Pamela Steed
Raleigh,NC
Summary
Resourceful Customer Service Manager with over 10 plus years of experience leading teams to exceed sales goals and customer expectations. Communicative and diplomatic leader skillful in resolving customer issues, completing audits and preparing annual budgets. Sound knowledge of job-related software.
Overview
16
16
years of professional experience
Work History
Customer Service Manager
American Alarms, Inc. a Division of General Security, LLC
04.2011 - Current
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Processed documentation and troubleshot discrepancies to build client rapport.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Audited customer account information to identify issues and develop solutions.
- Organized client contracts, records, reports and agendas to strengthen traceability.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Took ownership of customer issues and followed problems through to resolution.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Identified and communicated customer needs to supply chain capacity and quality teams.
Crew Leader Assistant
U.S. Census Bureau, U.S. Department Of Commerce
04.2010 - 07.2010
- Managed inventory and maintenance of tools and equipment.
- Monitored task completion to meet company standards for performance.
- Managed multiple employees in various job tasks throughout phases of project completion.
- Documented crew member attendance and activities for project reports.
- Resolved issues among crew members by addressing problems immediately and mediating disagreements.
- Enforced company policies, answered coworkers' questions and trained new personnel.
Education
High School Diploma -
North Mecklenburg High School
Huntersville, NC06.1981
Skills
- Documentation and Reporting
- Staff Training
- Workflow Management
- One Call Resolution
- Technical Proficiency
- Delegating Work
- Training and Development
- Handling Escalations
- Call Center Operations
- Scheduling and Coordinating
- Work Prioritization
- Client Relations and Retention
- Issue Resolution
- Verbal and Written Communication
- Service Delivery Optimization
- Problem-Solving
- Positive and Constructive Feedback
- Problem Resolution
- Administration and Reporting
- Complaint resolution
- Product and service solutions
- Customer retention
- Account updates
- Exceptional telephone etiquette
- Administrative support
- Shipping, receiving, and warehousing
Education and Training
other
Timeline
Customer Service Manager
American Alarms, Inc. a Division of General Security, LLC
04.2011 - Current
Crew Leader Assistant
U.S. Census Bureau, U.S. Department Of Commerce
04.2010 - 07.2010
High School Diploma -
North Mecklenburg High School