Pamela Thurman
De Soto,KS
Summary
Skilled in managing high-stress situations, I utilized my problem-solving abilities and customer service expertise at JCPenney Distribution Center to strengthen customer loyalty and resolve conflicts efficiently, and proficiency in data entry and analytical skills. I possess a robust foundation in customer service and problem-solving skills to improve the customer experience. Over a span of 31 years, I held various roles within JCPenney, dedicating the last 15 years to customer service, data entry, customer communication, and investigation of credit card transactions and billing. Concurrently, I undertook part-time roles, including data entry and faxing at a UPS facility, and working at an Apple Mart deli, where my responsibilities encompassed order fulfillment, cooking, cleaning, order assembly/preparation, weighing and pricing, label printing, cashiering, and stock management. Prior to JCPenney, my employment history included convenience/grocery stores, where I performed cashiering, stocking, and other necessary tasks, and a stint at fast food chain Sonic. Additionally, I pursued nurse aide training and gained experience at Bethany Hospital and a nursing home. My work journey began at age 16 and concluded in 2015 due to health-related disability. Having not worked since, I am now eager to rejoin the workforce and integrate back into the working community.
Overview
32
32
years of professional experience
Work History
Customer Service Representative
JCPenney Distribution Center
10500 Lackman Rd. Lenexa, KS 66216
11.1982 - 04.2015
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Investigated and resolved customer inquiries and complaints quickly.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Investigated and resolved accounting, service and delivery concerns.
- Identified and resolved discrepancies and errors in customer accounts.
Return Processing Associate
JCPenney Distribution Center
10500 Lackman Rd. Lenexa, KS 66216
11.1982 - 04.2015
- Maintained a clean and organized workspace, enabling efficient handling of multiple returns simultaneously.
- Processed high volumes of returns during peak seasons, ensuring all items were assessed accurately and promptly handled according to company guidelines.
- Assisted in training new employees on return processing procedures, contributing to improved team productivity levels.
- Utilized advanced software programs for tracking return information, maintaining up-to-date records on all processed transactions.
- Exercised strong attention to detail when evaluating returned merchandise for signs of wear or damage per company standards.
- Distributed returned merchandise to appropriate store departments or palletized for liquidation.
- Documented returned product details in [Software] inventory tracking system.
- Operated electric pallet jack, forklift and manlift.
Fraud Prevention Representative
JCPenney Distribution Center
10500 Lackman Rd. Lenexa , KS 66216
11.1982 - 04.2015
- Reviewed transactions and receipts to identify any suspicious activity.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Conducted comprehensive audits on flagged transactions, verifying legitimacy or uncovering discrepancies that warrant additional scrutiny.
Stock Handler
JCPenney Distribution Center
10500 Lackman Rd. Lenexa, KS 66216
11.1982 - 04.2015
- Performed inventory control, such as counting, and stocking merchandise.
- Unloaded, sorted and stocked merchandise according to store layout and product placement.
- Kept aisles clear and clean while restocking to prevent accidents and enable others to easily pass by.
- Followed orders precisely for correct items, sizes and quantities.
- Operated equipment such as pallet jacks and hand trucks to move heavy boxes.
- Reviewed order slips, picked products and staged merchandize to be shipped.
- Stocked warehouse efficiently by comparing item numbers with storage locations.
- Moved pallets to and from trucks and around warehouse with forklifts to stay on top of demanding schedules.
UPS International Representative Clerk
UPS Customer Center
Santa Fe Trail, Lenexa , KS 662154
06.2000 - 03.2003
- Prepared comprehensive reports on international activities for internal use as well as external distribution.
- Tracked incoming and outgoing files and materials and maintained accurate records for potential discrepancies.
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
- Reduced errors in data entry through rigorous attention to detail and double-checking work.
- Input data into spreadsheets and databases.
Part Time/Store Deli Clerk
Apple Mart
55th And Shawnee Dr, KCK
08.1996 - 06.1998
- Greeted customers at counter to fulfill requests and answer questions.
- Precisely measured, weighed, sliced, and packaged deli products according to customer requests while minimizing waste.
- Maintained a safe working environment by adhering to food safety guidelines and promptly addressing any hazards.
- Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
- Responded to telephone inquiries regarding available products and services and helped customers make appropriate choices.
- Provided an enjoyable shopping experience for customers by engaging in friendly conversations while efficiently preparing their orders.
- Offered product samples to customers, generating additional sales through taste-testing.
- Properly labeled and stored food and fresh ingredients in cooler or freezer to optimize freshness.
- Prepared salads, soups and sandwiches for customers.
- Replenished serving stations with fresh food and cleaned up spills.
Education
High School Diploma -
Webster High
Tulsa, Oklahoma05-1978
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Microsoft Excel
- Complaint resolution
- Payment Processing
- Client Relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call Center Operations
- Microsoft Outlook
- Follow-up skills
- Call Management
- Product Knowledge
- Paperwork Processing
- Appointment Scheduling
- Order Processing
- Documentation
- Data Collection
- Live chat support
- Filing
- Dispute Resolution
- Research
- Spreadsheets
- Office equipment proficiency
- Proofreading
- Credit adjustments
- Warehousing functions
- Shipping procedures understanding
- Shipping and Logistics
- Clerical Support
Timeline
UPS International Representative Clerk
UPS Customer Center
06.2000 - 03.2003
Part Time/Store Deli Clerk
Apple Mart
08.1996 - 06.1998
Customer Service Representative
JCPenney Distribution Center
11.1982 - 04.2015
Return Processing Associate
JCPenney Distribution Center
11.1982 - 04.2015
Fraud Prevention Representative
JCPenney Distribution Center
11.1982 - 04.2015
Stock Handler
JCPenney Distribution Center
11.1982 - 04.2015
High School Diploma -
Webster High