Pamela Hearn
Irving,TX
Summary
Dedicated Customer Service Representative with a strong focus on resolving inquiries and enhancing customer satisfaction. Committed to teamwork and proactive solutions, fostering a positive service environment. Empathy and effective communication skills contribute to productive interactions and successful outcomes.
Overview
1
1
Certification
30
30
years of professional experience
Work History
Class B CDL Driver
Skyhop Global
Dallas, TX
06.2026 - Current
- Transported pilots and flight attendants to hotels and DFW Airport safely and punctually, providing exceptional customer service.
- Operated Class C, transporting passengers to designated locations safely and on time.
- Provided reliable transportation for passengers to various destinations, ensuring timely arrivals.
- Performed pre-trip, post trip -inspections to ensure the vehicle's safety and functionality before each shift.
Transportation Charter Driver. School Bus Driver, Security Patrol
P&L Enterprise LLC
Dallas-Fort Worth, TX
12.2014 - Current
- Full Time -Part Time Work = School Bus Driver, Irving ISD, Coppell ISD, Lewisville ISD.
- Security Guard Patrolling, Monitoring, A CCTV (closed circuit television) I worked in a central control room, monitoring and controlling a bank of screens.
- Ensured safe delivery of customer merchandise, maintaining high standards of service.
- Monitored and controlled CCTV systems in central control room to enhance security and prevent crime.
- Safe delivery of the customer merchandise.
- Led a team of staff members to achieve project goals.
Supervisor
RAPTV
Dallas, TX
06.2025 - 06.2026
- Supervised 26-30 drivers for area events for Arlington Trolleys.
- Supervised daily operations to ensure compliance with safety standards and protocols.
- Coordinated team schedules to optimize workflow and resource allocation effectively.
- Trained new employees on company policies and operational procedures for consistency.
FEMA, Customer Support Agent, Intake Specialist
4Ci Consulting
Richardson, TX
11.2024 - 02.2025
- FEMA Disaster Survivor Assistance (DSA) Intake Specialist.
- Resolved 100% of customer inquiries on the first contact.
- Demonstrated professionalism and empathy in addressing customer concerns, enhancing customer experience.
- Documented all interactions with customers accurately and thoroughly in the CRM system.
- Collaborated with cross-functional teams to escalate complex issues, ensuring timely and effective resolutions.
- Guided customers in effectively using software applications and online platforms, improving user satisfaction.
- Participated in regular training sessions to stay updated.
- Consistently achieved a 100% average CSAT (Customer Satisfaction) score through effective problem-solving skills.
Mail Carrier/Mail Handler
United States Postal Service
Dallas-Fort Worth, TX
02.1997 - 10.2014
- Served customers by processing mail and keying zip codes.
- Processed incoming mail efficiently.
Customer Service Specialist & Resolution Contractor
Coleman Enterprise LLC
Dallas-Fort Worth, TX
05.2008 - 01.2014
- Transitioned from part-time resolution role to full-time contractor, managing diverse client assignments over 8 years in customer service and account resolution.
- Completed various assignments for multiple companies over the years.
- Managed and serviced customer accounts at Genpact - Goldman Sachs, Spectrum, Verizon, and NTTA, ensuring effective support and assistance across multiple platforms.
- Processed billing and collection tasks for customer accounts. Providing the Best Customer Service.
- Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction.
- Managed a high volume of incoming calls and outbound calls, exceeding performance metrics for response time and resolution.
- Billing, Collection. Providing the Best Customer Service.
- Demonstrated strong knowledge to effectively answer customer questions and provide accurate information.
Customer Service, Customer Support
MORTGAGE RESOLUTIONS LLC
Dallas-Fort Worth, TX
05.2006 - 05.2008
- Started with Mortgage Resolutions and the company changed Owner.
- Commenced part-time role as a contractor. Working Assignments for the following company over the past 2 years, in Customer service.
- Managed a high volume of incoming calls and outbound calls, exceeding performance metrics for response time and resolution.
- Demonstrated strong knowledge to effectively answer customer questions and provide accurate information.
- Utilized strong knowledge to answer customer questions and provide accurate information.
Education
Computer Science - Computer Science
International Technical Institute
Dallas, TXBusiness Management - Business Management
Southwestern Christian College
Terrell, TXHigh school diploma - Interest Business Management
Christian Academy Of Dallas
Dallas, TXSkills
- Live chat
- Customer support
- Training
- Analysis skills
- Pricing
- Teamwork
- Zendesk
- Grammar
- Management
- Lease management
- OTR routing
- Defensive driving
- Communication skills
- Assembly
- Safety training
- Relationship management
- Counter-negotiation
- Guest services
- Accountability
- Office experience
- Sales
- Crew management
- Team building
- Data entry
- Manufacturing industry
- Automotive parts management
- Call center management
- Non-profit industry
- Office management
- Product information
- Support response optimization
- Content development
- Administrative experience
- Customer issue resolution
- Technical support
- Coaching
- Route coordination
- Service management
- Email customer support
- Government industry
- Profit & loss
- General Ledger Accounting
- Dealership experience
- Budgeting
- Call center agent experience
- Debt negotiation
- Team motivation
- Writing skills
- Phone customer support
- Consumer service
- Account management
- Debits & credits
- Automotive service
- Wireless networking
- Transportation management systems
- P&L Management
- Phone communication
- Payroll
- Supervising experience
- Development support
- Escalation handling
- CRM software
- Ability to follow instructions
- Multitasking
- Problem-solving
- Forklift
- Logistics management
- Continuous improvement
- Route planning
- Personal transportation assistance
- Resume management software
- Shuttle driving
- Help desk
- In-person customer service
- Team leadership
- Report writing
- Microsoft Access
- Conducting sales calls
- Heavy lifting
- Lexis-Nexis
- Audit preparation
- Microsoft Office
- Software troubleshooting
- Mortgages
- Microsoft Powerpoint
- Interpersonal communications
- Retail industry
- Safe work practices
- Manufacturing
- SAP
- Freight
- Financial services
- Active listening
- Quality control
- Order entry
- Route driving
- Document review
- Manufacturing company experience
- Employee relationship building
- Order inquiry handling
- Document coordination
- Ambition
- Spreadsheets
- Technical support
- Financial loans
- Telecommunications industry
- Delivery driver experience
- Returns processing
- Driver mentoring
- Sales support
- GPS
- Route planning
- CNC
- Finance industry
- DOT regulations
- Tenants
- Hospitality
- Organizational skills
- Leadership
- Passenger safety
- Cost management
- Copper CRM
- Auto estimating
- Typing
- Technical Proficiency
- Motor coach
Certification
- Non-CDL Class C
- CDL C
- Passenger Endorsement
- School Bus Endorsement
- Driver's License, 07/01/32
- CDL B, 07/01/32
- CPR Certification
- Air Brake Endorsement
- Loss Prevention Qualified
- Pallet Jack Certification
- Guard Card
- Certified Quality Engineer
- Forklift Certification
- Class B, S (School bus), P (Passenger vehicles), TX, 03/01/39
Languages
English
Willing To Relocate
- Arlington, TX
- Dallas, TX
- Grand Prairie, TX
Timeline
Class B CDL Driver
Skyhop Global
06.2026 - Current
Supervisor
RAPTV
06.2025 - 06.2026
FEMA, Customer Support Agent, Intake Specialist
4Ci Consulting
11.2024 - 02.2025
Transportation Charter Driver. School Bus Driver, Security Patrol
P&L Enterprise LLC
12.2014 - Current
Customer Service Specialist & Resolution Contractor
Coleman Enterprise LLC
05.2008 - 01.2014
Customer Service, Customer Support
MORTGAGE RESOLUTIONS LLC
05.2006 - 05.2008
Mail Carrier/Mail Handler
United States Postal Service
02.1997 - 10.2014
Computer Science - Computer Science
International Technical Institute
Business Management - Business Management
Southwestern Christian College
High school diploma - Interest Business Management
Christian Academy Of Dallas