PAMELA DUNBAR
Palgrave,ON
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the stone and builder industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Superior communication and customer service skills through teaching, managerial and customer care experiences. Strong analytical skills to diffuse escalated situations and problem solve. Proficient in MS Office and CRM
Overview
35
35
years of professional experience
1
1
Certification
Work History
CUSTOMER CARE LEAD
STONEWORX
08.2018 - Current
- Respond to calls and emails in a high-volume atmosphere from customers and builders
- Problem solve issues by investigating all details with installers, templators and the shop to determine issues and how to rectify the problem
- Designated as contact for any online reviews on Google or through the company website
- Assigned to the highest volume sales district to regenerate a positive conflict resolution environment with executives from a partnership company and their customers
- Secretary of Company's Health and Safety Committee
- Developed new methods and protocols for handling of clients that vastly improved efficiencies and customer satisfaction
- Supervise and train new hires within the company.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Delivered prompt service to prioritize customer needs.
- Spearheaded customer retention initiatives by proactively reaching out to at-risk accounts and offering customized solutions.
- Mentored new hires, fostering a supportive team environment that encouraged personal growth and professional development.
- Maintained up-to-date knowledge of product and service changes.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
OWNER/TEACHER
NOTING HILL STUDIO
09.2005 - 01.2020
- Music for Young Children certified music teacher as well as a Royal Conservatory of Music certified piano teacher
- Grew my studio from 6 to 40 students
- Taught group classes and private lessons
- Excellent customer service skills allowed me to grow my business to its maximum size and maintained it
- Managed tuition and registration payments, ordered books, materials and supplies as required.
CUSTOMER SERVICE REPRESENTATIVE & OFFICE ADMINISTRATOR
ECHO SPRINGS WATER COMPANY, PURE BLUE WATER COMPANY
07.2005 - 07.2018
- Assisted clients with order processing, coordinated delivery with route drivers, answered sales inquiries, customer service and data entry of daily bottled water routes.
CUSTOMER SERVICE REPRESENTATIVE & OFFICE ADMINISTRATOR
ECHO SPRINGS WATER COMPANY, PURE BLUE WATER COMPANY
05.1993 - 01.1999
- Assisted clients with order processing, coordinated delivery with route drivers, answered sales inquiries, customer service and data entry of daily bottled water routes.
AQUATICS DIRECTOR
YWCA HAMILTON, MCNAB STREET BRANCH
04.1991 - 04.1993
- Managed aquatics department with duties including interviewing, hiring, training, scheduling, participating in department head meetings, reporting data compiled through my department, teaching lessons and lifeguarding
- Processed daily payments for program registrations, facility bookings, memberships and point of sale transactions.
SUPERVISOR
MATHESON WOODS CHILD CARE CENTRE
06.1989 - 03.1991
- Supervised large childcare centre licensed for 98 children with 18 staff members
- Assisted owners in interviewing and hiring staff
- Was responsible for training staff and ensuring that Provincial legislation for childcare centres was adhered to daily
- Conducted staff training, responsible for interviewing new and potential clients and ensured that it was a safe and happy environment for both the children and staff.
Education
MUSIC FOR YOUNG CHILDREN ACCREDITATION - 3 Year Certified Teaching Accreditation
MUSIC FOR YOUNG CHILDREN
06.2008
BACHELOR OF APPLIED SCIENCE - Honours Child Studies Degree
UNIVERSITY OF GUELPH
05.1988
Skills
- Relationship Building
- Teamwork and Collaboration
- CRM Software
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Customer Account Management
- Microsoft Office
- Employee Coaching
- Product Knowledge
- Issue and Complaint Resolution
- Project Management
- Escalation Handling
Activities
- Member of the Caledon Concert Band 2013 - 2018
- Caledon Minor Hockey Volunteer - fundraising committee, assist in running tournaments, team photographer, yearbook team member
- Enjoy swimming, kayaking, skiing, painting, photography and reading
References
REFERENCES AVAILABLE UPON REQUEST
Certification
Red Cross First Aid and CPR trained
Timeline
CUSTOMER CARE LEAD
STONEWORX
08.2018 - Current
OWNER/TEACHER
NOTING HILL STUDIO
09.2005 - 01.2020
CUSTOMER SERVICE REPRESENTATIVE & OFFICE ADMINISTRATOR
ECHO SPRINGS WATER COMPANY, PURE BLUE WATER COMPANY
07.2005 - 07.2018
CUSTOMER SERVICE REPRESENTATIVE & OFFICE ADMINISTRATOR
ECHO SPRINGS WATER COMPANY, PURE BLUE WATER COMPANY
05.1993 - 01.1999
AQUATICS DIRECTOR
YWCA HAMILTON, MCNAB STREET BRANCH
04.1991 - 04.1993
SUPERVISOR
MATHESON WOODS CHILD CARE CENTRE
06.1989 - 03.1991
MUSIC FOR YOUNG CHILDREN ACCREDITATION - 3 Year Certified Teaching Accreditation
MUSIC FOR YOUNG CHILDREN
BACHELOR OF APPLIED SCIENCE - Honours Child Studies Degree
UNIVERSITY OF GUELPH
Red Cross First Aid and CPR trained
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