Pamela Colbert
Salt Lake City,Utah
Overview
13
13
years of professional experience
Work History
Customer Service/Lost and Found Representative
04.2023 - 10.2025
- Enhanced customer experience by utilizing customer databases and transit applications to guide travelers in selecting appropriate bus and train routes, resulting in improved satisfaction ratings
- Resolved complaints by utilizing conflict resolution skills and customer relationship management software, enhancing customer satisfaction and decreasing processing time
- Empowered employees by utilizing empathy and active listening skills to address inquiries and provide on-the-spot training, boosting team productivity and satisfaction ratings
- Orchestrated the retrieval of 50-100 lost and found items, utilizing an RFID tracking system to reduce lost property claims and elevate customer satisfaction ratings
- Implemented an efficient system for logging lost and found items utilizing inventory management software and barcode scanners, resulting in a 10% decrease in lost property
- Utilized inventory software and a lost item tracking system to achieve a 95% success rate in returning lost items to their rightful owners, enhancing customer satisfaction
- Facilitated online sales of passes to customers using a point of sale system and payment gateway, resulting in a 15% revenue increase and improved customer satisfaction ratings
Customer Relations Specialist
01.2021 - 01.2025
- Drove a 20% increase in monthly pass sales by engaging customers directly and promoting purchasing options, successfully selling an average of 50 passes per month
- Processed and dispatched 100-200 monthly passes ordered online through regular mail to ensure timely delivery and customer satisfaction
- Answered lost and found calls from customers and filed lost item reports
- Restored 10 lost items to customers, significantly enhancing loyalty and improving ratings through personalized follow-up communication to express appreciation
- Boosted applications for Reduced Passes by 30% and enhanced approval rates by 15% through in-depth understanding of pass eligibility criteria and ADA guidelines
Vacation Relief Specialist
01.2020 - 01.2021
- Streamlined the lost and found process during employee absences, utilizing time management and task coordination skills to enhance operational efficiency and improve service quality, resulting in reduced errors and delays
- Executed monthly pass sales transactions for 100-200 customers utilizing a Point of Sale system and Customer Relationship Management software, enhancing customer engagement and satisfaction
- Drove around Salt Lake County to pick up lost items from various pick-up boxes
- Managed approximately 40 lost and found inquiries per week in-person, significantly enhancing customer satisfaction through effective communication and resolution methods
- Facilitated the return of 50 lost items, including mobile phones, keys, jewelry, and wallets, enhancing customer satisfaction through personalized follow-up communication
Customer Service Senior Agent
01.2016 - 01.2020
- Trained new employees
- Trained current employees on new systems and processes
- Helped answer current employees' questions
- Answered calls from customer helped them plan trips using UTA buses and Trains
- Answered complaint/compliment calls and filed complaint/compliment calls
- Answered calls about ticket vending machines that didn't work and filed reports to get them fixed
Holiday Committee Representative
01.2013 - 01.2015
- Championed fundraising initiatives that secured $50,000 in donations while supporting 10 charity programs through effective donor outreach, event planning, and social media marketing strategies
- Donated money to charities
- Planned and bought snacks for the 'snack Shack' because we didn't have any vending machines in the building
- Coordinated a Christmas Party for 200 attendees using Google Sheets and Slack, enhancing team morale and fostering stronger interdepartmental relationships
Customer Service Representative
01.2013 - 01.2015
- Guided customers in planning trips using United Transit Authority buses and trains, leveraging the company knowledge base and Google Maps to enhance public transportation awareness and boost transit application engagement
Education
High School Diploma -
Hillcrest High School
Skills
- Customer Service
- Sales
- Payment Processing
- Problem Solving
- Client Retention
- WMS systems
- Resolve Issues
Timeline
Customer Service/Lost and Found Representative
04.2023 - 10.2025
Customer Relations Specialist
01.2021 - 01.2025
Vacation Relief Specialist
01.2020 - 01.2021
Customer Service Senior Agent
01.2016 - 01.2020
Holiday Committee Representative
01.2013 - 01.2015
Customer Service Representative
01.2013 - 01.2015
High School Diploma -
Hillcrest High School