Pamela Bunn
Hernando,MS
Summary
Proven leader in customer service and dispatching, I significantly enhanced customer satisfaction at Best Care Plumbing Heating And Air. Skilled in critical thinking and active listening, I efficiently managed high call volumes and assisted the technician's, boosting service delivery quality without compromising on rapid issue resolution. I
Overview
21
21
years of professional experience
1
1
Certification
Work History
Lead CSR / Dispatcher
Best Care Plumbing Heating And Air
05.2016 - 08.2024
- Assisted in the development of training materials to standardize employee knowledge and performance.
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
- Trained new hires on company policies and procedures, ensuring consistent quality of service delivery.
- Collaborated with team members to develop strategies for boosting customer retention rates.
- Reduced wait times for customers by efficiently managing high call volumes during peak periods.
- Dispatched HVAC technicians and routed them accordingly.
- Filled in for plumbing dispatcher when she was away.
- I was in constant communication with managers on revenue the technicians were bringing in.
- Made sure to always put the right call on the right technician.
- Monitored the technician's notes and invoices to insure they were properly filled out.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
Lead Infant Room Teacher
Children First Childcare Center
02.2004 - 06.2016
- Enhanced infant development by implementing age-appropriate activities and lessons.
- Created and executed lesson plans, implemented school curriculum and assessed developmental needs of students to develop to fullest potential and achieve learning objectives.
- Maintained confidentiality of children, family information and staff.
- Planned and executed appropriate schedule and activities for children each day, creating fun, engaging and exciting learning environment by singing songs and reading to children.
- Cultivated professional relationships with parents and families, establishing availability for parent conferences when necessary.
- Promoted language development by engaging in daily conversations and reading sessions with infants.
- Collaborated with parents to address individual needs, fostering strong support system for each infant.
- Improved emotional well-being of infants by providing consistent care, attention, and affection.
- Supported healthy social interactions between infants through guided playtime and group activities.
- Boosted early literacy skills by regularly exposing infants to books, songs, rhymes, and finger plays.
- Ensured safe and nurturing environment for infants by maintaining clean and organized spaces.
- Intervened in disruptive behavior, using positive reinforcement strategies to redirect and calm children.
- Established positive relationships with students and families.
Education
High School Diploma -
Kingsbury High School
Memphis, TN05.2001
Skills
- Customer Service
- Problem-solving abilities
- Critical Thinking
- Active Listening
- Problem Resolution
- Customer Relations
- Appointment Scheduling
- Conflict Resolution
- Warranty Service
- Coordination
- Routing
- Right call, right tech
Certification
Nexstar Network Dispatch Training Certificate
Timeline
Lead CSR / Dispatcher
Best Care Plumbing Heating And Air
05.2016 - 08.2024
Lead Infant Room Teacher
Children First Childcare Center
02.2004 - 06.2016
High School Diploma -
Kingsbury High School
Nexstar Network Dispatch Training Certificate
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