Pamela Roth
Slatington,PA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the health insurance industry. 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
20
20
years of professional experience
Work History
Customer Service/Delivery Driver
MAMAS Pizza
01.2024 - Current
- Completed on-time deliveries by choosing best and most efficient routes.
- Kept detailed mileage and fuel reports to track overall fuel costs.
- Maintained upbeat, positive attitude in busy, customer-focused environment.
- Operated vehicle safely in highly congested areas with no traffic violations.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Verified accuracy of all deliveries against order forms.
- Managed customer inquiries and complaints in polite and professional manner.
- Worked scheduled hours as required and took on available shifts during holidays and busy periods.
- Kept detailed records of deliveries and money received from customers.
- Answered common customer questions, accepted payments and completed paperwork at delivery and pickup locations.
- Determined quickest and safest routes for delivery by using effective planning and organizational skills.
- Promoted customer satisfaction by addressing or escalating concerns for quick resolution.
- Documented mileage, deliveries, pickups, customer issues and damages.
- Successfully avoided time delivery delays by carefully planning best routes.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Addressed customer needs and made product recommendations to increase sales.
- Built relationships with customers to encourage repeat business.
- Assisted customers with returns, refunds and resolving transaction issues.
- Stocked, tagged and displayed merchandise as required.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Performed cash, card, and check transactions to complete customer purchases.
- Handled cash with high accuracy and took care to check bills for fraud.
Business Administrative Assistant
USA Properties LLC
07.2021 - 04.2024
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained inventory of office supplies and placed orders.
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
- Established administrative work procedures to track staff's daily tasks.
- Assisted coworkers and staff members with special tasks on daily basis.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Liaised between clients and vendors and maintained effective lines of communication.
Customer Service Representative
Aetna
06.2010 - 08.2023
- Provided primary customer support to healthcare professionals through correspondence via email , written mail or via telephone.
- Maintained customer satisfaction with empathy focused on addressing customer needs and resolving concerns.
- Review claims, benefit coverage and policy limitations.
- Resolved problems related to benefits, eligibility and claims.
- Observed, coached and mentored new staff.
- Assisted with high profile special projects, supervisor escalations and followed up with supervisors to resolve urgent tasks.
- Proposed, Created and Streamlined workflow.
- Investigated and resolved accounting, service and delivery concerns.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Cross-trained and provided backup support for organizational leadership.
- Identified and resolved discrepancies and errors in customer accounts.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Created and maintained detailed database to develop promotional sales.
- Implemented and developed customer service training processes.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Assistant Production Manager/Shipping Coordinator
Eckman Building Components
11.2004 - 01.2008
- New Quote intake
- Schedule Design Team/ Production/ Truck Drivers for Timely delivery
- Assist sales team with researching new leads
- Collect and enter vital data
- Assist with Quality Control
- Contact customers and schedule delivery
- General Clerical, filing, faxing, ordering permits through City/State Offices
- Assist Production manager with project status reporting
- Assist with inventory reporting/tallying
Education
High School Diploma -
Hamburg Area High School
Business Management And Marketing
Lehigh Carbon Community College
Schnecksville, PABusiness Management And Marketing
Allentown Business School
Skills
- Verbal and Written Communication
- Efficient and Detail-Oriented
- Understanding Customer Needs
- Upbeat and Positive Personality
- Responding to Difficult Customers
- Multitasking and Prioritization
- Customer Data Confidentiality
- De-escalation Techniques
- Creative Problem Solving
- Team-Oriented and Cooperative
- Excellent Attention to Detail
- Order Verification
- Mileage Tracking
- Payment Collection
- Quality Assurance
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Affiliations
- Northern Lehigh PTO
- Boy Scout Troop 62 Commitee
Timeline
Customer Service/Delivery Driver
MAMAS Pizza
01.2024 - Current
Business Administrative Assistant
USA Properties LLC
07.2021 - 04.2024
Customer Service Representative
Aetna
06.2010 - 08.2023
Assistant Production Manager/Shipping Coordinator
Eckman Building Components
11.2004 - 01.2008
High School Diploma -
Hamburg Area High School
Business Management And Marketing
Lehigh Carbon Community College
Business Management And Marketing
Allentown Business School
Similar Profiles
Tatiana GuzmanTatiana Guzman
Waiter at Mamas PizzaWaiter at Mamas Pizza
Faraz WaseemFaraz Waseem
Line Cook at Mamas PizzaLine Cook at Mamas Pizza
Emma Kate IrwinEmma Kate Irwin
Counter Sever at Mamas PizzaCounter Sever at Mamas Pizza