Pamela Fink
Reynoldsburg
Summary
Proven leader with a track record of enhancing team productivity and customer satisfaction at The Eco Plumbers and SSG. Skilled in project management and multi-tasking, adept at driving efficiency and fostering collaborative environments. Increased loyalty through empathetic customer service, demonstrating proficiency in Google Docs and Sheets. Achieves optimal results through effective training and mentoring, with a focus on exceeding performance goals.
Overview
10
10
years of professional experience
Work History
Production Coordinator
The Eco Plumbers
08.2023 - Current
- Coordinate communication between departments, fostering a collaborative work environment.
- Coordinate all new sales to ensure customers needs are being met promptly
- Ensure all proper permits are issued and inspections are completed according to state and local guidelines
- Ensure all payments are collected and applied to customer accounts
- Manage budgets on a daily, weekly and monthly basis
- Ensure customer satisfaction is being met consistently
- Assist customer to ensure all concerns are being met
Customer Service Representative
The Eco Plumbers
08.2022 - 08.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Processed customer service orders promptly to increase customer satisfaction.
Senior Team Leader
SSG
03.2021 - 07.2022
- Set clear team goals and delegated tasks and set deadlines.
- Produced weekly, daily and monthly activity reports and forecasts.
- Mentored junior team members, providing guidance and support to enhance their career progression.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Conducted team member meetings and updated members on best practices and continuing expectations.
- Enhanced team productivity by implementing efficient workflow processes and optimizing resource allocation.
- Developed strategies to promote team member adherence to company regulations and performance goals.
- Discovered training needs and provided coaching.
- Established clear performance metrics, monitoring progress routinely against set objectives for optimal results.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Evaluated staff performance and provided coaching to address inefficiencies.
Sales Trainer
SSG
07.2017 - 03.2021
- Established clear expectations for desired outcomes at the onset of each course module or workshop session.
- Assessed training program effectiveness on regular basis and improved upon deficient areas.
- Managed recruitment, training and development for highly effective sales team.
- Developed and led group training courses to align with corporate sales and service goals.
- Ensured Trainee's compliance using an LMS system
- Ensure time cards are correct for payroll
- Maintain Corrective disciplinary actions according to company policies
- Facilitated workshops focused on overcoming objections, closing deals, and building long-term client relationships.
- Designed and implemented sales training program and documentation.
- Enhanced employee retention through ongoing coaching and mentoring for newly hired sales professionals.
Customer Service Representative
SSG
10.2014 - 07.2017
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
High School Diploma -
Washington High School
Massillon, OHSkills
- Project Management
- Schedule Coordination
- Workflow Coordination
- Efficiency optimization
- Purchase Orders
- Proficient in Google Docs
- Proficient in Google sheets
- Efficiency in multi-tasking
Timeline
Production Coordinator
The Eco Plumbers
08.2023 - Current
Customer Service Representative
The Eco Plumbers
08.2022 - 08.2023
Senior Team Leader
SSG
03.2021 - 07.2022
Sales Trainer
SSG
07.2017 - 03.2021
Customer Service Representative
SSG
10.2014 - 07.2017
High School Diploma -
Washington High School
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