Hi, I’m
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.
Earlier convenience store job as a cashier then took over the manger duties, inventory, daily reports, ordering, daily deposits,stocking. Kept an Eagle eye on the stores and pumps.
Overview
37
years of professional experience
Work History
American Alarms, Inc. a Division of General Security, LLCApex, NC
Customer Service Manager
04.2011 - Current
Job overview
- 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.
U.S. Census Bureau, U.S. Department Of CommerceStanfield, NC
Crew Leader Assistant
04.2010 - 07.2010
Job overview
- 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.
BP/Gulf ProductsCharlotte, NC
Lead Cashier/Manager
11.1988 - 02.1990
Job overview
- Supervised daily cash handling operations, ensuring accuracy and compliance with company policies.
- Trained and mentored junior cashiers on best practices for customer service and transaction processes.
- Implemented process improvements to streamline checkout procedures, enhancing customer satisfaction.
- Monitored inventory levels and collaborated with management to ensure product availability during peak hours.
- Conducted regular audits of cash drawers to ensure adherence to operational standards and minimize discrepancies.
- Maintained a balanced cash drawer with diligent attention to detail and accurate counting practices.
Education
North Mecklenburg High SchoolHuntersville, NC
High School Diploma
06-1981
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
- Customer relations
- Customer focused
- Problem-solving
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
Lead Cashier/Manager
BP/Gulf Products
11.1988 - 02.1990
North Mecklenburg High School
High School Diploma