PAMELA QUINNEY
Desoto
Summary
Detail-oriented care center specialist with extensive experience in providing customer-focused support within fast-paced contact center environments. Proficient in resolving inquiries and service requests through active listening, clear communication, and precise documentation of case details. Demonstrated ability to enhance customer satisfaction and streamline service processes.
Overview
1
1
Certification
9
9
years of professional experience
Work History
Care Center Specialist III
State Farm
Richardson
06.2021 - Current
- Answered inbound customer and agent contacts (phone/email) regarding policy, billing, coverage questions, changes, and values/disbursements, ensuring clear communication and resolution.
- Maintained high customer satisfaction by consistently meeting call/case handling metrics, contributing to overall service quality.
- Adhered to State Farm policies, compliance requirements, and privacy regulations in all interactions.
- Provided accurate information and assisted customers with service requests, facilitating timely resolutions and enhancing customer experience.
Fullfillment Associate
Amazon
Lancaster
11.2017 - 04.2021
- Picked and packed customer orders using scanners and warehouse systems, ensuring accuracy in shipment details and adherence to safety rules.
- Verified item counts, barcodes, and shipping labels, reducing packing errors and minimizing returns.
- Moved inventory and restocked workstations to maintain operational flow and support replenishment efforts.
Document Specialist
BNY Mellon
Dallas
01.2019 - 04.2020
- Managed custody and control of confidential documents, ensuring compliance with intake, retrieval, storage, and disposition procedures.
- Processed document retrieval requests by verifying identifiers, case/order numbers, and document locations, facilitating timely access to needed information.
- Reviewed and verified documentation for compliance with regulatory standards.
Education
High School Diploma -
Nathan Hale High School
05-1985
Some College (No Degree) - Unit Clerk
Grossmont Health Occupational Center
Some College (No Degree) - Administration of Justice
Southwestern College
Skills
- Call Center Operations
- Regulatory compliance
- Case Management Software
- Customer Service
- Detail-Oriented
- Critical Thinking
- Multitasking
- Adaptability to Change
- Communication skills
- Empathy
Affiliations
- A member of (ERG) Employee Resource Groups
- African American Forum
- Women's Networking Group
- Working from Home
- Viva Engage
Certification
- TDI Life agent
Timeline
Care Center Specialist III
State Farm
06.2021 - Current
Document Specialist
BNY Mellon
01.2019 - 04.2020
Fullfillment Associate
Amazon
11.2017 - 04.2021
Some College (No Degree) - Administration of Justice
Southwestern College
Some College (No Degree) - Unit Clerk
Grossmont Health Occupational Center
High School Diploma -
Nathan Hale High School