Pamela Holloway
North Richland Hills,TX
Summary
Dynamic Senior Customer Service Representative with Santander, adept at resolving complex inquiries and enhancing customer satisfaction. Skilled in payment processing and complaint resolution, I foster long-term relationships while maintaining a calm demeanor under pressure. Proven ability to monitor accounts and implement effective solutions, ensuring seamless service delivery and client retention.
Overview
10
10
years of professional experience
Work History
Senior Customer Service Representative
Santander
03.2015 - 03.2025
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
Education
No Degree - Undecided
Brookhaven College
Dallas, TXSkills
- Customer support
- Complaint resolution
- Payment processing
- Call center experience
- Calm under pressure
- Call documentation
- Professional telephone demeanor
- Data entry
Accomplishments
- Documented and resolved system issues which led to the implementation of new payment methods and was a part of the disaster relief team.
2021 Top of the OPS Summit Award
This is an award for outstanding performance and contributions to the company.
Timeline
Senior Customer Service Representative
Santander
03.2015 - 03.2025
No Degree - Undecided
Brookhaven College
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