Clerical Experienced
Resume:
PAMELA M.
GIVENS
CONTACT
PHONE
Location
Montgomery, Al
***********@*****.***
PROFILE
Seasoned professional with 10+ years of experience in customer service adept at managing high-volume calls and providing exceptional assistance. Skilled in operating CAD/CRM systems, resolving customer issues, and maintaining accurate records. Seeking a Remote Customer Service Representative position to leverage remote work experience and advanced communication skills.
EDUCATION
G W CARVER HIGH SCHOOL
August 2001 – May 2025
High School Diploma – General Studies
VIRGINIA COLLEGE OF MONTGOMERY
April 2012 – December 2013
Associate Business Administration
SKILLS
Professionalism
Customer Service
Attention to Detail
Documentation and Reporting
Computer Skills
Basic understanding of common medical terms and how to correctly translate them
SKILLS
Time Management and Flexible Schedule
Remote Work from Home
Data Entry/ Management/35 WPM
Inbound/Outbound Calls
Works Well Under Pressure
WORK EXPERIENCE
CITY OF MONTGOMERY – PUBLIC SAFETY CALLTAKER
June 2023 – present
Dispatches emergency personnel, including police, fire, and medical teams, to incident scenes, ensuring timely and appropriate response to over 50 daily calls. Prioritizes calls effectively, utilizes computer-aided dispatch (CAD) systems for call input and tracking, and coordinates inter-agency support during critical situations. Provides crucial pre-arrival instructions to callers, maintains composure under pressure, and communicates effectively with multiple agencies to facilitate coordinated response efforts
Alorica
Healthcare Customer Service Representative – Work at Home
August 2023 – November 2023
Assist customers with issues and concerns they are experiencing during the use of the product and/or service
Document call-related information for auditing and reporting purposes
Maintain and update customer information as necessary
Upsell current customers on new or enhanced services
Wind Creek Hospitality Teleservice Representative II
August 2019 – February 2023
Managed high-volume inbound call flow, handling over 50 calls daily, ensuring accurate tracking of customer account details and gaming preferences. Delivered comprehensive guidance to guests on casino game offerings and slot machine operations, while efficiently coordinating hotel and spa reservations. Processed financial transactions, including deposits for hotel and spa services, and informed guests about check-in/check-out procedures. Provided exceptional customer service by swiftly resolving concerns, communicating current promotions, special events, and entertainment options, and defusing escalated guest situations through advanced communication skills.
Wind Creek Montgomery – Main Banker
May 2017-August 2019
Managed and maintained accurate financial records, ensuring the security of large monetary transactions during peak operational periods. Ensured compliance with Title 31 regulations by monitoring and reporting on cash flow, and meticulously prepared bank deposits following each shift. Upheld strict security protocols and verification processes, including the reconciliation of transactions and the safeguarding of company assets.
Player Services Representative
Jun 2014 - May 2017
Provided exceptional customer service by promptly greeting guests, addressing inquiries, and ensuring satisfactory resolution of issues. • Conducted accurate cash drawer reconciliations at shift start and finish and processed high volumes of currency transactions using counting equipment. • Enrolled patrons in loyalty programs, accurately monitored transaction compliance for regulatory reporting, and maintained precise cash drawer balances.
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