Pam Schrieber
Janesville
Summary
Professional with strong background in service delivery and client management. Skilled in problem-solving, process improvement, and customer support. Known for fostering team collaboration and driving results. Flexible and reliable, with expertise in communication, time management, and adaptability.
Overview
12
12
years of professional experience
Work History
Quality Services Specialist
TMG
10.2018 - Current
- Composed detailed notices of action to effectively communicate adverse actions to program participants.
- Presented cases for DHS/TMG in administrative hearings to ensure compliance with IRIS program requirements.
- Implemented and maintained a comprehensive program for managing customer complaints and grievances.
- Developed training materials for new team members, improving onboarding efficiency and consistency.
- Collaborated with cross-functional teams to streamline service processes, increasing operational effectiveness.
- Provided expert guidance in troubleshooting complex issues, leveraging extensive industry knowledge to resolve problems quickly and efficiently.
- Managed high-volume workloads, prioritizing tasks to ensure timely completion and quality results.
- Trained new team members, sharing best practices and ensuring consistent service standards across the department.
- Streamlined service processes for increased efficiency and improved customer experiences.
Compliance Coordinator
Aryv Formerly DRM Transit, LLC
06.2015 - 08.2018
- Served as primary liaison for all accident and incident insurance claims.
- Documented and managed accident and incident claims, coordinating with insurance representatives for effective claims handling.
- Engaged with management and legal teams to refine and standardize employee and contractor language for compliance.
- Resolved social media inquiries and complaints, enhancing user experience and satisfaction.
- Developed and implemented compliance training programs for staff to ensure adherence to regulatory standards.
- Reviewed and revised employee training materials to align with current organizational standards and practices.
Senior Manager of Quality: Complaints and Grievances
MTM, Inc.
05.2014 - 06.2015
- Directed a staff of 9, fostering a supportive environment to achieve departmental goals.
- Analyzed and documented weekly and monthly complaint totals for review by Department of Health Services.
- Engaged with Director of Operations to develop and execute initiatives aimed at minimizing per trip costs.
- Reviewed and documented egregious complaints, identifying root causes and recommending corrective actions.
- Administered comprehensive complaint handling, focusing on educating providers and maintaining member communication.
- Cultivated strong relationships through consistent communication with senior leadership and external stakeholders to enhance collaboration.
- Developed strategic initiatives to improve service delivery and client satisfaction.
- Led cross-functional teams to enhance operational efficiency and streamline processes.
- Employed by MTM in August 2013 to oversee complaints and grievances, later elevated to Senior Manager position.
Education
English, Professional Writing
University of Wisconsin – Platteville
Platteville, WI01.2005
Skills
- Customer support
- Workflow management
- Handling customer complaints
- Complaint resolution
- Continuous improvement
- Policy reinforcement
- Regulatory compliance
Timeline
Quality Services Specialist
TMG
10.2018 - Current
Compliance Coordinator
Aryv Formerly DRM Transit, LLC
06.2015 - 08.2018
Senior Manager of Quality: Complaints and Grievances
MTM, Inc.
05.2014 - 06.2015
English, Professional Writing
University of Wisconsin – Platteville
Lean Six Sigma Yello Belt
Completed Lean Six Sigma Yellow Belt training October 2025.