Pamela Spangler
West Wareham
Summary
Accomplished professional with a proven track record at Comcast, Xfinity, and Shields Health, specializing in customer relationship and account management. Leveraged business development skills to enhance customer satisfaction and drive growth. Demonstrated leadership in transforming customer care operations, achieving significant efficiency improvements. Expert in fostering team collaboration and executing strategic sales initiatives.
Overview
26
26
years of professional experience
Work History
Communities Account Representative
Comcast, Xfinity
11.2024 - Current
- Act as the primary point of contact for community-based accounts, managing customer inquiries, issues, and service requests to ensure a high level of satisfaction.
- Develop and maintain strong relationships with community stakeholders, including property managers, HOA representatives, and residential customers.
- Coordinate with internal departments (technical support, billing, and service teams ) to address and resolve customer issues in a timely and efficient manner.
- Organize and host community events and informational sessions, increasing awareness of Xfinity services and fostering brand loyalty.
Director of Customer Care
Shields Health
03.2023 - 08.2024
- Established performance metrics for the customer care team, driving accountability and consistent service delivery.
- Nurtured strong relationships with key clients, regularly meeting to discuss their needs and gather valuable feedback.
- Reduced response times by optimizing workforce scheduling and utilizing advanced call routing techniques.
- Led the transformation of customer care operations by embracing digital channels, leveraging data analytics, and prioritizing employee engagement initiatives.
- Streamlined internal processes within the department, reducing redundancies and increasing overall efficiency levels.
Customer Care Team Manager
Automated Health Systems Inc.
02.2022 - 03.2023
- Collaborated with senior management to establish key performance objectives for the Customer Care Team, aligning individual goals with overall business strategies.
- Facilitated collaborative problem-solving sessions among team members, fostering teamwork while addressing complex customer issues effectively.
- Established clear performance expectations for each team member, enabling them to set realistic targets and achieve desired results consistently.
- Oversaw daily operations of the Customer Care Team, ensuring timely resolution of inquiries through efficient resource allocation and workload distribution.
Regional Sales Manager
Empire Today
01.2021 - 02.2022
- Cultivated a high-performing sales team for improved morale and increased productivity.
- Developed comprehensive sales strategies by analyzing market trends and customer needs.
- Increased sales revenue by developing and implementing effective sales strategies.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
Sales Development Manager
Comcast, Xfinity
04.2013 - 06.2020
- Analyzed sales data to identify opportunities for improvement and created action plans to capitalize on those opportunities.
- Aligned sales strategies with company objectives to drive overall business growth.
- Facilitated cross-functional collaboration between sales, marketing, product development, and customer success teams for seamless execution of company-wide initiatives.
- Liaised with external stakeholders to form strategic partnerships with prospective clients.
Customer Care Manager
Comcast, Xfinity
04.1999 - 04.2013
- Encouraged professional growth by providing constructive feedback during performance reviews and recommending appropriate skill-building opportunities for team members.
- Managed staffing levels according to business needs, optimizing resources while maintaining high-quality customer support services at all times.
- Enhanced customer satisfaction by implementing efficient team management strategies and regular performance evaluations.
- Collaborated with senior management to establish key performance objectives for the Customer Care Team, aligning individual goals with overall business strategies.
Education
Bachelor of Arts - Business Management
Fisher College
Boston, MA06-2005
Skills
- Customer relationship management
- Account management
- Project management
- Business development
Timeline
Communities Account Representative
Comcast, Xfinity
11.2024 - Current
Director of Customer Care
Shields Health
03.2023 - 08.2024
Customer Care Team Manager
Automated Health Systems Inc.
02.2022 - 03.2023
Regional Sales Manager
Empire Today
01.2021 - 02.2022
Sales Development Manager
Comcast, Xfinity
04.2013 - 06.2020
Customer Care Manager
Comcast, Xfinity
04.1999 - 04.2013
Bachelor of Arts - Business Management
Fisher College
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