PAMELA GOULD-ALLEY
Carmel,ME
Summary
Detail-oriented and highly organized professional with a proven track record in time management, customer support, and process improvement across diverse environments. Skilled in managing multiple projects, streamlining operations, and enhancing team efficiency in fast-paced settings. Adept at interpreting complex instructions, maintaining accurate records, and ensuring compliance with policies and procedures. Recognized for exceptional time management, adaptability, and a strong work ethic, consistently delivering high performance under minimal supervision. Proficient in fostering collaboration with cross-functional teams, de-escalating customer concerns, and providing high-quality client interactions. Demonstrates creative problem-solving, strong communication, and the ability to optimize workflows, improve operational accuracy, and drive impactful results. Committed to continuous improvement, delivering exceptional service, and supporting organizational success.
Overview
15
15
years of professional experience
Work History
Advanced Technologist II
Jackson Laboratory
03.2021 - Current
- Interpreted and followed precise instructions to accurately deliver products and services that met customer expectations
- Improving team performance through effective task management and problem-solving strategies
- Manage and oversee multiple complex projects, ensuring outcomes meet and exceed specified goals and detailed requirements
- Consistently maintain a high level of accuracy in selection processes and quality checks
- Oversee the completion of all tasks by team members, ensuring adherence to quality standards, and provide team members with mandatory training, ensuring compliance with policy standards
- Oversaw the care and management of the lab's most critical mouse strain, which accounted for 90% of total sales, ensuring consistent quality and supply
- Manage inventory and coordinate ordering of necessary supplies
- Identify opportunities for process improvement using new technologies, or better utilization of resources
Medical Coordinator
Sweetser
02.2015 - 03.2021
- Organized and maintained schedules, supported meeting preparation, recorded key details, and submitted necessary documentation when needed
- Regularly reviewed and revised policies and procedures to ensure compliance, efficiency, and alignment with industry best practices
- Provided guidance on health management, including recommendations to cross-functional teams
- Ensured optimal inventory levels to guarantee the availability of necessary items
- Collaborated with multi-disciplinary staff to improve overall patient care and response times
- Designed and executed healthcare programs for admissions and overall care
- Maintained a records management system to process personnel information and generate reports
- Maintain patient confidentiality while expressing compassion
- Established solid relations with leadership and staff by attending board meetings and coordinating interdepartmental information exchanges
- Generated meticulous progress records every shift to ensure accurate and comprehensive documentation of developments
- Addressed and rectified concerns related to healthcare requirements from multiple disciplines
- Streamlined processes for managing appointments, consultation referrals, and follow-up schedules
- Facilitated adherence to necessary procedures for successful claims processing
- Assessed medical issues and concerns to determine necessary interventions
- Facilitated the preparation of educational materials related to medical topics for staff members and community outreach programs
Crew Member
Dunkin' Donuts
12.2013 - 02.2015
- Prepared and served a variety of beverages and food items efficiently while adhering to company quality and safety standards
- Accurately processed customer orders using a point-of-sale (POS) system, ensuring fast and friendly service
- Handled transactions and maintained drawer accuracy by counting and reconciling registers at the beginning and end of shifts
- Provided excellent customer service by engaging with guests, addressing inquiries, and ensuring a positive dining experience
Closing Specialist
TD Bank
12.2011 - 12.2013
- Conducted employment verifications to ensure accuracy and compliance with mortgage lending requirements
- Managed billing for appraisers, processing payments efficiently, and resolving discrepancies to maintain financial accuracy
- Optimized the billing program, reducing duplicate and missed payments, and improving overall efficiency in appraisal fee processing
- Collaborated with mortgage loan processors to facilitate smooth communication and ensure timely loan closings
- Assisted closers in coordinating with appraisers, expediting the retrieval of necessary appraisal documents
- Maintained professional and client-focused communication, ensuring a seamless experience for borrowers and stakeholders
Customer Service Representative
TD Bank
01.2010 - 12.2011
- Handled high-volume inbound calls, assisting customers with inquiries related to bank accounts, transactions, and balances
- Processed and filed disputes efficiently, ensuring accurate documentation and resolution in compliance with banking regulations
- Educated customers on overdraft fees, refunds, and account policies, providing clear and professional guidance
- Promoted and sold credit cards and various banking products, tailoring recommendations to customers' needs
- Consistently met and exceeded sales goals, contributing to increased account openings and revenue growth
- Maintained strong customer relationships by delivering prompt, courteous, and knowledgeable service
- Effectively de-escalated customer concerns, utilizing active listening and problem-solving skills to resolve issues and maintain customer satisfaction
- Assessed refund eligibility based on bank policies, processing approved refunds accurately and efficiently
- Maintained professionalism and empathy while handling challenging customer interactions, ensuring a positive banking experience
Education
Research
Jackson Laboratory
Bar Harbor, MESkills
- Email management tools such as outlook and Gmail
- Proficiency in Office Suites
- Analyzing workflow processes to identify areas for efficiency improvements
- Customer service
- Collaboration with cross-functional teams
References
References available upon request.
Accomplishments
Receive Exceed Expectations on yearly reviews
Timeline
Advanced Technologist II
Jackson Laboratory
03.2021 - Current
Medical Coordinator
Sweetser
02.2015 - 03.2021
Crew Member
Dunkin' Donuts
12.2013 - 02.2015
Closing Specialist
TD Bank
12.2011 - 12.2013
Customer Service Representative
TD Bank
01.2010 - 12.2011
Research
Jackson Laboratory