PAMELA J GRIMM

936-***-**** adszat@r.postjobfree.com LUFKIN, TX 75904

SUMMARY

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

SKILLS

Call Center Operations

Customer relations

Problem-solving abilities

Retail sales customer service

Inbound and Outbound Calling

High-energy attitude

Credit card payment processing

Office equipment proficiency

Clerical support

Adaptive team player

Documentation research

Outstanding clerical abilities

Patient rapport

Medical terminology

Medicaid knowledge

Verifying data accuracy

Filing and data archiving

Understands grammar

Data Entry

Strong interpersonal skills

Multi-line phone proficiency

Pleasant demeanor

Customer service-oriented

Excellent communication skills

EXPERIENCE

Customer Service Representative, Slingshot/Workwave, March 2020-Current

Lufkin, TX

Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Demonstrated excellent communication skills in resolving product and consumer complaints.

Asked probing questions to determine service needs and accurately input information into electronic systems.

Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Explained benefits, features and recommendations to maximize client retention.

Customer Care Representative, Sodexo Food Service, October 2018-March 2020

Lufkin, TX

Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Delivered customer support to high call load each shift.

Collected payments and provided accurate change.

Completed daily recovery tasks to keep areas clean and neat for maximum productivity.

Accepted cash and credit card payments, issued receipts and provided change.

Learned roles of other departments to provide coverage and keep store operational.

Customer Service Representative, Etech, October 2017-September 2018

LUFKIN, Texas

Sales of wireless phones and accessories

Assist customers with minor account issues

Troubleshoot minor issues with wireless phones

Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints

Check to ensure that appropriate changes were made to resolve customers' problems

Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken

Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills

Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers

Refer unresolved customer grievances to designated departments for further investigation

Determine charges for services requested, collect deposits or payments, or arrange for billing

Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments

Solicit sales of new or additional services or products

Order tests that could determine the causes of product malfunctions

Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills

Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims

Review insurance policy terms to determine whether a particular loss is covered by insurance

Production Worker, Pilgrims Pride, September 2012-October 2017

LUFKIN, Texas

Utilizes knives, cleavers, meat saws, band saws, and other equipment to perform meat cutting and trimming

Promotes safe work environment for all employees

Uses methods and procedures to eliminate problems and to improve quality

Operate machinery used in the production process, or assist machine operators

Place products in equipment or on work surfaces for further processing, inspecting, or wrapping

Examine products to verify conformance to quality standards

Start machines or equipment to begin production processes

Observe equipment operations so that malfunctions can be detected, and notify operators of any malfunctions

Remove products, machine attachments, or waste material from machines

Lift raw materials, finished products, and packed items, manually or using hoists

Transfer finished products, raw materials, tools, or equipment between storage and work areas of plants and warehouses, by hand or using hand trucks or powered lift trucks

Pack and store materials and products.

Customer Service Representative, Etech Inc, February 2012-July 2012

LUFKIN, Texas

Maintained customer satisfaction, and contribute to company success

Established rapport with clients and exceeded monthly sales quota

Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints

Check to ensure that appropriate changes were made to resolve customers' problems

Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken

Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills

Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers

Refer unresolved customer grievances to designated departments for further investigation

Determine charges for services requested, collect deposits or payments, or arrange for billing

Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments

Solicit sales of new or additional services or products

Order tests that could determine the causes of product malfunctions

Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills

Review claims adjustments with dealers, examining parts claimed to be defective, and approving or disapproving dealers' claims

Review insurance policy terms to determine whether a particular loss is covered by insurance

Data Processing Clerk, A Pineywoods Home Health Care Inc, December 2004-January 2012

LUFKIN, Texas

Answer multi-line phone

Created spread sheets, transcription, word processing, and desktop publishing

Managed multiple data entry projects at once

Delivered high quality multiple data entry projects at once

Scan documents into database

Locate and correct data entry errors, or report them to supervisors

Compile, sort, and verify the accuracy of data before it is entered

Compare data with source documents, or re-enter data in verification format to detect errors

Store completed documents in appropriate locations

Select materials needed to complete work assignments

Read source documents such as canceled checks, sales reports, or bills, and enter data in specific data fields or onto tapes or disks for subsequent entry, using keyboards or scanners.

Property Damage Claims Representative, Union Pacific Railroad, May 2002-December 2004

Texas

Receive phone calls from customers

Input information into computer about customer and details of the property damage,

Investigate claim and approve or deny,

Process for payment

Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints

Check to ensure that appropriate changes were made to resolve customers' problems

Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken

Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills

Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers

Refer unresolved customer grievances to designated departments for further investigation

Determine charges for services requested, collect deposits or payments, or arrange for billing

Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments

Dental Technician, United States Navy, February 1988-February 1994

Texas

Prepare patient, sterilize or disinfect instruments, set up instrument trays, prepare materials, or assist dentist during dental procedures

Record treatment information in patient records

Expose dental diagnostic x-rays

Take and record medical and dental histories and vital signs of patients

Assist dentist in management of medical or dental emergencies

Provide postoperative instructions prescribed by dentist

Instruct patients in oral hygiene and plaque control programs

Order and monitor dental supplies and equipment inventory

Fabricate temporary restorations or custom impressions from preliminary impressions

Make preliminary impressions for study casts and occlusal registrations for mounting study casts

Pour, trim, and polish study casts

Clean and polish removable appliances

Clean teeth, using dental instruments

Fabricate and fit orthodontic appliances and materials for patients, such as retainers, wires, or bands

EDUCATION AND TRAINING

High School Diploma

Cy-Fair High School, Cypress TX June 1979

Bachelor of pschology

Counseling Psychology, Colorado Technical University, Colorado Springs CO

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