Dedicated Customer Service Professional with Leadership Potential

Pamela Burkitt

She/Her

Cell: 647-***-****

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

Summary

Customer Service professional with strong communication and problem-solving skills, seeking to contribute to team success and grow into a leadership role. Over 16 years of hands-on experience supporting clients, resolving issues and fostering positive relationships. Recognized for professionalism, empathy, and commitment to ensuring customer satisfaction and loyalty. Experience

September 2025 to Present

Caradoc Townsend Mutual

Customer Service Representative and Data Operations Specialist

• Audit data for completeness, accuracy, and compliance with company standards

• Collaborate with management to streamline data entry and reporting procedures

• Coordinate between data, sales, and operations teams for smooth workflow

• In charge of four Agents books of business which include providing quotes and obtaining proper documents needed to convert over to new business

• Respond to customer inquiries via phone, email, and in person, providing accurate information and efficient solutions.

January 2022 to September 2025

Allstate Insurance Company of Canada

Regional Service Agent

• Strong communication skills with the ability to develop lasting client relationships

• Recognized year-over-year at the town hall meetings for delivering exceptional customer service and maintaining high satisfaction scores

• Assisted in training new service and sales agents in the office

• Member of the EX Lab – a cohort dedicated to testing out new products to Allstate in several departments and providing feedback about them

• Demonstrate leadership by taking ownership of escalated customer concerns and resolving issues efficiently

• Assess and analyze policy risks and determine eligibility requirements while also adhering to Allstate’s underwriting and compliance guidelines

• Set calendar reminders to follow up with the Service Agents teams and clients as needed

• Lead team meetings with the Service Agents to review updates to processes and procedures to ensure every agent aligns with company standards July 2020 to January 2022

Assistance Services Group/Sykes/Toyota & Lexus Canada Customer Service Representative

● Provide exceptional customer service to a variety of customers and guests for Lexus and Toyota Canada and assisted in training all new agents

● Answer dealer, insurance, police, and customer questions over the phone regarding manufacturing warranties, warranty enhancement programs, coverages, vehicle tracking systems, recalls, and connected service issues

● Transferred calls to Toyota/Lexus Financial Services, Roadside Assistance, and dealerships or third-party companies like Sirius XM

● Provide customers and dealerships with information regarding firmware updates in their vehicles

● Assist in troubleshooting any issues within the connections between the app services and the computer systems in customer’s vehicles Sept 2019 to July 2020

Discount Car and Truck Rentals

Sales and Customer Service Representative

● Handled front cash duties, completed contracts, and successfully performed inspections on each vehicle

● Maintained top sales representative for selling insurance with rentals for the entirety of my employment

● Handled incoming calls and listened to customers needs to delegate until appropriate solution is found

● Performed store office open and closing duties as well as taking care of the desk at Macmaster Dealership

● Make Net Promoter Score Calls to ensure all customers were completely satisfied with the service they received

Education

CIP Insurance Institute of Ontario London, ON In Progress OTL Insurance Institute of Ontario London, ON 2022 Westervelt College Massage Therapy London, ON 2018 Fanshawe College Hair Stylist Diploma Woodstock, ON 2016 Technology

Quick to learn new software programs and have extensive knowledge of the following:

● Cisco Jabber, Avaya & Genesys

● CRMS, Focus and Alldocs

● AssistPlus, DASH, MVR

● Applied Epic and Cognition +

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