Customer Service Representative

PAMELA HAYES

Spring, Texas *****

Phone: 346-***-****

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

PROFESSIONAL SUMMARY

Purposeful Customer Service Representative known for maintaining exceptional professionalism and courtesy. Expertise in managing high volumes of inbound and outbound calls, assisting customers with a diverse range of issues including widespread support, billing inquiries, and escalations. Outstanding communicator with a proven history of exceeding sales quotas. I am independent and diligent, eager to expand my skills and contribute to company success. Consistently recognized for being trustworthy, dependable, ethical, and meticulous.

EXPERIENCE

Customer Service Representative

LexisNexis VitalCheck Network Inc./Remote Aug 2024 to Feb 2025 Managed confidential calls, emails and chats from customers requesting vital record certificates.

Verified information provided to ensure information is given to the parties entitled. Researched orders when needed to correct or address customer’s concerns. Followed up with customers to provide updates and progress on orders. Mutual Teller

Sam Houston Race Park Houston, Texas September 2018 to Current Deliver exceptional customer service with a friendly demeanor to acquire/retain clients. Provided training to new employees on Texas Racing Commission policies and procedures. Educate customers on the diverse range of wager types available for races. Manage the collection, counting, and balancing funds at closing. Achieved promotion to Lead Teller after two years of dedicated service. Met customer needs by providing knowledgeable and efficient assistance. Travel Consultant

Expedia Las Vegas, Nevada May 2015 to October 2016 Maintained precise records of client transactions, payments, and contact information. Engaged with clients to ascertain their budget, travel timelines, and accommodation preferences.

Meticulously organized client itineraries, ensuring diligence and accuracy. Promptly addressed customer complaints or concerns to uphold elevated levels of satisfaction.

Assisted clients in planning and booking both domestic and international vacations. Coordinated travel arrangements for individuals, families, and groups. Customer Service Representative

William Sonoma Las Vegas, Nevada July 2012 to May 2015 Efficiently managed customer calls within a dynamic call center environment. Worked collaboratively across various departments to address and resolve customer- related issues.

Consistently achieved individual, team, and company goals within the customer service domain.

Enhanced customer satisfaction through prompt and knowledgeable service delivery. Responded to inbound calls to address concerns, schedule appointments, and successfully close sales.

Promoted to Supervisor, overseeing, and managing a team of fifteen customer service representatives.

Customer Service Supervisor

Adelphia Cable Orlando, Florida April 2009 to April 2012 Conducted thorough analysis of key performance metrics to identify areas needing improvement within the team's performance.

Performed regular performance evaluations for team members, offering constructive feedback and strategic guidance.

Managed escalated customer complaints, ensuring prompt and satisfactory resolution. Assisted in the recruitment and interviewing process for prospective candidates in the customer service department.

Provided coaching to underperforming team members, implementing targeted action plans to enhance their skills over time.

Developed and organized team-building activities aimed at improving team morale. SKILLS

● Product Knowledge ● Adaptability and Flexibility ● Effective Communication

● Cash Handling Expertise ●Organizational Skills ● Call Management

● Complaint resolution ● Data Entry

EDUCATION

Bachelor of Science (B.S.) - Criminal Justice

University of Phoenix, Online May 2015

Associate in science (A.S.) - Accounting

University of Phoenix, Online May 2013

LANGUAGE English Fluent

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