Pamela Mullins
Lebanon,VA
Summary
With a proven track record at Disney Resorts and Reservations, I excel in enhancing customer satisfaction and classroom management. Leveraging skills in behavior management and organizational growth, I've significantly contributed to positive outcomes. My expertise in student engagement and resolving customer complaints underscores a commitment to excellence and achievement.
Overview
41
41
years of professional experience
1
1
Certification
Work History
Substitute Teacher
Russell County Public Schools
Lebanon, VA
09.2020 - Current
- Assisted with classroom management issues when needed.
- Remained up-to-date with emergency procedures to keep students and staff safe in emergency events.
- Provided feedback on assignments or projects given by the regular teacher.
Agent Services Representative
Disney Resorts and Reserversations
Lake Buena Vista, Fla
10.2020 - 02.2025
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Assisted customers with product selection based on their needs.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Resolved customer complaints by investigating issues and providing solutions.
- Developed strong customer relationships to encourage repeat business.
- Developed strategies to improve overall customer service experience.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Analyzed data from various sources to identify trends in customer service needs.
- Strengthened membership loyalty, executing flawless customer service and account management.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Supported sales team members to drive growth and development.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Assisted customers with price checks, lifting heavy items and addressing other inquiries.
- Updated customer accounts with new or changed contact information.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Provided assistance to customers regarding account information, billing inquiries, and technical support.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Collected deposits or payments and arranged for billing.
Retired Schoolteacher
Dickenson County Public Schools
Clintwood, VA
04.1984 - 06.2012
- Participated in workshops, trainings and conferences to improve educational skills.
- Implemented technology into lesson plans to enhance student engagement in the learning process.
- Met with administrators and department team members to work on curriculum planning and assessment methods.
- Ensured a safe classroom environment by monitoring student behavior in accordance with school policies.
- Referred to district standards to plan lessons and prepare students to take standardized assessments.
- Organized and supervised field trips, school events and activities.
- Prepared and graded subject tests for students.
- Implemented behavior management strategies to maintain classroom discipline.
- Collaborated with other teachers, administrators, parents and community members to ensure successful academic outcomes for all students.
- Supervised students throughout day, both in classroom and outside during breaks.
Education
Bachelor of Arts - Elementary Education PK-Grades 4
University of Virginia's College At Wise
Wise, VA05-1984
Skills
- Lesson plan implementation
- Student engagement
- Organizational growth
- Student tutoring
- Behavior management
- Reporting and documenting
- Classroom management
- Instructional strategies
- Behavior modeling
- Group instruction
Certification
- Teaching Certificate from the State of Virginia 1984 - 2017
Timeline
Agent Services Representative
Disney Resorts and Reserversations
10.2020 - 02.2025
Substitute Teacher
Russell County Public Schools
09.2020 - Current
Retired Schoolteacher
Dickenson County Public Schools
04.1984 - 06.2012
Bachelor of Arts - Elementary Education PK-Grades 4
University of Virginia's College At Wise
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