Pamela Horenstein
Port St Lucie,FL
Summary
Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid call escalations. Motivated professional well-versed in building productive relationships, resolving complex issues, and winning customer loyalty. I have excellent secretarial skills as well.
Overview
46
46
years of professional experience
Work History
Customer Service / Office Manager
Schuremed
05.2014 - 09.2022
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Entered sales orders into Quickbooks checking for accuracy and emailed confirmation to customer
- Answered product questions with regards to set-up of equipment, when was product scheduled to ship, and also assisted field sales reps with their customer concerns
Formal Bid Administrator
AliMed
03.2011 - 11.2013
- Searched government and local data bases for bids for medical equipment.
- Worked with Vice President of Sales and Regulatory for best possible price to bid on and fill out necessary paperwork to include detailed product information, picture of product if similar to the one asked for in the bid.
- Success rate was 50%-60%
Customer Service Representative - Operating Room
AliMed
03.2008 - 02.2010
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business including replacing items if necessary.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Improved resolution time with effective problem-solving for customer complaints.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Product Support Customer Service Representative
AliMed
10.2003 - 02.2007
- Handled escalated calls efficiently, finding satisfactory resolutions for both the customers and the company.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Responded to customer requests for products, services, and company information.
Medical Secretary
Dinesh Patel, MD
01.1977 - 06.1978
- Located, checked in, and pulled medical records for patient appointments and incomplete charts.
- Kept information confidential and followed HIPAA guidelines to maintain patient trust.
- Used knowledge of medical terminology to transcribe patient information from written copy, electronic equipment, or verbal direction.
- Scheduled patient appointments for surgery with the hospital and had patient fill out necessary surgical paperwork.
Education
Associate of Science - Business
Massasoit Community College
Brockton, MABachelor of Arts - Business Administration
Curry College
Milton, MASkills
- Quickbooks Detail Oriented
- Extensive Customer Service
- Excellent Problem-Solving Skills
- Proficient in Outlook,Word, Excel & Power Point
- Medical Terminology
- Formal Bids (Government & Local)
- Shipping
Timeline
Customer Service / Office Manager
Schuremed
05.2014 - 09.2022
Formal Bid Administrator
AliMed
03.2011 - 11.2013
Customer Service Representative - Operating Room
AliMed
03.2008 - 02.2010
Product Support Customer Service Representative
AliMed
10.2003 - 02.2007
Medical Secretary
Dinesh Patel, MD
01.1977 - 06.1978
Associate of Science - Business
Massasoit Community College
Bachelor of Arts - Business Administration
Curry College
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