PAMELA GRISMORE-BENNETT
Crowley,TX
Summary
Results driven professional dedicated as an exceptional customer service representative, capable of improving organizational processes and implementing effective solutions. Advanced customer service skills in phone, email, and multiple chat.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Bread Financial
Columbus, OH
11.2022 - 08.2024
- Responded to customer requests for products, services, and company information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs. Spoke with customer via chat, email and phone.
CUSTOMER SERVICE REPRESENTATIVE
Bank of America
Arlington, Tx
06.2019 - 11.2022
- Responsible for answering inbound calls, in a work from home environment
- Assist the client with questions they may have for personal and small business accounts
- Submit billing and fraud disputes for the deposit team in regards to disputed transactions
- Handle escalated calls, assist and de-escalate the calls to save the client from closing account.
- Responded to customer requests for products, services, and company information.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Customer Service Representative
Walgreens Boot Alliance
Deerfield, IL
01.2019 - 06.2019
- Working in a WFH setting, assist the customer with saving on prescription drug plan
- Taking inbound calls, as well as making outbound calls to the customer for medication
- Working in a production filled setting, reaching out to the pharmacist for save a trip
- Schedule call back for customer to set up a time for the customer to go into the pharmacy.
Senior Escalation Representative
Walmart eCommerce
Fort Worth, Tx
05.2015 - 12.2017
- Responsible for taking inbound calls, and making outbound calls to carrier for freight
- Handle customer calls that were being escalated and de-esclate the customer that request manager
- Assist customer with locating their order, and replace an order that was lost or not available
- Place orders for customer, and take debit and credit card payments to complete order.
Technical Support Representative
Consensus Corporation
N. Richland Hills, Tx
08.2013 - 03.2015
- Assist the store representative with technical support of their computers and printers
- Activate the customers cell phone, and troubleshoot their phone, when applicable
- Remote into the agent computer, using As-400 and perform technical support to get system up and running
- Install the agent printer and remove printer when new software was performed, upsell with the agent for products for the customer account.
- Responded promptly to incoming sales leads and requests for technical support.
Education
Diploma -
Nations High School
Richmond, Va01.2012
Hurst, Tx
01.2002
Skills
- Product Knowledge
- Information Security
- Data Entry
- Data Collection
- Account updating
- Complaint resolution
- Microsoft PowerPoint
- Problem-solving abilities
- Building rapport
- Customer Service
- Computer Proficiency
- Call center experience
- Dispute Resolution
- Live chat support
- Call Center Operations
- Microsoft Outlook
- Technical Support
- De-Escalation Techniques
Personal Information
Title: CUSTOMER SERVICE PROFESSIONAL
Timeline
Customer Service Representative
Bread Financial
11.2022 - 08.2024
CUSTOMER SERVICE REPRESENTATIVE
Bank of America
06.2019 - 11.2022
Customer Service Representative
Walgreens Boot Alliance
01.2019 - 06.2019
Senior Escalation Representative
Walmart eCommerce
05.2015 - 12.2017
Technical Support Representative
Consensus Corporation
08.2013 - 03.2015
Diploma -
Nations High School