Pamela Dziedzic Email & Phone Number

Currently seeking a challenging career in Customer Service

Reading, Pennsylvania Area

XO Communications Inc

• Provide daily leadership to a team of 10 to 20 Customer Implementation agents and Project Managers.
• Run work scheduled and review with team daily to ensure we meet Customer requested due dates.
• Provide support to team, handle escalations, maintain team metrics and help them to meet their goals.
• Maintenance of reports ensuring all aged tasks are appropriately addressed.
• Supervise Project Managers to ensure that their workflow meets company standards, in delivering outstanding customer service.
• Provided training and guidance for new employees within the department.

Wyomissing PA

Wyomissing, PA

• Provided superior customer service and work quality, while demonstrating attention to detail, flexibility and innovation in resolving problems. Possess effective communication skills, and work well with others at all.
• Motivated to work efficiently without direct supervision in a busy environment, handling many tasks simultaneously. Able to prioritize workload and multi-task. Consistently "get the job done" and exceed expectations.
• Communicate critical installation dates, provide cut sheets with order details, and adjust with customer targeted cut over dates.
• Knowledgeable on all XO products especially focused on MPLS/SIP and ESIP products.
• Created spreadsheets for multiple projects with high revenue for customer and sales.

Lancaster, Pennsylvania Area

• Restructured and improved the Customer Support department operations on a daily basis. Trained and managed 5 representatives to process orders on-line and provide product and technical support. Identified problems.
• Constructed training manuals to enhance the skills of both the customer and the customer service associates.
• Streamlined the entire order entry system and improved accuracy of documentation, reducing shipping and order entry errors.
• Provided technical guidance, information and advice to Customers, and Sales regarding all products and customer service issues.
• Developed a customized order entry process to meet customers' specific ordering needs while improving accuracy and on-time delivery to the customer.
• Set- up in house telephone reports, reviewed daily activity, ACD groups, and cost accounting. Reviewed all local and long distance billing and reduced phone bill by 50% in one year.

Lancaster, Pennsylvania Area

• Managed and supported system engineers performing on site customer services maintenance.
• Presented and expedited solutions for software and recommended product configurations for customer telephone systems.
• Wrote database, designed and programmed all voice and data for customer phone equipment and then trained all users on equipment and software operations.
• Developed and implemented a standardized job detail project guide for all installations.

Lancaster, Pennsylvania Area

• Hired, trained and supervised a staff of 8, including warehouse management, inside sales and customer service.
• Maintained exceptional and quality customer care.
• Increased staff productivity and technical ability through effective training.
• Spearheaded a customer complaint system to field complaints on new installation, taking immediate action and then conducting proper follow-up.

Lancaster, PA

• Managed a staff of 12 field technicians and 5 Customer Service representatives for 5 regional offices for all new telephone and nurse call system installations, maintaining a profitable gross margin.
• Designed and prepared job control reports for all new installs.
• Scheduled all new telephone system installations.

• Managed a staff of 9 telephone operators and shift scheduling.
• Maintained inventory for hospital gift shop and increased profits by 50% in less than one year.
• Director of Volunteer Services, responsible for interviewing and placement.
• Maintenance and programmed the D-1000 PBX daily. Performed all in house MAC moves, adds and changes.

Business, Management, Marketing, And Related Support Services

Business Administration And Management, General

Business Administration And Management, General