Pamela Kesten
Summary
Goal-oriented with distinguished experience in customer service, promotional and collectible industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction. Committed to streamlining procedures while optimizing employee talent.
Overview
28
28
years of professional experience
Work History
Customer Service Manager/Dealer Account Manager
Comic Book Grading Service
06.2014 - 11.2024
- Created operating procedures for new business start up.
- Enhanced company reputation by maintaining a professional image in all interactions with customers.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Attended comic book conventions and assisted customers with submissions.
Customer Service Representative/Coin Verifyer
Numismatic Guaranty Corporation
08.2005 - 06.2014
- Improved customer satisfaction by efficiently resolving inquiries and complaints.
- Addressed customer concerns to enhance service quality and build positive relationships.
- Enhanced company reputation with prompt and effective problem-solving.
- Provided detailed product information to assist customers in making informed decisions.
- Handled high volume of calls and emails with professionalism to ensure timely assistance.
- Collaborated with other departments to address customer needs and improve service delivery.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Coin research to identify origin and enter information for coin graders.
Business Owner
Plum Promotions
09.1996 - 10.2000
- Established strong customer relationships through excellent communication and attentive service.
- Strengthened company reputation by consistently meeting or exceeding customer expectations in terms of services offered.
- Consulted with customers to assess needs and propose optimal solutions.
- Trained and motivated employees for each in-store promotion.
- Communicated sales and feedback to customer after every promotion.
- Tracked employee attendance and punctuality.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
Education
High School Diploma -
Umtali Girls High School
Zimbabwe12-1979
Skills
- Strong interpersonal and communication skills
- CRM proficiency
- Performance tracking
- Problem solving
- Time management
Timeline
Customer Service Manager/Dealer Account Manager
Comic Book Grading Service
06.2014 - 11.2024
Customer Service Representative/Coin Verifyer
Numismatic Guaranty Corporation
08.2005 - 06.2014
Business Owner
Plum Promotions
09.1996 - 10.2000
High School Diploma -
Umtali Girls High School
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