Pamela Norris
Old Hickory,Tennessee
Summary
- Creative and detail-oriented advanced technical support with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex and novel issues with ease and patience. Proven skill in resolving problems quickly on first call. Versatile in offering clients easy-to-understand guidance and actionable advice. Adapts to unique complaints and queries with thorough research and expert critical thinking skills. Committed to problem resolution and customer satisfaction.
Overview
22
22
years of professional experience
Work History
Advanced Technical Care Specialist
T-Mobile USA, Inc.
Nashville, TN
11.2018 - 05.2022
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Signed on as 1 of 417 advanced techs serving 84 million post-paid customers during a merger that increased the post-paid customer base by 33.84 million.
- Used ticketing systems to manage and process support actions and requests.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and signal booster vs. cell spots.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Documented transactions and support interactions for future reference and co-worker knowledge base.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Assisted customers with product selection based on stated needs, proposed use, and budget.
Independent Contractor
Metropolitan Coating
Toledo, OH
09.2016 - 06.2017
- Maintained computer and physical filing systems.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives.
- Compared vendor prices and negotiated for optimal savings.
- Evaluated employee records and productivity to complete employee evaluations.
- Developed standard operating procedures for all administrative employees.
- Brought company financials in compliance with local, state and federal regulations.
- Represented partnership in tax audits, unemployment hearings, commercial insurance compliance and 8(a) and joint venture contracts.
Executive Vice President of Sales and Operations
Utility Consultants
Toledo, OH
03.2009 - 04.2017
- Managed fiscal, business and operational strategies of divisions.
- Worked with COO to create long-term tactical plan to grow business.
- Provided accurate, clear and consistent data that produced actionable results and improved operational performance.
- Owned and nurtured well-being of operational organization.
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
- Interviewed and hired strong candidates for team openings, using newspapers, job boards and social media to find applicants.
- Supervised 25 employees per shift, in 3 states overseeing efficiency and conversion rates.
- Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
- Managed daily operations of multiple contracts, orchestrating forward-thinking strategies to accomplish profit and expansion goals.
General Manager
Viva Vista Ventures Dba Howard Johnson Hotels
Perrysburg, OH
04.2008 - 05.2009
- Hired and trained new employees, demonstrating best methods for serving clients and guests.
- Handled guest complaints and offered complementary services to maintain high guest satisfaction rates.
- Booked large groups for weddings, seminars, conferences, and other events.
- Established US Military contracts
- Secured commercial loans for capital improvements
- Oversaw day-to-day operations of a 128-room hotel with staff of 24 employees.
- Supervised team of 13 front desk agents 2 facilities workers, 2 groundsmen, and 7 housekeeping personnel.
- Promoted hotel brand by incorporating Hojo's branding program, resulting in 50% increase in new business.
- Prepared monthly resort audits.
- Participated in financial activities such as setting room rates, establishing budgets, and allocating funds to departments.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Developed and maintained relationships with customers and suppliers through account development
- Identified trends in customer marketplaces to develop valuable solutions
- Performed statistical analyses to gather data for operational and forecast team needs
Supervisor
City Of Toledo
Toledo, OH
01.2000 - 06.2008
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained compliance with State and Federal policies, objectives and communication goals.
- Interviewed, hired and trained new employees for production positions.
- Directed staff and managed annual capital budget exceeding 35 million.
- Prepared annual budget for various divisions and presented justifications to Dept. Heads and City Council.
- Streamlined operations of multiple lines of business within organization.
- Audited and documented processes and procedures for new accounts department.
Education
Bachelor of Arts - Law And Social Thought
University of Toledo
Toledo, OHBachelor of Arts - Law
Purdue Global University
Indianapolis, IN06.2023
Skills
- User Support, Troubleshooting, and Needs Assessment
- Data Recovery
- Software Diagnosis
- Problem Resolution
- De-Escalation Techniques
- Training Junior Team Members
- Friendly and Patient
Accomplishments
- Participated in various incentive programs and contests designed to support achievement of production goals.
- Designed a technical support book of hacks by manufacturer and operating system.
- Used Microsoft Excel to track software and design failures for specific handsets
- Achieved customer service reduction through effectively developing resolutions for service & equipment trends.
Certification
- Microsoft Office 365
- Certified confined space entry
- Certified Lock out / Tag out
- Certified Statistical Process Control
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The problem is not to find the answer; it’s to face the answer.
Terence McKenna
Timeline
Advanced Technical Care Specialist
T-Mobile USA, Inc.
11.2018 - 05.2022
Independent Contractor
Metropolitan Coating
09.2016 - 06.2017
Executive Vice President of Sales and Operations
Utility Consultants
03.2009 - 04.2017
General Manager
Viva Vista Ventures Dba Howard Johnson Hotels
04.2008 - 05.2009
Supervisor
City Of Toledo
01.2000 - 06.2008
- Microsoft Office 365
- Certified confined space entry
- Certified Lock out / Tag out
- Certified Statistical Process Control
Bachelor of Arts - Law And Social Thought
University of Toledo
Bachelor of Arts - Law
Purdue Global University
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