Pamela Day

Manages a niche product processing and service unit for high value national account clients for the company.

• Collaborates with senior leadership to set and achieve operational goals
• Ensures compliance with industry regulations and company policies to maintain operational excellence
• Empowers employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
• Conducts regular performance reviews, identifying areas for improvement and developing action plans to address them.
• Enhanced customer satisfaction by establishing clear communication channels and addressing concerns immediately and general inquiries within 24 hours.
• Analyzed and reported on key performance metrics to senior management, including 100% error free manual processing.

• Returned to financial services sector and acquired Personal Lines and Life and Health Licenses for State of Florida
• Built strong relationships with clients through consistent communication and excellent customer service.
• Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
• Participated in ongoing professional development activities, staying current with industry trends and regulatory changes affecting insurance products and services.

• Managed a combined team of 100+ salaried employees and volunteers in a non profit, comprising three separate businesses: A fast-paced retail consignment store, estate liquidation function and special fundraisers.
• Successfully negotiated event vendor contracts to secure favorable pricing and terms.
• Spearheaded inventory management strategies to reduce costs.
• Directed and managed marketing strategy and budget, including multi-media placement.
• Fostered excellent donor relations with the highest level of courtesy and service.
• Analyzed and reported on key performance metrics to senior management to ensure fundraising minimum annual goal of $1m funds to grant pool was met.

Prior to emigration from England, I held various Customer Service/Operational management roles with HSBC Bank in London and Southampton, managing teams of 30+ personnel engaged in various customer service functions including:-

• A remote retention call center team of 20 personnel that I trained and consistently exceeded business goals.
• Responding to and resolving complex customer issues with empathy and efficiency to preserve the reputation of HSBC Bank.
• Increased quality and productivity of teams under my management by providing ongoing training and support.