Customer Service Expert

PAMELA HARRELL

Dallas, TX ***** 972-***-****) *************@*****.***

Professional Summary

Service focused Customer Advocate bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in Microsoft Office including Word, Excel, Outlook and Windows based programs with 10+ years of expertise in related roles.

Skills

●Inbound/Outbound Calls on various phone systems

●Quick Learner

●Complaint Resolution

●Order Fulfillment

●Credit Card Processing

●Good Listener

●Professional telephone demeanor

●Computer proficient

●Staff Education and training

●Data Entry

●Creative problem solving

●Account Management

Work History

March 2011-September 2019

Cartus Corp-Irving, TX -Customer Service Advocate

●Inbound/Outbound calls

●Enroll USAA Members into Real Estate Agent Referral Program

●Provided primary customer support to internal and external customers in fast-paced environment

●Offered advice and assistance to customers, paying attention to special needs or wants

●Regularly exceeded daily call quotas

●Exceeded teams closings and sales goals monthly, quarterly

●Managed and maintained 500+ caseloads monthly

●Handled escalations and complaints

●Mentored/Trained new hires

December 2009- December 2010

Prostaff (Contract)-Irving, TX -Customer Service Representative

●Inbound /Outbound calls in fast paced-environment

●Answered customer telephone calls promptly to avoid on-hold times

●Answered calls from Direct Energy residential customers regarding electric service

●Answered billing questions, processed payments, changed service and terminated service

●Answered calls from Home Depot customers for online store

●Checked availability, processed orders, tracked and canceled orders

October 2007- May 2009

Feizy Import Rugs-Dallas, TX - Customer Service Representative

● Inbound/Outbound calls in fast paced environment

●Responded to customers requests related to Home Collection and Fine Rugs

●Created sales using Windows Based Systems

●Processed payments, refunds, cancellation and credits

●Answered questions regarding availability, size, color and cost of rugs

●Assisted customers with setting appointments, shipping and special order request and arranging merchandise pick-up at other locations

Education

GED

El Centro College Job Training Center- Dallas, TX

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