Pamela Wageman Email & Phone Number

South Jordan, Utah, United States

Lehi, Utah

• Assisted customers by phone, email, and chat in a fast-paced environment.
• Accurately explained information regarding products/services, compensation plan, policies/procedures, account status, and marketing promotions/campaigns.
• Resolved issues with order placement, and order fulfillment and explained bank payment error messages.
• Provided login and features support for direct sales cloud-based back-office solutions.
• Handled product issues and customer complaints.

Draper Utah

• Troubleshot user provisioning issues & authentication errors between Okta Identity Provider (IDP), Salesforce & Partner Portals.
• Performed Data Quality Salesforce Cleansing.
• Handled escalated licensing issues from Technical Support Engineers.
• Fulfilled requests & answered questions from Sales & Sales Operations employees.
• Assisted with Order Fulfillment using Salesforce & Cloud-based ERP solution.

Draper, Utah

• Provided daily direction and communication to employees so that customer service requests are answered in a timely, efficient, and knowledgeable manner.
• Provided continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency, and service for both internal and external customers.
• Provided statistical and performance feedback and coaching on a regular basis to each team member.
• Ensured employees have appropriate training… Show more
• Ensured employees have appropriate training and other resources to perform their jobs.
• Balanced workload among team members.

Draper, Utah

• Troubleshot & provided support for customer issues with software activation & software licensing.
• Contributed articles to internal and customer-facing knowledge bases.
• Assisted Arcserve Cloud Services with seed drive tracking & billing.
• Triaged customer issues & guided them to the correct resolver.
• Assisted Technical Support Engineers with basic technical issues related to hardware & software.

Provo, Utah

• Answered incoming calls and forwarded those calls to the appropriate company employees.
• Logged all technical support and training calls in CRM software.
• Provided proactive customer service, serving as a liaison between technicians and clients.
• Followed up on cases logged in CRM software as necessary making sure that all cases are handled in a timely manner.
• Supervised site maintenance critical error case creation process.
• Interviewed and recommended qualified applications… Show more

American Fork, Utah

• Contributed to quality objectives by ensuring that team members had the resources, coaching, and feedback they need to handle each contact with quality.
• Planned, directed, supervised, and evaluated workflow processes, ensuring the highest levels of customer service, accuracy, and time compliance.
• Established and maintained effective business relationships with external and internal customers, improving communication between customers and the company.
• Contributed to… Show more
• Contributed to accessibility (service levels) by ensuring that team members were in the right places at the right times, doing the right things.
• Analyzed historical data to determine patterns and considered possible trends that would affect call patterns.

American Fork, Utah, United States

• Analyzed technical problems involving software then developed and communicated solutions.
• Documented new problems and solutions for use by other technicians.
• Trained team members regarding software issues.
• Assisted managers in coaching, monitoring, and evaluating team members.
• Managed escalated call situations as assigned by managers.
• Communicated in a timely and effective manner by phone and through written means.

Mba, Masters Business Administration

Bs, Business Information Systems