Pam (Devault) Mace Email & Phone Number

Des Moines, Iowa, United States

Acting independently, but under general supervision, coordinate daily activities and support Dispute Services. Oversee the daily department functions and the customer process from start to finish. Direct the daily assessment of workflows and projects to Dispute Specialist and complete follow up as needed. Lead efforts to meet strategic goals to ensure.

West Des Moines Iowa

• Lead and assist team members reviewing and responding to customers incoming fraud claims.
• Monitor call volume to ensure service levels are met
• Resolve escalated issues with customers, team members, and other department.
• Responsible for managing a team to reduce fraud losses while meeting production standards.
• Ensure compliance with regulatory requirements of fraud claim processing.
• Monitor accounts for charge back processing prior to 120 day cut off and provisional credit prior to 7 days.

• Area of Responsibility:
• Managed a team of 20 employees ensuring production and quality department standards are met.
• Coaching & Development
• Recruited and interviewed highly qualified candidates to fill vacancies.
• Led department meetings to build team cohesiveness.
• Collected operations data and created spreadsheets dealing with trends.

• Areas of Responsibility:
• Performed monthly audits to ensure quality goals were met. Provided feedback regarding audits.
• Reviewed and updated procedure manuals
• Took escalated manager calls from the Phone teams.
• Trained new staff on the processes.
• Delegated work and responsibility to staff.

• Handled customer inquiries, complaints, billing questions via in-bound calls and correspondence.

• 1991-1993 – Account Specialist - Managed and balanced the lock boxes for Amoco dealers.
• 1990-1991 – Address Change Clerk - Handled address change request for Amoco Customers
• 1988-1990 – Clerk - Handled the processing of Amoco Statements
• 1987-1988 – Clerk - Sorted the mail for the different departments at the site.