Pamela Hackett
Vineland,NJ
Summary
Dedicated Customer Service Representative and Payments Analyst with over 10 years of experience in the customer service, casino and hospitality industries. Recognized for exceptional communication skills, strong problem-solving abilities, and a commitment to delivering outstanding customer experiences. Adept at managing high-pressure situations, handling customer inquiries, and resolving issues with a calm and professional demeanor. Experienced in processing transactions, managing accounts, and ensuring compliance with company policies as well as customer satisfaction. Seeking to leverage my expertise in a dynamic environment where customer satisfaction is a top priority.
Overview
20
20
years of professional experience
Work History
Customer Service Representative/Billing Specialist
The Hartford Insurance Group
12.2024 - Current
- Strengthened customer retention by offering discount options.
- Assisted customers with billing questions, coverage options and addressing other inquiries.
- Developed positive relationships with customers through friendly interactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Payment Operations Analyst-Remote
DraftKings
Atlantic City, NJ
05.2022 - 09.2024
- Lead efforts in combating online fraud and ensuring compliance with regulatory requirements
- Collaborate with managers to address DGE complaints, subpoenas, and other payment-related issues
- Oversee chargebacks and debt collection processes
- Foster and maintain strong relationships with payment service providers to ensure seamless operations
- Develop strategies to optimize payment processes, resolving bottlenecks and automating workflows
- Work closely with product and technology teams to implement innovative payment solutions enhancing customer experience
- Manage and mentor a team of payment operations specialists, ensuring timely and accurate processing of payments
- Report key payment metrics to senior management, informing strategic decisions and identifying improvement areas
Customer Service Representative-Remote
Golden Nugget Online Gaming
Atlantic City, New Jersey
05.2017 - 05.2022
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Phone and chat ratings of 90% or more.
- Answered phone, chat and emails.
Patient Access Representative
Atlanticare
Galloway, NJ
01.2017 - 05.2017
- Greet patients at the front desk
- Check patients in and out
- Make appointments over the phone and at the front desk
- Print patient summary and EKGs
- Communicate with the doctor and medical assistants
- Keep waiting area clean
- Listen to and respond to voicemails
- Send over medication refill requests to medical assistants
Marketing Operations Representative
Taj Mahal
Atlantic City, NJ
05.2015 - 10.2016
- Provided exceptional customer service, processing casino card applications and addressing inquiries
- Assisted in the onboarding process, including conducting orientations and managing employee documentation
- Supervised shifts, ensuring smooth operations and handling complex customer situations
- Managed bus reservations, handled cash responsibly, and ensured positive guest experiences
Customer Service Representative
Absecon Veterinary Hospital
Absecon, New Jersey
02.2014 - 04.2015
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Made appointments and greeted guests and their pets.
Cocktail Server/Ambassador
Caesars
Atlantic City, NJ
10.2013 - 02.2014
- Promoted Caesars Entertainment while ensuring quick and friendly service to guests
- Supervised shift operations, handled difficult situations, and maintained smooth daily operations
- Ensured responsible alcohol service, produced accurate change, and guaranteed guest satisfaction
Bus Marketing Supervisor
Trump Plaza
Atlantic City, NJ
10.2008 - 09.2013
- Supervised marketing operations, ensuring smooth daily activities and positive guest experiences
- Managed bus reservations, cash handling, and the distribution of promotional materials
Server
Friendly's
Vineland, NJ
04.2005 - 09.2008
- Provided excellent customer service, managed cash transactions, and ensured a welcoming dining experience
Education
License - Property And Casualty
Kaplan
01-2025
CNA/HHA Course -
Allied Health Training Institute
Northfield, NJVeterinary Technician Program -
Penn Foster
Veterinary Assistant Certificate -
Atlantic Cape Community College
Mays Landing, NJBasic College Courses -
Cumberland County College
Vineland, NJHigh School Diploma -
Vineland High School
Vineland, NJSkills
- Complaint resolution
- Microsoft Excel
- Call center experience
- Adaptive team player
- Live chat support
- Courteous demeanor
- Transaction monitoring
- Chargeback handling
- Multitasking Abilities
- Customer Service
- Answer telephones
- Detail Oriented
- Professionalism
- Problem-solving abilities
- Medical terminology knowledge
Timeline
Customer Service Representative/Billing Specialist
The Hartford Insurance Group
12.2024 - Current
Payment Operations Analyst-Remote
DraftKings
05.2022 - 09.2024
Customer Service Representative-Remote
Golden Nugget Online Gaming
05.2017 - 05.2022
Patient Access Representative
Atlanticare
01.2017 - 05.2017
Marketing Operations Representative
Taj Mahal
05.2015 - 10.2016
Customer Service Representative
Absecon Veterinary Hospital
02.2014 - 04.2015
Cocktail Server/Ambassador
Caesars
10.2013 - 02.2014
Bus Marketing Supervisor
Trump Plaza
10.2008 - 09.2013
Server
Friendly's
04.2005 - 09.2008
License - Property And Casualty
Kaplan
CNA/HHA Course -
Allied Health Training Institute
Veterinary Technician Program -
Penn Foster
Veterinary Assistant Certificate -
Atlantic Cape Community College
Basic College Courses -
Cumberland County College
High School Diploma -
Vineland High School