Pamela Sanders
Denver,CO
Summary
Accomplished Clinical Contact Center Representative at Kaiser Permanente, adept in customer service and problem-solving, significantly increased first call resolution rates. Demonstrated exceptional empathy and active listening, enhancing customer relations. Skilled in navigating complex software, ensuring efficient and accurate customer support. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
23
23
years of professional experience
Work History
Clinical Contact Center Representative
Kaiser Permanente
11.2015 - 11.2023
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Demonstrated empathy towards customer concerns, fostering trust and rapport during interactions.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
Record Keeping Specialist
TIAA-CREF
03.2001 - 10.2015
- Processed payments, issued receipts and updates invoices to assist with financial recordkeeping.
- Followed up with staff and customers by phone and email regarding missing or needed information and compiled retrieved information into files.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
Education
High School Diploma -
Manual High School
Denver, COSkills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Problem Resolution
- Call center experience
- Conflict Resolution
- Complaint Handling
Timeline
Clinical Contact Center Representative
Kaiser Permanente
11.2015 - 11.2023
Record Keeping Specialist
TIAA-CREF
03.2001 - 10.2015
High School Diploma -
Manual High School
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