Paula Theorgood
Philadelphia,PA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in multiple industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Adult Corrections Officer
Bucks County Correctional Facility
09.2023 - 12.2023
- Improved inmate behavior by implementing consistent disciplinary protocols and proactively addressing potential conflicts.
- Enhanced facility safety through diligent monitoring of security systems and regular inspections of cells and common areas.
- Maintained order within the correctional facility, effectively managing emergency situations and resolving conflicts as they arose.
- Collaborated with fellow officers, maintaining open communication channels for effective teamwork in a high-stress environment.
- Performed routine cell searches with attention to detail, uncovering hidden contraband items that posed potential risks to facility safety.
- Utilized effective communication skills to diffuse tense situations between inmates and staff or among inmates themselves.
- Escorted inmates to and from cells, court, hospitals, and medical appointments.
- Prepared, processed and maintained forms, reports, logs, records, and activity journals.
- Tracked inmates through head counts, visitor logs, and scheduled activities.
Contract Analyst
ACTS Retirement-Life Community/RobertHalf Inc.
01.2023 - 03.2023
- Generate reports detailing findings, recommendations.
- Assist with the preparation of bid solicitation documents, such as the RFQ form, pricing response form, list of items and corresponding usage, general terms, etc.
- Evaluates proposals from potential suppliers.
- Enhanced contract compliance by meticulously reviewing and analyzing contractual documents.
- Streamlined negotiation processes for faster contract approvals, implementing efficient tracking systems.
- Facilitated communication between involved parties to enable timely contract sign-off.
- Developed customized templates for various types of contracts, expediting the drafting process and reducing errors.
Contact Representative & Collections
Internal Revenue Service (IRS)
08.2020 - 03.2021
- First point of contact for Small Businesses/Self-Employed taxpayers when inquiring about payment options on outstanding tax balances.
- Responded to a range of inquiries requiring a comprehensive knowledge of the rules, regulations, laws and other regulatory provisions.
- Developed, analyzed, and evaluated information involving the research of records and the nature of each inquiry.
- Explained what future actions are necessary to achieve voluntary compliance by computing and/or advising on tax.
- Improved customer satisfaction by resolving issues efficiently and professionally.
- Managed a high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to clients.
Customer Service Representative
Robert Half Office Team/Banking
11.2020 - 02.2021
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Answered constant flow of customer calls with minimal wait times.
- Assisted new customers with setting up an online banking profile.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Human Resources Benefits Audit Representative
Five and Below Corp/Robert Half Staffing Accounts
02.2020 - 03.2020
- Audited employee contributions from payroll to 401K.
- Verified the accuracy of paycheck contributions.
- Extracted large datasets from various systems and imported them into Excel.
- Used excel to run comparisons in data via V-Lookup.
Accounts Payable/Administrative Assistant
TechLink Services
10.2018 - 03.2019
- Verified invoices in ReadSoft to be processed.
- Created new vendor profiles and changed vendor information as necessary within Vendor Master.
- Optimized productivity by fine-tuning the invoice definitions in ReadSoft to improve the identification of supplier's invoices as they enter the system.
- Streamlined invoice processing by implementing an efficient filing system and tracking payments.
- Assisted in month-end closing processes, contributing to a more efficient workflow within the finance department.
Billing Specialist Assistant
Kelly Services/UNIVAR
03.2017 - 09.2017
- Prepared daily reports, monitoring for errors, duplicates and updating billing information to assist Billing Specialist.
- Gathered and verified information utilizing AP database for paperwork such as vendor invoices and Certificate of Analysis and Bill of Lading.
- Uploaded electronic files, paperwork and important documentation to SharePoint.
- Enhanced customer satisfaction with timely and accurate invoice generation.
HR Assistant/Employee Service Representative
Estee Lauder/Manpower
10.2016 - 02.2017
- Processed new hires, transfers, and separations.
- Processed employee job and personal data into HR system and audited data entry and transactions for accuracy.
- Designed and implemented orientation programs for new employees, covering job responsibilities, policies, procedures and policies.
- Ensured all required offer packages, employment letters, forms are created and delivered according to set standards.
- Acted as the first point of contact responsible for the accurate resolution of employee and manager inquires via phone, email and the HR.
Escalations Specialist
Quench
03.2016 - 09.2016
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Improved customer satisfaction ratings by providing prompt, empathetic support to clients facing issues.
- Collaborated with cross-functional teams to identify root causes of escalated issues and implement long-term solutions.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Education
High School Diploma -
Martin Luther King High School
Philadelphia, PA06.1994
Skills
- Customer Service
- Computer Skills/Microsoft
- Attention to Detail
- Perceptive Experience
- De-Escalation Techniques
- Verbal Communication
- Policy Enforcement
- Critical Thinking
- Teamwork Abilities
- Active Listening
- Call Management
- Data Entry
Timeline
Adult Corrections Officer
Bucks County Correctional Facility
09.2023 - 12.2023
Contract Analyst
ACTS Retirement-Life Community/RobertHalf Inc.
01.2023 - 03.2023
Customer Service Representative
Robert Half Office Team/Banking
11.2020 - 02.2021
Contact Representative & Collections
Internal Revenue Service (IRS)
08.2020 - 03.2021
Human Resources Benefits Audit Representative
Five and Below Corp/Robert Half Staffing Accounts
02.2020 - 03.2020
Accounts Payable/Administrative Assistant
TechLink Services
10.2018 - 03.2019
Billing Specialist Assistant
Kelly Services/UNIVAR
03.2017 - 09.2017
HR Assistant/Employee Service Representative
Estee Lauder/Manpower
10.2016 - 02.2017
Escalations Specialist
Quench
03.2016 - 09.2016
High School Diploma -
Martin Luther King High School
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