Overview
Work History
Education
Skills
Certification
Additional Information
Personal Information
Timeline
ResearchAssistant
Pamela Sugden

Pamela Sugden

Fresno,CA

Overview

23
23
years of professional experience
1
1
Certification

Work History

Assistant Manager

Empire Storage
11.2012 - 07.2015
  • Perform daily functions of running the self storage facility in accordance with company standards
  • Understand the features and benefits of the facility and how to use each
  • Complete daily walk thru including lock checks and cleaning units as needed
  • Be prepared to work 15-25 hours/week at a sister location
  • Make daily bank deposits and ensure accuracy of deposit information Professional Image
  • Understand and comply with uniform guidelines set by company
  • Keep office clean and organized, free of any clutter, pets and odors Repair and Maintenance
  • Perform light repair and maintenance duties, including but not limited to: Cleaning out units, Wiping down doors, Pickup up trash, Cleaning Hallways, office and bathrooms, Perform preventive maintenance such as but not limited to: Change HVAC filters as required, Grease door springs on roll-up doors, Oil gate chain as needed
  • Report via work order any areas outside manager expertise - Oversee contractors and third party vendors work
  • Maintain accurate records for each customer including lease, addendums correspondence
  • Communicate with customers and potential customers in a manner that is professional and in a fashion that limits the legal liability of the company
  • Keeps foreclosure documentation organized and accurate, following company foreclosure checklist and set guidelines
  • Keep post auction paperwork labeled and filed for seven years
  • Use computers as designated for business use only
  • Proficient at Site Link and PTI Falcon and Store Logix
  • Prepare weekly and monthly reports accurately and submit in a timely fashion

Property Manager/Leasing Agent

Creekside Apartments
09.2011 - 11.2013
  • Establishes rental rate by surveying local rental rates; calculating overhead costs, depreciation, taxes, and profit goals
  • Attracts tenants by advertising vacancies; obtaining referrals from current tenants; explaining advantages of location and services; showing units
  • Contracts with tenants by negotiating leases; collecting security deposit
  • Accomplishes financial objectives by collecting rents; paying bills; forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective action or evictions
  • Maintains property by investigating and resolving tenant complaints; enforcing rules of occupancy; inspecting vacant units and completing repairs; planning renovations; contracting with landscaping and snow removal services
  • Maintains building systems by contracting for maintenance services; supervising repairs
  • Enforces occupancy policies and procedures by confronting violators
  • Prepares reports by collecting, analyzing, and summarizing data and trends
  • Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

Self Pay Medical Collector

Vibra Healthcare
09.2009 - 09.2010
  • Effectively identify and resolve customer issues preventing timely payment, which may include research within multiple systems/tools, examining historical data and payment history, collaborating with internal partners, and/or escalating within customer or client management
  • Review customer accounts and apply credit policy to release or hold orders
  • Accurately research accounts and have the ability to explain the account/invoice to the client/customer
  • Work with client internal departments to verify disputes and process payments
  • Understand client objectives and tailor work product to achieve same
  • Provide solutions to client/customer and contribute to continuous improvement initiatives
  • Maintain orderly and complete detailed documentation on all accounts and collection efforts
  • Maintain professional working relationships with customers, clients, and coworkers at all time

Facility Manager

Watson Storage Complex
03.2004 - 10.2007
  • Perform daily functions of running the self storage facility in accordance with company standards
  • Understand the features and benefits of the facility and how to use each
  • Complete daily walk thru including lock checks and cleaning units as needed
  • Make daily bank deposits and ensure accuracy of deposit information Professional Image
  • Understand and comply with uniform guidelines set by company
  • Keep office clean and organized, free of any clutter, pets and odors Repair and Maintenance
  • Perform light repair and maintenance duties, including but not limited to: Cleaning out units, Wiping down doors, Pickup up trash, Cleaning Hallways, office and bathrooms, Perform preventive maintenance such as but not limited to: Change HVAC filters as required, Grease door springs on roll-up doors, Oil gate chain as needed
  • Report via work order any areas outside manager expertise
  • Oversee contractors and third party vendors work
  • Maintain accurate records for each customer including lease, addendums, correspondence
  • Communicate with customers and potential customers in a manner that is professional and in a fashion that limits the legal liability of the company
  • Keeps foreclosure documentation organized and accurate, following company foreclosure checklist and set guidelines
  • Keep post auction paperwork labeled and filed for seven years
  • Use computers as designated for business use only
  • Be proficient at Site Link and PTI Falcon and Store Logix
  • Prepare weekly and monthly reports accurately and submit in a timely fashion

3rd Party Collections Specialist

J&L Teamworks
06.1999 - 03.2004
  • Responsible for contacting commercial accounts in order to negotiate payment in full
  • Negotiate settlements or payment arrangements on aged or high balance commercial debt, while following federal, state, and client collection guidelines
  • Monitor all accounts status daily to identify past due accounts
  • Contact all past due customers, either by phone or notice, and inform them of default amount
  • Establish and manage financially feasible payment structures with customers in default
  • Prepare and maintain weekly debt aging report to present to direct supervisor
  • Update customer record with new information, dispositions and any other relevant notes about the account
  • Provide additional customer service to address any customer issues in regards to payment on accounts
  • Comprehensive knowledge of 3rd party disclosure, FDCPA laws and quality collection research techniques
  • Strong knowledge of computerized collection systems and applications such as excel
  • Ability to compute basic math calculations, using addition, subtraction, division, multiplication and percentages
  • Strong oral and written communication skills, with the ability to communicate clearly and provide superior telephone etiquette
  • Keep accurate records and follow up promptly with collection inquiries
  • Develop and implement process improvements

Collections Supervisor

Attention LLC
11.1992 - 03.2004
  • Hire, coach, train, counsel, and monitor the performance of call center agents in order to ensure top performance
  • Maintain daily, weekly and monthly service statistics
  • Handle guest concerns that demand Management attention tactfully, promptly and with genuine care for the Guest's concerns
  • Work effectively together with other managers and supervisors to create maximum synergy, coordination, and cooperation
  • Provide coaching and training to employees on telephone performance & key performance indicators
  • Drive daily calling activities -Inbound and outbound calling campaigns (all calls are customer-service driven, no cold calling)

Manager

Subway Sandwiches
05.1995 - 11.1997
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.

Education

High school or equivalent - General Studies

Madera
Madera, CA
04.2010

Skills

  • Cash Handling
  • Inventory
  • Sales
  • Team Building
  • Training
  • Scheduling
  • Management
  • Customer Service Skills
  • Microsoft Office
  • Inventory Management
  • Merchandising
  • Word
  • Microsoft Excel

Certification

  • Skill Master Certificate, 06/01/12, 08/31/15, Rated the highest in the office for providing information taught by the company.
  • Negotiations, Received a certificate for completing a class on Negotiations.

Additional Information

Always met monthly collection quota and received companies max bonus.

Personal Information

Work Permit: Authorized to work in the US for any employer

Timeline

Assistant Manager

Empire Storage
11.2012 - 07.2015

Property Manager/Leasing Agent

Creekside Apartments
09.2011 - 11.2013

Self Pay Medical Collector

Vibra Healthcare
09.2009 - 09.2010

Facility Manager

Watson Storage Complex
03.2004 - 10.2007

3rd Party Collections Specialist

J&L Teamworks
06.1999 - 03.2004

Manager

Subway Sandwiches
05.1995 - 11.1997

Collections Supervisor

Attention LLC
11.1992 - 03.2004

High school or equivalent - General Studies

Madera

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Pamela Sugden