Pamela Trahan
Albuquerque,NM
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
15
15
years of professional experience
Work History
Project Support Professional
Lowe's Home Improvement
04.2023 - 04.2025
- Managed installation projects for our customers. These included window, door, cabinet, flooring and gas appliance installs.
- Acted as a a liaison between our customers, installers and stores.
- Worked with different systems, including Palantir, Cisco Finesse and Salesforce. Also our installation and order systems.
- Maintaining trust and confidence in our brand.
- Taking feedback and complaints from customers regarding the installation process.
- Made outbound calls to follow up with customers throughout their entire installation process.
Customer Experience Professional
Lowe's Home Improvement
04.2022 - 04.2023
- Received calls from customers, inquiring about payments and orders.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
Repair Support Professional
Lowe's Home Improvement
06.2021 - 04.2022
- Facilitated appliance repair requests under the Lowe's Protection Plan.
- Walked customer through basic troubleshooting.
- Maintained trust and confidence in our brand to provide the best service possible.
- Worked with different systems including Avaya, Siebel and our repair and order systems.
- Communicated with Independent Service Providers to ensure a smooth service for our customers.
Customer Account Expert
T-Mobile
09.2018 - 06.2021
- Received calls from customers regarding billing, sales and device issues.
- Maintained trust and confidence in our brand so we could retain customers.
- Resolved billing and payment issues with empathy and willingness to assist.
- Sold devices and services based on what the customer needed.
- Logged feedback and complaints so that we could develop new processes and policies, to keep improving our service.
Tech Expert
Verizon Wireless
09.2014 - 08.2018
- Received calls from customers needing technical assistance with their phones.
- Completed the troubleshooting process to obtain a resolution.
- Created trouble tickets to resolve network issues.
- Maintained trust and confidence in our services and brand.
- Set follow ups to reach back out to customers and confirm resolution.
- Worked with different systems including our base system and our troubleshooting and network systems.
Customer Advocate
Verizon Wireless
03.2010 - 09.2014
- Received calls from customers regarding billing and order issues and handled the issues with empathy and understanding.
- ,Worked with multiple systems at the same time.
- Completed Tier 1 troubleshooting before getting the customer to technical support.
- Maintained trust and confidence in our brand.
- Constantly adapted to change.
Education
Associate of Arts - General Studies
Merced College
Merced, CA05-2005
Skills
- Computer systems
- Teamwork
- Mobile device expertise
- Typing
- Documentation
- Research
- Customer focus
Timeline
Project Support Professional
Lowe's Home Improvement
04.2023 - 04.2025
Customer Experience Professional
Lowe's Home Improvement
04.2022 - 04.2023
Repair Support Professional
Lowe's Home Improvement
06.2021 - 04.2022
Customer Account Expert
T-Mobile
09.2018 - 06.2021
Tech Expert
Verizon Wireless
09.2014 - 08.2018
Customer Advocate
Verizon Wireless
03.2010 - 09.2014
Associate of Arts - General Studies
Merced College
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