Customer Service Representative

PAMELA ONEAL

Mobile: 470-***-****

Email: *******@*****.***

Personal Profile:

experience including key resolving expertise technology experiences Dynamic performance complex in and Retail, in to streamlining in high-results-improve fast-logistics, metrics, inquiries volume paced oriented efficiency. workflows, healthcare, environments. enhancing call with customer centers empathy Passionate customer training and and service insurance. and client-about new satisfaction precision. professional facing employees, creating Proven roles A (proactive 98%exceptional track with across and + record over leveraging rating)diverse team 5 customer of years, player and exceeding sectors, of with Education & Training:

2003-2008 Olabisi Onabanjo University BSc. Accounting - Grade: Second Class 2002 GCSE O’Levels 6 Grades A-C including Maths & English Academic achievement:

2011 Holborn College UK -Academic Excellence Award Skills:

• Call Handling (Inbound/Outbound) Troubleshooting Escalation Management

• Process Improvement Training and Mentorship

• Strong Communication Problem-Solving Conflict Resolution

• MS Office Suite (Word, Excel, Outlook)

[Professional [ Experience:

Hudson Group Hartsfield Jackson Airport Atlanta February 2024 Specialty Service Associate

• Greeted sales, upsell and opportunities assisted 50+ customers and brand daily, reputation. building positive rapport to enhance

• selections Increased tailored customer to customer retention needs. by understanding product layout and guiding

• pricing Maintained issues to an management. error-free register and accurately documented inventory or FS OLA LOGISTICS. Marietta January 2019- January 2024 Customer Service Representative/Admin Assistant

• Managed ups improve 70+ service inbound quality. calls daily, maintaining high accuracy and timely follow-

• Boosted customer satisfaction ratings by 20%, achieving a 90%+ average rating for three consecutive years.

• reducing Trained onboarding and mentored time by 7 25%employees . on customer service systems, significantly

• average Exceeded hold time. performance metrics in call handling efficiency, call waiting times, and

• Documented and escalated customer grievances, achieving a 98% resolution success rate.

• Recognized as Employee of the Year in 2021 for exceptional service performance. Assets & Resources Management Life PLC

Jan 2015 - June 2018

Living Benefits Advisor

• Secured and managed a portfolio of 50+ clients, achieving a 20% increase in policy renewals annually.

• products. Conducted needs assessments, driving client satisfaction and trust in company

• corporate Played targets a pivotal and role enhancing in organizational service delivery. restructuring, contributing to meeting Kent & Medway Psychological Therapies NHS TRUST UK Little Brook Hospital NHS Trust

February 2013 – Sept 2014

Assistant Administrator

• Provided inquiries via essential email, front-phone, desk and support in-person for communication. 80+ clients weekly, responding to

• errors Optimized by 15%. scheduling systems and patient data entry processes, reducing input

• data Managed privacy regulations. patient records and tribunal documentation, ensuring adherence to

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