Customer Service & Administrative Support Specialist

SKILLS

EXPERIENCE

Pamela Brookins

662-***-**** ***************@*****.*** Lewisville, TX 75067

Leverage a strong background in client relations and communication to support team growth and enhance service delivery. Proven problem-solving skills and expertise in crisis management, scheduling, and billing support. Eager to contribute to a new opportunity utilizing experience in maintaining compliance and improving customer satisfaction. Conscientious and organized, skilled at delivering exceptional customer service through strong communication and problem-solving abilities. Efficient in handling customer inquiries, managing multiple tasks, and ensuring quick, accurate resolution to enhance customer satisfaction.

• Client Relations & Communication • Crisis Management

• HIPAA Compliance • Electronic Health Records (EHR)

• Insurance & Billing Support • Time Management & Multitasking

• Team Collaboration • Problem Solving

• Scheduling Software • Data Entry & Accuracy

CUSTOMER SERVICE ASSOCIATE

Dillard's

January 2017 - Present

Delivered exceptional customer experiences in a fast-paced retail environment, maintaining a 97% customer satisfaction rate based on in-store surveys and manager feedback.

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Assisted an average of 50+ customers per shift, resolving concerns, processing transactions, and upselling products, contributing to a 15% increase in monthly sales.

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Consistently met or exceeded sales goals, achieving 110% of personal sales targets for 6 consecutive months.

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Maintained merchandise displays and organized stockroom, ensuring 100% compliance with visual standards and inventory protocols.

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Processed returns and exchanges with accuracy, reducing customer wait times by 30% through efficient problem-solving and register operation.

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ADMINISTRATIVE SUPPORT SPECIALIST

Yazoo County Human Resources

January 2012 - January 2017

Delivered high-level administrative and clerical support to the HR Director and county staff, improving daily office efficiency by 35% through optimized scheduling, document management, and communication workflows.

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Managed confidential employee files and onboarding documents for over 150+ county employees, ensuring 100% compliance with local and state regulations.

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Streamlined the employee intake process, reducing average new hire onboarding time by 40% by implementing digital filing and automated checklist systems.

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Served as the first point of contact for HR inquiries, resolving internal staff concerns and requests with a 98% satisfaction rating based on quarterly feedback.

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EDUCATION

Coordinated calendar management, meeting prep, and training logistics for county-wide HR sessions, increasing training attendance by 25% over 12 months.

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Maintained accurate payroll logs, time-off records, and benefits tracking spreadsheets, resulting in a zero-error audit for three consecutive years.

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Assisted with recruitment postings and applicant tracking, contributing to a 30% faster hiring timeline across county departments.

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CLIENT SUPPORT REPRESENTATIVE

Mental Health Services

January 2008 - January 2012

Delivered compassionate front-line support to clients across phone, email, and in-person channels, resolving 93% of inquiries within 24 hours.

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Coordinated intake for over 150+ new clients monthly, ensuring 100% HIPAA compliance and accurate data entry into the EHR system.

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Acted as liaison between clients and therapists, improving appointment scheduling efficiency by 40% through proactive communication and follow-up.

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Monitored client satisfaction surveys and implemented feedback loops, increasing overall satisfaction ratings from 82% to 95% within one year.

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Handled crisis communication calmly and professionally, connecting clients to emergency resources or immediate care when necessary (averaging 10+ critical cases/month).

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Managed billing questions and insurance verification for Medicaid and private carriers, reducing claim denials by 30% through accuracy and follow-through.

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HIGH SCHOOL DIPLOMA

Yazoo City High School

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