracy while managing a high volume of incoming calls, resulting in numerous accolades.
- Obtained position as a customer service manager, reflecting complete understanding of all provided products and services.
- Executed necessary account changes, successfully conveyed reasoning behind modifications and highlighted their importance for homeowners.
- Demonstrated exceptional leadership by assuming responsibility for team productivity and successfully managing workflow to meet and surpass quality service goals
- Efficiently addressed customer complaints, identified underlying issues, and implemented effective problem-solving strategies.
- Reviewed and addressed operational and management challenges to enhance company performance.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
Office Manager/ Dispatch
DLR Mechanical
02.1998 - 06.1999
- Managed and optimized insurance benefits for employees
- Managed and organized both computer and physical filing systems.
- Managed and optimized quarterly tax processes to ensure accuracy and compliance with regulations.
- Coordinated and maintained technician's calendars
- Managed customer calls at escalated level and resolved issues efficiently
- Took charge of managing operations while the owner was on medical leave
- Managed inventory and ordering processes
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Managed all incoming business and client inquiries
- Enhanced efficiency of office operations by automating client correspondence, record tracking, and data communications
- Designed and implemented standard operating procedures for administrative staff.
Customer Service Representative Team Lead
United Healthcare
01.1997 - 02.1998
- Managed and addressed customer inquiries through various communication channels, including phones, faxes, and emails.
- Possessing a comprehensive understanding of AS400 databases
- Successfully handled escalated customer service inquiries and resolved complaints to maintain high levels of satisfaction.
- Monitored representatives' customer service calls for adherence to service standards and best practices.
- Developed empathetic client relationships and exceeded service standard goals.
- Addressing customer concerns, demonstrating empathy, and resolving problems swiftly to promote superior experience.
Education
Licensed Realtor - Real Estate
Texas Real Estate College
Dallas, TX1997
Technical College - Registered Medical Assistant
Texas College of Medical And Dental Careers
Dallas, TX1989
Skills
- Microsoft Office
- Team Leadership
- Data entry
- Teams/Slack/Skype/Zoom
- Five9
- Salesforce
- Active Listening
- Conflict Resolution
- Time Management
- Medical Terminology
- Expert Negotiator
- Multi-System Navigation
- Quality Control
- Schedule Management
- Project Planning
- Attention to Detail
- Goal Setting
- Reliability
- Adaptability
- Analytical Thinking
Additional Information
The gap in employment from August 2010 until 2018. Had a major medical event in August of 2010 that has not allowed me to return to my previous position as a Realtor. Now able to return to work ideally in a customer service/remote type position.
Timeline
Insurance Resolution
Contractor-CVS Caremark Specialty Pharmacy
05.2021 - 02.2023
Customer Care Service Representative
Amazon
11.2019 - 03.2021
Customer Care Representative
Independent Contractor For Carnival Cruise Lines
06.2018 - 10.2019
Licensed Realtor
New Century Realty Group
03.2001 - 08.2010
Customer Service Team Manager
Countrywide Home Loans
06.1999 - 03.2001
Office Manager/ Dispatch
DLR Mechanical
02.1998 - 06.1999
Customer Service Representative Team Lead
United Healthcare
01.1997 - 02.1998
Licensed Realtor - Real Estate
Texas Real Estate College
Technical College - Registered Medical Assistant
Texas College of Medical And Dental Careers
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