Pamela J. Simpson
Mount Dora,FL
Summary
Customer-oriented Lead with 20 years of experience focused on stream lining and increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Mentor, Coach and Developer.
Overview
41
41
years of professional experience
Work History
Lead Service Center Specialist
Cox Automotive
Maitland, FL
06.2022 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Coaching and Developing our Team through weekly cadence of one on one sessions.
- Responded proactively and positively to rapid change.
- Evaluates Service Center Specialist activities to ensure adherence to established policies, procedures, and timelines
- Serves as ey liaison with People Solutions, customers, and other stakeholders to obtain information and address service and process issues
- Work with HRIS, other People Solutions colleagues and supported client organizations to ensure Operations & Support Services processes function as intended, are user-friendly and provide the necessary information
- Addresses complex and time sensitive data, processes, or service-related issues
- Monitors Service Center Specialist team activities and makes recommendations to management about load balancing and other resource / deployment issues
- Works with leadership to draft departmental procedures and ensure adherence to and compliance with company policies and government regulations
- Coaches and advises employees and managers on correct interpretation of People Solutions’ policies and guidelines
- Tracks status and resolution of employee / manager questions and issues
- Resolves more complex / escalated issues and questions
- Liaises with People Solutions’ colleagues (e.g., Benefits, Compensation, Payroll, Generalists) on inquiry trends, recurring issues, potential process fixes.
- Support design, development, testing and implementation of new transactional processes and systems
- Ensures supported clients understand system functionality and operational requirements, providing information, advice, and training where necessary
- Ensures consistent interpretation of People Solutions programs and company policies, procedures, and guidelines
- Prepares HRIS and data-related reports for management, highlighting trends, inconsistencies, and items for consideration.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Trained new personnel regarding company operations, policies and services.
Sr HR Administrator
Cox Automotive
10.2019 - 06.2022
ESC Administrator III
Cox Automotive
10.2017 - 10.2019
Support Specialist
Cox Automotive
07.2016 - 10.2017
Leave Case Manager
Cox Automotive
06.2014 - 07.2016
Benefits Specialist
Cox Automotive
01.2014 - 06.2014
Co-Owner and Co-Operator
Leo’s Diner
Orlando, FL
01.2010 - Current
- Managed day-to-day business operations.
- Consulted with customers to assess needs and propose optimal solutions.
- Trained and motivated employees to perform daily business functions.
- Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
- Manage and Co Operated successful All American Diner
General Manager
Babies R Us
Orlando, Florida
01.2003 - 01.2009
- Progressive retail duties and responsibilities leading to managerial role
- Managed and Operated Big Box Retailer grossing in Sales of $13 million
- Managed Profit and Loss Statements
- Managed, Coached and Developed staff of 50 employees
Merchandise Manager
Bob’s Stores
Nashua, New Hampshire
06.1995 - 10.2002
Allocator
Marshall’s Home Office
Andover, Massachusetts
10.1993 - 06.1995
Manager
Victoria's Secret
Salem , NH
06.1989 - 10.1993
Education
Associate of Arts - Management and Merchandising
Becker Jr. College
Skills
- Proficient in MS Word, Excel, and PowerPoint
- Kronos
- People Soft
- Workday
- Administrative Management
- Sales Promotion
- Problem Anticipation and Resolution
- Department Oversight
- Supervision and Training
- Hiring and Onboarding
Timeline
Lead Service Center Specialist
Cox Automotive
06.2022 - Current
Sr HR Administrator
Cox Automotive
10.2019 - 06.2022
ESC Administrator III
Cox Automotive
10.2017 - 10.2019
Support Specialist
Cox Automotive
07.2016 - 10.2017
Leave Case Manager
Cox Automotive
06.2014 - 07.2016
Benefits Specialist
Cox Automotive
01.2014 - 06.2014
Co-Owner and Co-Operator
Leo’s Diner
01.2010 - Current
General Manager
Babies R Us
01.2003 - 01.2009
Merchandise Manager
Bob’s Stores
06.1995 - 10.2002
Allocator
Marshall’s Home Office
10.1993 - 06.1995
Manager
Victoria's Secret
06.1989 - 10.1993
Associate of Arts - Management and Merchandising
Becker Jr. College
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