PAMELA D VICK
Brooklyn,NY
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Walmart
06.2023 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Team Lead
Big Lots
09.2019 - 02.2023
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Used POS system to process sales, returns, online orders, and gift card activations.
Assistant Manager
Burger King
03.2017 - 06.2018
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
Travel Agent Consultant
AAA Carolinas
01.2013 - 01.2018
- Enhanced customer satisfaction by providing timely and efficient emergency roadside assistance.
- Coordinated communication between dispatchers, tow trucks, and clients to optimize service delivery during peak hours.
- Reduced response time for service calls by optimizing dispatch routes and prioritizing tasks.
- Notified supervisor of potentially dangerous equipment to take corrective action.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
- Followed up with customers to increase customer service with travel plans.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Provided emergency travel assistance, offering peace of mind and support to clients during their journeys.
- Utilized travel planning software to efficiently manage bookings and itineraries.
- Resolved unexpected travel disruptions, maintaining calm and providing solutions to ensure client satisfaction.
Education
Associate of Arts - Paralegal Studies
Stenotype Academy
New York, NY05-1998
Skills
- Customer service
- Problem-solving
- Active listening
- Adaptability and flexibility
- Data entry
- Computer proficiency
- Customer relations
- Call center experience
- Microsoft Excel
- Microsoft PowerPoint
- Call center operations
- POS systems expert
Timeline
Customer Service Representative
Walmart
06.2023 - Current
Team Lead
Big Lots
09.2019 - 02.2023
Assistant Manager
Burger King
03.2017 - 06.2018
Travel Agent Consultant
AAA Carolinas
01.2013 - 01.2018
Associate of Arts - Paralegal Studies
Stenotype Academy
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