Customer Service Sales

PAMELA KILBANE

**** * ******** ***, *** D, Glendale, CA 91205 H: 626-***-**** ********@*****.***

Strong organizational skills

Retail sales experience

Seasoned in conflict resolution

Sharp problem solver

Courteous demeanor

Energetic work attitude

Large cash/check deposits expert

Customer service expert

Adaptive team player

Opening/closing procedures

Excellent typing skills

Proficient in Microsoft Word

Past experience with Lotus Notes

Creative Problem Solving

Prioritizing multiple projects

Telecommunication skills

Office Support

Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.

Customer Service

Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.

Sales

Consistently generated additional revenue through skilled sales techniques and maintained customer retention.

Customer Interface

Greeted customers upon entrance and handled all cash and credit transactions. Assisted customers over the phone regarding store operations, product, promotions and orders.

Database Maintenance

Assisted in the managing of the company database and verified, edited and modified customers information.

LC Coaching UCLA 100 Hour TESL/ TESOL Certification.

Meritorious and Outstanding Achievement Medals USAF

05/2011 to 05/2015 Call Center Specialist/Dispatcher II

AAA Burbank, CA

Answers phones in a high volume call center environment assisting members who require emergency road side service.

Achieving compliance, member satisfaction, and adherence requirements monthly in order to meet the company's goals.

My duties also include resolving service complaints, checking eligibility status and processing membership renewals.

Dispatched calls to the providers/contractors in a timely manner. Relayed pertinent information in order achieve customer satisfaction and assistance with road side service.

01/2010 to 09/2010 ESL Teacher

Oxbridge Brazil

Prepared lessons plans for students from elementary to advance level.

Responsible for completing monthly reports for over 40 students grading them on grammar, communication, achievements and areas of improvement.

Conducted lessons via English by Phone and was assigned to the schools VIP clients with one to one classes.

My responsibilities included teaching at several different companies discussing business, grammar and communication skills.

12/1991 to 09/2009 Customer Service Specialist, Sales Associate, Senior Contracts Analyst, Senior

Quality Specialist

Kaiser Permanete Pasadena, CA

Created new processes and systems for increasing customer service satisfaction.

Developed highly empathetic client relationships and earned reputation for exceeding sales goals.

Cross-trained and provided back-up for other customer service representatives when needed.

Prepared and sold broad range of customized merchandise to individuals and commercial accounts.

Managed quality communication, customer support and product representation for each client.

Worked under strict deadlines and responded to service requests and emergency call-outs.

Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax.

Guaranteed positive customer experiences and resolved all customer complaints.

01/2009 to 01/2009 LC Coaching UCLA Los Angeles, CA

01/1985 to 01/1987 United States Air Force San Bernardino, CA

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