Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

Pamela Lara

DeForest

Summary

Results driven Business Intelligence Consultant and Support Desk Team lead with expertise in data management and a proven track record of leading technical projects to a successful completion. Skilled in driving improvements in data services, managing cross-functional teams, and ensuring exceptional customer satisfaction. Adept at problem solving in fast-paced environments. Experienced in implementing service processes and building strong customer relationships for repeat business.

Overview

28
28
years of professional experience
1
1
Certification

Work History

Support Team Manager

PAS - Professional Accounting Solutions
07.2022 - Current
  • Applied account feedback to identify service deficiencies and develop solutions.
  • Monitored staff interactions with customers to provide real-time coaching.
  • Fostered positive and inclusive team culture for support staff.
  • Analyzed data to identify opportunities for improving support levels.
  • Provided ongoing training to maintain productivity and effectiveness of staff.
  • Led weekly team meetings to communicate business updates and review team performance.
  • Resolved complex and escalated support issues.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Delegated work to staff, setting priorities and goals.

Senior BI Consultant

PAS - Professional Accouting Solutions
01.2019 - Current
  • Utilized BI tools to design and deploy customer interfaces.
  • Identified needs of customers promptly and efficiently.
  • Identified or monitored current and potential customers using business intelligence tools.
  • Maintained or updated business intelligence tools, databases or dashboards.
  • Provided technical support for existing reports, dashboards or other tools.
  • Created and designed business intelligence databases, spreadsheets or outputs.
  • Generated standard or custom reports summarizing business, financial or economic data.
  • Developed training materials, manuals, procedures and visual aids to effectively achieve organizational goals.
  • Evaluated client processes, employee performance and training progress to determine additional training needs.
  • Served as the primary point of contact for clients, addressing concerns promptly and professionally.
  • Collaborated with stakeholders to define project requirements and set realistic expectations for service delivery outcomes.
  • Led cross-functional teams to deliver complex projects on time and within budget constraints.
  • Organized and updated databases, records and other information resources.
  • Identified opportunities to streamline processes and improve office operations and efficiency.

BI Consultant

PAS Professional Accounting Solutions
01.2017 - 01.2019
  • Work side by side with clients to fulfill their reporting needs
  • Assist clients with issues via Support Desk tickets – contact with clients is done by email, phone call, or web
  • Utilized BI tools to design and deploy customer interfaces.
  • Maintained or updated business intelligence tools, databases or dashboards.
  • Maintained library of model documents, templates or other reusable knowledge assets.
  • Provided technical support for existing reports, dashboards or other tools.

Bilingual Revenue Agent

Wisconsin Department of Revenue
10.2013 - 01.2017
  • Worked in call center assisting tax payers with past due balances
  • Explained audits to individuals
  • Focused on taxpayer compliance in the Intensive Collections Unit
  • Assisted all Spanish speaking taxpayers with all tax types and in different units – compliance, audit, unclaimed property, lottery, etc
  • Worked face to face with clients at front office on tax related inquiries and issues
  • Interacted with taxpayers, attorneys, and accountants to collect on delinquent taxpayer accounts and secure late returns.
  • Recommended offer acceptances and installment payment plans.
  • Informed taxpayers of rights under law and provided guidance and service to assist in resolving tax problems.
  • Collected taxes, monitored payment plans and imposed deadlines on delinquent taxpayers.

Bilingual HR Assistant

American Girl
08.2013 - 10.2013
  • Processed onboarding paperwork for new hires and rehires.
  • Processed employee status changes, keeping human resources systems and employee records up to date.
  • Assisted candidates with application processes by answering questions about application, performing background checks, providing I-9 forms and handling drug screening paperwork.
  • Guided new hires through orientation and onboarding and explained documentation requirements to facilitate HR process.
  • Developed and maintained training materials and benefits packets for new hires.
  • Created, organized and maintained employee personnel files to keep sensitive data secure.

General Manager

Missoula Mac, Inc
05.1996 - 08.2013
  • Oversaw daily activities of restaurant
  • In charge of up to 75 employees and 14 managers depending on restaurant location
  • Completed annual budget and met with owner and director of operations to determine profit goals for upcoming year
  • Monthly and weekly forecasts completed timely to ensure goals were going to be met
  • Assisted all 52 store owned by Missoula Mac when issues would occur with individuals who spoke only Spanish
  • Led employee evaluations with constructive feedback to boost performance.
  • Maximized time and employee productivity, consolidating data, payroll and accounting programs into centralized systems.
  • Managed inventory levels and conducted corrective action planning to minimize long-term costs.
  • Created schedules and monitored payroll to remain within budget.
  • Recruited, interviewed and hired qualified staff for open positions.
  • Administered employee discipline through verbal and written warnings.
  • Trained employees on duties, policies and procedures.
  • Guided management and supervisory staff to promote smooth operations.
  • Recruited, trained and empowered employees to achieve key performance indicators.
  • Delegated work to staff, setting priorities and goals.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Monitored progress by establishing plans, budgets and measuring results.

Education

Accounting and Finance

Lakeland College
Plymouth, WI

Skills

  • Problem-Solving
  • Teamwork and Collaboration
  • Work Planning and Prioritization
  • Technical Support Understanding
  • Business Intelligence Systems - SaaS
  • Decision Making
  • Report Generation
  • BI Tool and System Design
  • Budgeting and Forecasting
  • Training and Development
  • Recruitment and Hiring
  • Customer Relationship Management
  • Customer Service
  • Account Management

Accomplishments

  • EMP – Effective Management Practices
  • Awards
  • Ray Kroc Award – (Missoula Mac) Recognizing the top 1% of Restaurant Mangers in the Country
  • Outstanding General Manger Award – (Missoula Mac) given to managers that have exhibited superior results in performance and operational excellence
  • DMC – Discretionary Merit Compensation (WI Department of Revenue) chosen by Director of Division of Income, Sales and Excise Tax

Certification

BSM – Basic Shift Management ASM – Advanced Shift Management AOC – Advanced Operations Course ARM– Advanced Restaurant Management BLP – Business Leadership Practices MDP – Business Management (Human Resources Management)

Languages

Spanish
Professional

Timeline

Support Team Manager

PAS - Professional Accounting Solutions
07.2022 - Current

Senior BI Consultant

PAS - Professional Accouting Solutions
01.2019 - Current

BI Consultant

PAS Professional Accounting Solutions
01.2017 - 01.2019

Bilingual Revenue Agent

Wisconsin Department of Revenue
10.2013 - 01.2017

Bilingual HR Assistant

American Girl
08.2013 - 10.2013

General Manager

Missoula Mac, Inc
05.1996 - 08.2013

Accounting and Finance

Lakeland College

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Pamela Lara