Pamela Morris
Jacksonville,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in various industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Department of the Treasury
07.2023 - 06.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Support Specialist
Lakeshore Management, Inc.
07.2009 - 01.2023
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Optimized use of CRM tools, ensuring accurate tracking and follow-up of customer interactions.
- Resolved customer complaints with empathy and patience, restoring client confidence in company.
- Elevated customer support experience by adopting customer-first approach in all interactions.
- Enhanced client satisfaction by resolving complex issues through in-depth troubleshooting and effective communication.
Education
Associate of Arts Degree -
Florida State College at Jacksonville
Skills
- Microsoft Word
- Excel
- PowerPoint
- Outlook
- Teams
- Zoom
- SharePoint
- Adobe Acrobat Pro
- Concur
- Visio
- Smart Sheets
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Timeline
Customer Service Representative
Department of the Treasury
07.2023 - 06.2025
Customer Support Specialist
Lakeshore Management, Inc.
07.2009 - 01.2023
Associate of Arts Degree -
Florida State College at Jacksonville
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