Summary
Overview
Work History
Education
Skills
Timeline
Generic

Pamela Dostalek

Summary

Support professional prepared to deliver impactful results through effective team leadership and strategic problem-solving. Extensive experience in optimizing support processes and boosting team productivity. Known for fostering collaboration and adapting to changing needs, while excelling in communication and critical thinking.

Overview

33
33
years of professional experience

Work History

Platform Support Team Lead

InVita HealthCare Technologies
04.2018 - Current
  • Answer Customer Questions via e-mail, service desk and phone on how to use the tissue and implant tracking software
  • Review customer databases quarterly and notify the customer of any issues in their database and how to correct.
  • Reduced response times for client inquiries by optimizing team workflows and communication channels.
  • Managed workload distribution effectively, ensuring timely resolution of tickets while maintaining a balanced workload for all team members.
  • Collaborated with cross-functional teams to address systemic issues affecting overall customer experience.
  • Championed process improvements that led to increased efficiency within the support department.
  • Increased first-contact resolution rates by empowering team members with necessary tools and resources to resolve customers'' concerns promptly.
  • Developed training programs for new hires, resulting in increased team efficiency and productivity.
  • Created a culture of accountability within the support team, encouraging ownership over tasks while driving continuous improvement initiatives.
  • Coached team members on best practices in customer service, leading to consistently positive customer reviews and ratings.
  • Resolved escalated customer issues with empathy and professionalism, maintaining high levels of client satisfaction.

MI Representative

DOVENMUEHLE MORTGAGE
01.2017 - 03.2018
  • Remove mortgage insurance from loans when qualifications are met.
  • Process checks for appraisals.
  • Order appraisals.
  • Contact customers when additional money is owed for appraisals.

Customer Service Manager/Office Manager (Service Div.)

SKF USA INC
03.1992 - 09.2016
  • Effectively communicated with team members to maintain clearly defined expectations.
  • Resolved customer questions, issues and complaints.
  • Developed rapport with customer base by handling difficult issues with professionalism.
  • Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer Service dept.
  • Developed, implemented and monitored programs to maximize customer satisfaction.
  • Managed on-site customer service representatives.
  • Interviewed, hired and trained prospective employees.
  • Performed annual employee reviews.
  • Quotation development.
  • Invoiced completed jobs.
  • Followed up on past due payments.
  • Created purchase orders.
  • Approved invoices for payment and coded to correct dept

Education

Bachelor OF Science - Elementary Education

Northern Illinois University
DeKalb, IL

Skills

  • Coaching and mentoring
  • Team management
  • Client support
  • Customer engagement
  • Client communication
  • Ticket management
  • Customer relationship management
  • Training and coaching
  • Issue resolution
  • Call management
  • Issue escalation

Timeline

Platform Support Team Lead

InVita HealthCare Technologies
04.2018 - Current

MI Representative

DOVENMUEHLE MORTGAGE
01.2017 - 03.2018

Customer Service Manager/Office Manager (Service Div.)

SKF USA INC
03.1992 - 09.2016

Bachelor OF Science - Elementary Education

Northern Illinois University