Summary
Overview
Work History
Education
Skills
Timeline
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Pamela Kelly

Woodville

Summary

Dynamic customer service professional with a proven track record at Entrata, adept at reducing call wait times and enhancing customer satisfaction. Skilled in building rapport and resolving conflicts, I leverage my expertise to drive loyalty and repeat business while managing high-pressure situations effectively.

Overview

19
19
years of professional experience

Work History

Leasing Consultant

Entrata
07.2021 - Current
  • Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Handled high volume of inbound calls per shift to offer callers product and service information and generate leads.
  • Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.

Customer Service Representative

All Web Leads
04.2017 - 06.2021
  • 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.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Banquet Coordinator

Hyatt Lost Pines
05.2006 - 05.2015
  • Directed and managed banquet staff for three departments.
  • Evaluated post-event feedback from clients constructively for continuous improvement in service delivery standards.
  • Collaborated with sales teams to create custom event packages tailored to the unique needs of each client.

Education

Associate of Applied Science - Business Management

University of Phoenix
Tempe, AZ
08-2021

Skills

  • Customer service
  • Building rapport
  • Customer service expertise

Timeline

Leasing Consultant

Entrata
07.2021 - Current

Customer Service Representative

All Web Leads
04.2017 - 06.2021

Banquet Coordinator

Hyatt Lost Pines
05.2006 - 05.2015

Associate of Applied Science - Business Management

University of Phoenix

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