Pamela Norman-Robinson
Concord,NC
Summary
Self-Motivated, ambitious, hardworking team player. In my spare time, I enjoy volunteering in my community while helping others.
Overview
14
14
years of professional experience
Work History
SPEC-Team Specialist II
Kimberll's Furniture
06.2022 - Current
- Managed high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled simultaneous tasks including system navigation, call notes, and client inquiries.
- Recorded call details on client's accounts using multiple proprietary software.
- Addressed customer account discrepancies and concerns.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with customers and team members.
- Investigated and resolved customer inquiries and complaints quickly.
- Sending out collection emails, letters and contact customer to collect payment.
- Answer high volume call to attempt payment collection and update customer account.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily projects for team members.
- Cross-trained existing employees to maximize team agility and performance.
- Addressed team support queries promptly to sustain call center performance.
- Responded to incoming customer inquiries.
- Conducted research and investigations to facilitate the setup of SKIPs (Dispatch Tracker) at local retail locations.
- Facilitated updates in SKIP Dispatch Tracker spreadsheet.
- Utilize computer systems to handle skip tracing.
- Inform clients of overdue accounts and amount currently owed.
- Remove and update legal fees and charge off on clients account.
- Responsible of opening and closing of the call center.
Administrative Professional
House of Hope - Operation Breadbasket
05.2014 - Current
- Schedule 60+ monthly visitor meetings and managed meeting room set-up and time logs
- Direct external communications to proper channels, including 100+ daily telephone, email, mail, and walk-in customers
- Provide top-level service to all visitors, ensuring they were informed of meeting times, had access to refreshment, and were comfortable in the rare instances they needed to wait
- Help keep organization safe and secure with vigilance towards external communication and interaction
Child Support Agent
Union County Child Support Enforcement
07.2010 - 05.2014
- Interviewed clients and conducted interviews with noncustodial parents via telephone and in-person
- Established child support orders
- Scheduled and conducted paternity testing
- Responded to telephone inquiries and requests
- Researched home/employment addresses for non-custodial parents
- Prepared cases for court proceedings
- Maintained confidentiality and security of case information
- Provided case updates to custodial and non-custodial parents upon requested
Administrative Professional
Harriet B. Stafford Outreach Center - F.M.B.C.
07.2010 - 05.2014
- Company Overview: Manna House Soup Kitchen | Impact Church International
- Manna House Soup Kitchen | Impact Church International
Child Processing Assistance (Temporary Position)
Mecklenburg County Child Support Enforcement
10.2010 - 06.2010
- Front Desk Reception/Meet and Greet Guest
- Establishes and enforces orders for child and medical support
- Locates absent parents/establishes paternity; and performs related duties as required
Education
Bachelor - Criminal Justice
Tennessee State University
Nashville, TN06-1992
Skills
- Microsoft Office
- Detail Oriented
- Ability to Multi-Task
- 65 WPM/95% Accuracy
- Exceptional Communication-Written & Oral
- 10 Keys
- Time Management
- Excellent organizational skills
- Problem- Solving Skills
- Leadership & Adaptability
Timeline
SPEC-Team Specialist II
Kimberll's Furniture
06.2022 - Current
Administrative Professional
House of Hope - Operation Breadbasket
05.2014 - Current
Child Processing Assistance (Temporary Position)
Mecklenburg County Child Support Enforcement
10.2010 - 06.2010
Child Support Agent
Union County Child Support Enforcement
07.2010 - 05.2014
Administrative Professional
Harriet B. Stafford Outreach Center - F.M.B.C.
07.2010 - 05.2014
Bachelor - Criminal Justice
Tennessee State University
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