Pam Cole Email and Phone Number

Highly dependable and industrious professional with 20+ years experience in support roles. Excellent organizational skills with proven ability to manage complex tasks while maintaining highest standards of professionalism. Customer oriented problem solver with demonstrated ability to adapt to new situations. A proven team player who is attentive to details and produces high-quality results.** Provide support to the Maintenance Supervisor and department** Establish and maintain department records; tracking department fundsand purchases; and monitoring assigned projects and/or programcomponents** Act as a point of contact for maintenance work** Supply forms to buildings for maintenance needs.** Create purchase orders** Assist in procuring substitute custodians.** Act as the designated contact for school needs** Review building event permits and update the calendar accordingly** Work with vendors and obtain quotes on work requests** Schedule all school and state inspections

Versatile Administrative Manager who applies exceptional organizational skills while leading at team of up to 40 Executive Assistants that are responsible for ensuring the highest levels of support and customer satisfaction to their Executives. A team player with effective interpersonal and communication skills, adept at building productive relationships and building rapport with a diverse set of individuals. ** Lead and develop individuals and teams by conducting monthly coaching and mentoring sessions.** Build strong relationships by partnering with other teams and executives within the firm.** Proficient at evaluating problems and quickly devising practical resolutions. ** Excel in developing efficient workflow/process improvements that make it possible to accommodate increasing responsibilities.** Prepare and evaluate operational information and reporting for accuracy and identify potential issues. ** Participate in interviewing, hiring, and training of executive assistants.** Write and administer performance reviews.

A results oriented professional with proven abilities in managing the day to day operations within the Service Delivery Team. Excel in developing efficient workflow/process improvements that make it possible to accommodate increasing responsibilities.** Provide coaching and guidance on a variety of process and procedures through individual or team meetings, as well as create clear and concise documentation on all procedural changes.** Effectively handles routine problems by reacting appropriately and following through on unexpected situations and communicating situations to leadership as needed. ** Decrease team errors by implementing a change in how we process emails and monitor individual work request entries. ** Participate in meetings with all levels of management to create strong partnerships and teaming.

Responsible for guaranteeing the Business Support Center’s on-site and remote customers the highest levels of service quality by evaluating project needs, communicating standards and managing expectations. Responsibilities include acting as the primary contact for all requests that come in via email, web based database, phone and walk ups, project resource planning, problem solving, and assistance in the creation and implementation of processes and procedures. ** Receives customer requests via email, fax, phone or walk up. Reviews project request, determines best available resource to handle the project and assigns accordingly. ** Acts as a project manager, communicates and negotiates project deadlines, project scope, cost estimates, and schedule changes as necessary** Effectively handles routine problems, including follow-up, reacting appropriately to unexpected situations and communicating situations to leadership as needed

(Job was eliminated prior to project end)Responsible for managing multiple small to moderate size projects relating to the Key Bank’s automated teller machines. Coordinate and facilitate project meetings with team, sponsor, and manager. Communicate project status to project team, including escalations where appropriate. ** Partnered with third party vendor to update bank ATMs, impacting personalization and marketing through ATMs.** Collaborated with third party vendor to allow check cashing through the ATMs, enabling clients to bank at their convenience, increase transactions to the ATMs, as well as generating revenue for the corporation.

Developed a highly effective team by leading 16 service and support individuals responsible for ensuring the highest levels of productivity, service quality, and client satisfaction to internal clients. Managed all projects and continuous improvement processes that streamlined costs, improved efficiencies, and grew revenue** Led a team of internal client relation specialists that were recognized for exceeding their monthly statistics each month in 2006. ** Formed a team of individuals that supported the call center’s virtual relationship managers, allowing them to focus on sales. This initiative generated $185,000 in revenue to the call center and a cost avoidance of $221,000. ** Partnered with senior leaders on projects and initiatives allowing them to better service and retain their clients. ** Recognized for outstanding achievement to Continuous Improvement in 2002 for exceeding goal by 245%.

Served in a leadership role to guarantee the highest levels of service quality through process improvements, quality monitoring and continually assessing ways to strengthen the service of internal and external clients.** Assisted in implementing the job monitoring process in the Call Center to ensure quality standards were met. ** Improved customer service through design and management of a client survey process that featured extensive follow up, research and resolution of client issues.** Deliver business education and job related training to call center service professionals. Administer evaluations and provide follow up support to participants to identify skill gaps and additional training needs.** Utilized Front Page to manage online e-manual updates and feedback, ensuring policies and procedures were accurate.** Promoted internally to Call Center Service and Support Manager after serving one year as a Quality Analyst.