***** *********, **. ***** ****** *****, Mi ● 313-***-**** ● ad3s3v@r.postjobfree.com

Pamela Young

Objective Accomplished in leveraging performance metrics to improve customer interactions and outcomes. Dedicated leader with the ability to lead teams to process and manage large call volumes without compromising service or quality. I am seeking a rewarding and challenging position that will allow for growth and utilization of my 18+years of call center Team Lead experience. Seeking a role where I can build both customer and employee rapport through innovative and motivational techniques- boosting morale and overall call center performance. Pro-active and results oriented seeking a role with a company that values hard work, company loyalty and exceptional interpersonal skills.

Experience

Walmart Roseville, Mi

Sales Associate January 2020-Present

Ensure proper organization of the store

Respond to customer complaints and questions

Contribute to the customer service experience

Educate and enlighten customers on product prices and details

Address challenges according to policies of Walmart

Handle issues of return, exchange, and refund

Treat customers with courtesy

Help customers with locating items

Adhere to safety procedures in ensuring the security and safety of customers within the store

Ensure total satisfaction of customers during their shopping experience

Ensure neatness of the store at all times

Detroit Medical Center, Detroit Mi

Telephone Operations Lead May 2006-Present

Supervises an office of more than 25 telephone operators and assists with general questions and concerns

Maintains office and staff through training, monitoring, and coaching employees

Scheduling in accordance with departmental requirements, maintains payroll, and completes employee evaluations

Administers training and monitoring of employees

Trains employees to process DMC Central Campus and Sinai-Grace codes according to JCAHO requirements, as well as, monitor employee progress on the Emergency Preparedness (codes of colors) system

Assist DMC hospital staff with various issues within my scope

Trains staff on the processing of Physician Consults for Harper and Sinai-Grace

Trains staff on email usage and etiquette

Maintains the DMC WebXtend Corporate Directory, create and maintain the WebXtend Physician on-calls schedules and trains employees within the DMC network on the process of entering and updating their own on-call schedules.

Oversee call center employees to ensure customer satisfaction goals are met

Experienced in professionally and patiently addressing negative customers and provide feedback

Addresses and resolves customer complaints empathetically and professionally

Serves as a member of the CPR Committee for Detroit Receiving Hospital

Provides daily metrics management and effectively supervises a high-volume inbound call center, and

Supplies the statistics for the GEMBA board.

Detroit Medical Center, Detroit Mi December 1999-May 2006

Telephone Operator

Answered incoming calls regarding patients, clinics and physicians etc

Paged physicians, nurses and hospital staff

Assited with the process of alerting staff for emergency codes per the JCAHO requirements

Answered a constant flow of customer calls with up to 20+ calls in que per minute

Referred unresolved customer grievances to designated departments for further investigation

General call center duties

Education

Edwin Denby Tech and Prep High School, Detroit Mi Graduation 1998

General Studies

Endorsed Diploma

Skills

Microsoft Word

Microsoft Power point

Microsoft Excel

Microsoft Outlook

Kronos

Webxtend

Avaya

CCMIS

Exceptional workflow management

Calabrio monitoring

IBM Pro / Link

Adheres to customer services procedures

Customer service award

Higher Ground® monitoring

Typing 60 wpm

Skilled in call center operations

Multi-line phone proficiency

Completed telephone training seminars

Kronos payroll system

References upon request

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