Pamela D Parker
Conyers
Summary
Dedicated and results-oriented Service Delivery Escalation Specialist with over 20 years of experience in managing complex customer service issues and driving operational excellence. Proven track record in effectively coordinating with cross-functional teams to resolve escalated service incidents, ensuring seamless service delivery, and enhancing customer satisfaction. Adept at analyzing root causes of service disruptions, implementing effective solutions, and fostering strong relationships with stakeholders. Skilled in utilizing data-driven insights to optimize service processes and support continuous improvement initiatives. Exceptional communication and negotiation skills, with a talent for de-escalating challenging situations and advocating for customer needs while aligning with organizational goals. Committed to promoting best practices in service delivery and contributing to a culture of service excellence.
Overview
22
22
years of professional experience
Work History
Service Delivery Escalation Specialist
Ricoh USA
01.2014 - Current
- Adept in handling of escalations from internal and external customers
- Expert in all Contact Center programs, exception policies and processes
- Ability to identify and determine root cause of service and supply issues and work through to resolution
- Assists frontline team by handling calls, chats or emails during peak periods of the day
- Multi-tasking while providing exceptional customer care and 2nd level support
- Mentor new support team members on procedures and policies
- Responsible for system generated exception workflow approvals and rejections
- Assists with Oracle Field Service Cloud tech assignments and escalations
- Follows up with customer to ensure issue resolution and deliver 100% customer satisfaction
- Maintains database integrity by ensuring verification of customer information and file maintenance
- Communicates customer escalations to field service technicians and management using appropriate channels of communication
- Review and identify root cause for all escalated issues, making suggestions and providing this information to the management team for continual service improvement
- Demonstrates ownership of customer issues and works proactively with management external partners, and other internal teams to manage issues through to a complete resolution in a timely manner
- Allow for flexible time available to accommodate work schedule, when necessary
- Maintain composure and patience in face of difficult customer situations
- Diffuse volatile customer situations calmly and courteously
- Assists with user acceptance testing of new system enhancements
- Performs other duties assigned
Customer Master Associate
Ricoh USA formerly IKON Office Solutions
09.2003 - 02.2014
- Duties include completing customer address changes, name changes, merging accounts, in accordance with E-IKON standards
- Responsible for contacting the customer for verification of address while working returned mail
- Responsible for loading key accounts
- Responsible for working Q&A reports and sending out TCA letter to unauthorized users
- Performs other duties as they are assigned
Education
Associate Degree - Business Administration/Office Management
Phillips Jr. College
Columbus, Georgia01.1989
National Certified Phlebotomy Technician -
New Horizon Medical Institute
Winder, Georgia01.2016
Skills
- Practices attentive listening and analysis
- Proficient multitasking
- Proficient in independent work
- Skilled in crisis resolution and decision-making
- Effective verbal communication
- Strong organizational skills
- Expert problem solving
- Demonstrates effective organizational skills
- Documentation management
- Customer relations
- Analytical thinking
Timeline
Service Delivery Escalation Specialist
Ricoh USA
01.2014 - Current
Customer Master Associate
Ricoh USA formerly IKON Office Solutions
09.2003 - 02.2014
National Certified Phlebotomy Technician -
New Horizon Medical Institute
Associate Degree - Business Administration/Office Management
Phillips Jr. College
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