Customer Service Sales
Resume:
PAMELA HERTZOG
Aurora, CO 80012
**************@*****.***
SOFTWARE TRAINER
Highly accomplished public speaker and trainer. Communication professional
with over ten years experience and strong customer service background.
Accomplished writer of creative training materials. Able to synthesize
technical material into high impact presentations, using humor and energy
to create memorable trainings. Communicator with the interpersonal skills
to build and maintain collaborative relationships at all levels of an
organization. Motivates, inspires, mentors and coaches others. Excellent
copywriting, editing, and detailed proofreading skills. Multi-tasker who
delivers projects on time in a fast-paced environment and assists team
members when needed. Internet savvy and fully knowledgeable in MS Office
Suite.
EDUCATION
Currently in process to earn LIA certificate (adult learning) from the
state of CO
MA, Communication, University of Denver, Denver, CO
BA, Music, Westminster Choir College, Princeton, NJ
CORPORATE EXPERIENCE
WESTERN UNION 2012-present
Specialist, Customer Advocate
Respond to highly escalated complaints in strict timeframes
(Executive, BBB, CFPB). Compose letters that are appropriate and
professional in response. Be the point of contact for the customer.
Research and solve problems, working through to root cause, pulling
calls for quality analysis. Perform fraud and risk analysis, referring
people for interdiction. Manage incident caseload via Oracle Right
Now.
ZYNEX MEDICAL
2009-2012
Customer Service/Tech Support
Deliver exceptional customer service through inbound calls for
technical troubleshooting of Tens devices. Walk patients through set-up
of unit, answer general billing questions, health insurance
verification. Track calls in Excel, collection of comprehensive
patient data for billing purposes. Continuous database updating for both
patient and doctor changes in information. Research and resolve problem
files, take
supply orders, handle product return and replacement unit requests.
FIRST DATA CORPORATION 2005-2008
Client Relationship Representative/Call Center
Managed a portfolio of banks and states using our tax payment service,
in the Government Services Department. Built ongoing relationships by
assisting in system navigation and technical issues, via phone or web.
Attention to detail, monitoring statistics and performing continuous
database management. Provided support by proofreading and editing of
outgoing departmental communication.
CORESTAFF 2005
Fraud Analyst/Call Center
Communicated suspected fraud to banks and customers. Prompt follow-up
in communication required for this six-month temporary position at
VISA. Analyzed financial data on credit cards to determine if fraud
was occurring. Contacted customers and banks, blocked and unblocked
hot cards, notated accounts and reset PIN numbers.
COPYMAX 2004-
2005
Sales
Small business support through marketing of products and services, via
sales calls. Self-starter who supported sales initiatives and built
and maintained ongoing relationships.
LIBERTY MUTUAL FUNDS and CHARLES SCHWAB 1999-2002
Financial Services Representative/Call Center
Registered Representative completing trades in mutual funds. Marketed
our products and services to shareholders. Carried Series 7 and 63
securities licenses.
ADDITIONAL EXPERIENCE
TOASTMASTERS INTERNATIONAL 2005-present
Speaker and workshop presenter
Public speaker with over 8 years experience as a speechwriter,
presentation coach and mentor. Writer of workshop materials that
were presented at District events, designed to help speakers grow in
their writing and public speaking ability.
CERTIFIED TRAINER 2010
Solution People, Chicago
Certified to train others in this problem-solving and idea-generating
method. Use the Know-Brainer tool to generate both ideas and solutions
to problems. Applies to both individuals and groups, as they face
challenges and opportunities.
Contact this candidate