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
Baltimore, MD
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
Elgin, IL
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
Elgin, IL
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, ILSkills
- 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