Pamela Hiester
First Energy
Reading,PA
13
years of professional experience
Knowledgeable and dedicated customer service professional with extensive experience across retail and customer care environments. A strong team contributor with a positive, outgoing demeanor and proven ability to build rapport with clients. Motivated to maintain high customer satisfaction and support overall company success. Skilled in quality, speed, and process optimization, bringing an articulate, energetic, and results‑driven approach to every role. Organized, dependable, and effective at managing multiple priorities with a consistently positive attitude, along with a strong willingness to take on additional responsibilities to support team goals.
Work History
Customer Service Representative III
7 Years 7 Months- Managed over 50+ calls daily
- Answer customer telephone calls promptly to avoid on-hold wait times
- Skilled in MIP/MOP, PA Billing, PA Credit, PA/NJ AMIP, New Service, and General Service (PA/NJ Commercial Billing)
- Knowledge of Quality Center, CRM, GIS, Microsoft, SAP, CREWS, OnDemand, Web CSR, Power ON, FE ebill/checkfree, Knowledge circuit, and Browsers - Safari, Firefox, Chrome
- Collaborated closely with team members and cross-collaborated with meter services, line department, engineering and back-office billing to resolve customer inquiries
- Tested upcoming CRM advancements to ensure proper usability before initiation deadlines through critical analysis and immediate solutions
- Evaluated and provided user feedback to identify potential improvements to application performance
Customer Service Representative
7 Months- Answered customer telephone calls promptly, minimizing on-hold wait times and enhancing customer experience
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Demonstrated proficiency in MIP and MOP software applications
- Actively listened to customers, resolving concerns quickly and escalating major issues to supervisor when necessary
Support Manager
1 Year 6 Months- Supported employees with day-to-day tasks and complex issues using motivational and analytical strategies to enhance problem-solving capabilities
- Evaluated personnel performance and initiated incentives and team-building events to enhance team morale and engagement
- Facilitated communication of corporate objectives across divisions through regular correspondence and scheduled status updates to ensure alignment
- Trained associates on power equipment and used experience and knowledge to strengthen team
- Oversaw key management to ensure store safety and access control (opening store, respond to alarm codes)
Department Manager
3 Years 8 Months- Balanced employee workloads to achieve objectives while enhancing job satisfaction
- Identified and diminished performance gaps by coaching and supervising 6 subordinates
- Ordered inventory supplies to replenish stock levels. and reported discrepancies to control costs and maintain inventory levels
- Built positive rapport with employees to enhance morale and support retention efforts
- Partnered with merchandising team to plan and execute floor moves, merchandise placement and overall sales set-up
- Prepared detailed reports for management to clarify existing trends, review sales and inventory data and support shrink minimization and safety awareness
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
- Oversaw overstocking procedures to maintain organized inventory., restocking and inventory control procedures during multiple shifts
- Kept employee workloads fair and balanced to achieve objectives while maintaining high job satisfaction
Education
High School Diploma
Skills
Customer focused
Root cause analysis
Typing & Data Entry Accuracy
Time management
Resourceful solutions
Quality assurance testing
Detail‑Oriented
Team collaboration
Continuous learning
Independent Work & Self‑Management
Skill development
CRM Data Management
Timeline
Customer Service Representative III
First Energy
01.2019 - CurrentRead More
Customer Service Representative
Ever Staff
06.2018 - 01.2019Read More
Support Manager
Lowes
12.2016 - 06.2018Read More
Department Manager
Lowes
04.2013 - 12.2016Read More
Muhlenberg High School
High School Diploma
Read More