Pamela Grange

**** ***** **, *** *, Greenville, NC 27858

252-***-**** (cell)

ad2sas@r.postjobfree.com

Global Payments - TSYS

**** ***** **** *******, ** 30326 – employment verification - Theworknumber.com - 800-***-**** - employer code 13575

(June 27, 2023- current) Work from Home - Fraud Specialist – Fifth Third Bank project – Handle calls to resolve transaction notifications customers receive on their credit cards; remove block from card if transactions were valid or shut down and issue new card if transactions were fraudulent. Add travel exclusions to card when customers need to make purchases outside their local area. Properly document accounts with call details. Meet required metrics: quality assurance, average handle time, hold time and after call work (ACW), schedule adherence.

First Call Resolution, LLC

2911 Tennyson Ave, Eugene Oregon - employment verification - 541-***-****, theworknumber.com – employer code (100493) 800-***-****

(Nov 15, 2021 - April 20, 2023) Work from Home - Chat/Phone Rep for Nintendo project - Perform troubleshooting to resolve technical issues with Nintendo Switch and accessories (e.g work power on, blank screen, etc), resolve technical and log in issues regarding password and email resets, setup repair requests, process refund requests for digital downloaded games. Met required metrics: customer satisfaction, quality assurance, average work time, data accuracy.

Strickland Home Improvements

824 Hardy Rd Greenville, NC 27834-7964

(Mar 2017- Oct 2021) Office Manager - Responsible for the day to day operation of the office. Manage reception - greet clients and visitors. Answer and screen phone calls, schedule appointments, respond to emails and create letter correspondence. Manage record keeping, document preparation, mail distribution, submit timely project reports and prepare presentations/proposals as assigned. Tracked organizational cost and monitored project budgets. Maintained accounts receivables and payable invoicing and ensure office utilities were paid. Made bank deposits and handled petty cash. Oversaw the selection of vendors and the purchase of office equipment and supplies. Recruited and selected new employees for work projects. Prepared required paperwork during hiring or termination process. Maintained employee personnel files. Monitored and recorded employee work hours, sick and vacation days. Prepared payroll and wrote paychecks. Identified opportunities for office management improvements. Utilized constructive judgment, decision making and problem-solving, time management, organization and planning, budgeting, staffing and coaching, attention to detail and initiative skills.

Asurion Corporation

648 Grassmere Park, Nashville Tn 37211 615-***-**** Verify employment -Thomasandthorngren.com - click commercial verifier tab - company codeASUR456 or call 615-***-****

(July 2016 - Feb 2017) Work from Home - Claims Representative - Sprint PCS project - Processed claims to replace lost, stolen or damaged cell phones for Sprint, met performance standards including average handle time, customer satisfaction, quality, one call resolution, etc.

(May 9th, 2011 – July 2016) Work from Home - Technical Customer Care Representative - DirecTv project - Provided technical troubleshooting to resolve customers' programming and/or equipment issues e.g. sfss, no signal, banner no program,freezing/pixelation, internet connectivity issues, streaming to other devices (e.g. computer, cellphone,ipad), tv apps, pay-per-view issues, remote control issues. Scheduled service calls for technicians to resolve technical issues at customer's home, reschedule/cancel appointments, forwarded customer complaints to local office for supervisory follow-up. Processed orders for replacement of equipment (e.g. receiver and remotes) and equipment upgrades. Assisted customers with other general inquiries e.g. billing, taking payments, making programming changes. Met monthly performance objectives in all key areas - reliability, average handle time, one call resolution and quality. Met sales metrics of 2% of calls handled upselling additional services e.g. product/replacement insurance and upsell premium channels.

Affiliated Computer Systems

1300 Crescent Green Rd, Cary NC 27518 Verify employment - Theworknumber.com - 800-***-**** - employer code 11435

(Dec 2009-Mar 2010) Sprint/Nextel project - Technical Customer Service Representative Handled incoming calls from cellular phone customers in order to analyze, troubleshoot and resolve technical and support issues related to making and receiving calls, internet usage, text messaging, walkie-talkie usage, downloading services and issues with Sprint.com website.

(Oct 2008-Dec 2009) Humana Insurance - Benefits Customer Service Representative - Handled incoming calls from Humana Medicare members requesting information about their prescription drug plans; benefits and co-pays, claims, pharmacy authorization overrides, drug coverage, account balance and billing. Handled calls from health care providers, pharmacies and other insurance specialists requesting member information. Processed account information changes and payments.

Mastec/Advanced Technologies

540 Pylon Dr, Raleigh, NC 27606 Verify employment -Theworknumber.com - employer code 13785, 800-***-****

(Nov 2007 - May 2008) Lead Dispatcher - Managed workforce planner computer system to schedule and route work orders for technicians. Called technicians throughout the day to confirm daily route status and track information in workforce planner, followed-up on customer calls inquiring about arrival time of technicians and complaints about installations. Called customers to reschedule missed appointments, confirm next day appointments and to schedule for earlier appointment dates. Received information on work order changes and forwarded to appropriate department via email and created daily report for contractors. Closed office at night for my shift.

EDUCATION

Medgar Evers College of New York City - B.S. Business Administration

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