Customer Service Quality Assurance

PAMELA PISTONE

*** ******** ******, *********, ** 07072-1410

Cell 201-***-**** Home 201-***-****

******.*******@*****.***

URL: http://www.linkedin.com/in/pamelapistone

CLIENT SERVICES/OPERATIONS MANAGEMENT

Summary

-Proven effective leadership skills in high volume electronic processing and production operations.

-Solid track record of recruiting, building, motivating, and developing effective diverse teams.

-Achieve highest standards through policies/procedures, QA/QC, training, and controls.

(reduce employee turnover rate; improve accuracy and client satisfaction; reduce errors and client complaints)

-Excellent communication, supervisory, interpersonal, organizational, and planning skills.

-Extensive knowledge of client-related services and operations.

PROFESSIONAL EXPERIENCE

Director of International Client Services and Archives, Quadriga Art, Inc., NY, NY 2007-2008

(A direct mailing/fund raising company with a staff of over 1500 worldwide.

Managed 15 employees, in NYC.)

Successfully managed the day-to-day operation of a $20 million dollar International Client Service Department.

Created organizational procedures to enable the Archive Department to operate more efficiently.

Assisted non-profit clients to develop the best package that would obtain the highest yield.

Hired and evaluated employees, designed projects, handled customer complaints, designed elaborate training programs for account

executive and project coordinator.

Managed staff who were responsible for front line client calls (call center).

Monitored staff and created procedures to maintain a high accuracy rate, resulting in low employee turnover and a highly trained,

experienced staff.

Consistently thought “out of the box” to develop ideas that would assist the staff in handling complex client needs.

Worked closely with Quadriga’s Hong Kong production facility to improve package designs and production.

Assisted in the development of a highly successful Logistics Department for Canadian and European clients.

Coordinated projects with customers to ensure customer retention and satisfaction.

Manager of Operations, First Funds, LLC, NY, NY 2006-2006

(A financial company with 53 employees, monthly cas h advances of over $10 million.

Managed 49 employees.)

Successful multi tasking of day-to-day operations, administration, customer service, human resources, systems, facilities, call center,

team building, staff supervision, training, policies and procedures, budgets, credit review, and planning. This business service provides

cash advances to small business owners.

Increased monthly cash advances from $5.8 million to $11.3 million in 6 months.

Managed staff who were responsible for front line client calls (call center).

Established guidelines for cash advance approval/decline to reduce risk for the company.

Developed criteria for estimating and obtaining client’s future receivables.

Designed criteria for merchant credit evaluation.

Created and utilized databases for customer project tracking and reporting to ensured continual progress.

Client Services/Account Management, DOCUMENT PROCESSING AND PRODUCTION

GAB Robins North America, Inc., Parsippany, NJ 2004-2006

(Claims appraisal company, servicing the insurance market, with over 500 employees

nationwide. The client service department consisted of 12 employees.)

Completed, reorganized and designed client services department to meet clients’ needs.

Managed staff who were responsible for front line client calls (call center).

Established a working rapport throughout the company.

Reduced time in creating new accounts from 4 days to 2 days.

PAMELA PISTONE Page 2 of 2

Reduced the number of data entry errors by 25% with the implementation of new procedures.

Reduced time in entering claim information, which also reduced claim payout time to individuals.

Worked with clients to design a more streamlined approach to claim handling, payouts and fee collections.

Developed, designed and trained a professional group from India to outsource numerous areas of client services,

which resulted in cost reduction and increased profits for the company.

Operations Management / Supervisor, DOCUMENT PROCESSING AND PRODUCTION

First American Flood Data Services, Inc., Hasbrouck Heights, NJ 1990-2004

($100 million company with 225 employees that supplied flood certifications for lending

institutions and attorneys. Managed 145 employees.)

Managed an operations department of 145 staff members, with 5 direct reports, consistently meeting

production goals to ensure production deadlines were completed. Responsible for a $7 million budget.

Increased production 62% through effective workflow planning, processing procedures and training.

Reduced time to resolve a client dispute from 4 hours to 1 hour.

Reduced number of errors by 47% and achieved a 99.90% accuracy rating.

Created, staffed and managed company’s first QA/QC Department, as well as the company’s

first new client request program and subsequent department.

Achieved minimum claim payouts, as well as increased customer trust by executing “smart” technical and risk management decisions.

Proactively participated and visited with customers, resulting in constructive relationships.

Successfully assisted in the development of a company newsletter, which significantly improved employee communications and

morale.

Established and maintained company’s accuracy rate by creating quality assurance and quality control procedures within the

production realm.

Continually created and implemented procedures for the development of the electronic Station of Advance Mapping (“SAM”), which

resulted in a production increase of 20%.

Continually designed new actions for the re-check department to assist in the maintenance of a high accuracy rate and customer

satisfaction.

Managed staff who were responsible for front line client calls (call center).

Achieved most effective workflow by regularly reviewing manual procedures and initiating changes.

Dramatically increased customer satisfaction by developing and monitoring specialized programs.

Significantly improved interdepartmental rapport by encouraging better communication and developing supporting procedures.

*Prior to 1990, worked in the higher education-public sector (1978-1990) heavily involved in coaching and

program development and management relating to sports, athletics, and recreation. Overview of this period,

featured assignments at RUTGERS UNIVERSITY, UPSALA COLLEGE and JERSEY CITY STATE

COLLEGE.

Developed the women’s athletic program for Jersey City State College and was its first Women’s Assistant Athletic Director.

Achieved a high rate of athletes receiving their college degrees as, well as winning records.

Successfully developed a newly recognized athletic department and recruiting program for Upsala College, which gained respect and

recognition from other schools.

EDUCATION

M.A. degree, Educational Administration/Supervision, KEAN COLLEGE OF N.J.

B.A. degree, Health and Physical Education, KEAN COLLEGE OF N.J.

NJ Teacher’s Certification, Grades K-12; NJ Notary Public

SKILLS

IBM Lotus notes, QuickBooks Pro, MS Word, Outlook, Excel, PowerPoint, Access and MS Project 98

PROFESSIONAL AFFLIATIONS

National Association for Female Executives (NAFE), National Association of Professional Women, Customer Experience Management,

Kean University Alumni of New Jersey.

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