Pamela Wilson

**** **** ******* **, **** ***

Katy, TX 77493

adzpl0@r.postjobfree.com

+1-832-***-****

Authorized to work in the US for any employer

Work Experience:

Project Reviewer

4CI/ Texas Employment Commission Project (Contract)

November 2022 to 6/2023

· Review complex provider files for a state agency for accuracy and compliance.

· Successfully oversee daily management of staff, ensuring smooth coordination and efficient operations within the Data Centre.

· Provide clear direction, instructions, and guidance to team members, ensuring their alignment with organizational goals and the successful of daily objectives.

· Diligently monitor team performance, identifying areas for improvement and implementing on-the-job coaching, resulting in increased productivity and professional development of team members

· Monitored and coached direct reports to meet and exceed KPI's such as review accuracy and maintaining completion time goals are met.

CSR/BACK OFFICE CLAIMS SPECIALIST

4CI/ Virginia Employment Commission Project (Contract)

November 2021 to March 2022

• Successfully provided Virginia residents with information regarding their unemployment for UI, PUA,

Back Payment, using the VEC VIS knowledge base system.

• Worked in the VEC "Back Office", fact checking separation claim reports, creating issues on a claim (if

necessary). Averaged (35)+ reports per day (Approximately 5 - 6 per hour)

• Effectively worked remotely; with no need for immediate supervision; communicated through slack;

kept an Adherence of 97+ with my Schedules as well as using my resources to resolve issues throughout

both calls and systems concerns rapidly and effectively. Have my computer system hardwire on a

hardwire setup.

Transportation Coordinator

United Health Care

November 2018 to February 2020

National Med Trans

Scheduled transportation for United Health Care patients for doctor and pharmacy Visits. Services where

catered to the elderly, disabled as well as hospital discharged. Organized travel for ambulatory and non ambulatory patients.

Call Center Representative

Stage Store

October 2017 to July 2018

Aid and advise customers for new orders and their tracking Information. Call center environment who

specialized in customer service and sales. Advise the customer of their product orders; order status;

product returns; returns for credit; and delivery status.

Direct Counselor

Favorite Health Care Staffing

October 2016 to March 2017

Aided the Boarder/Immigrant children for US Government. Assisted with their every day activities

including counseling, education, grooming, entertaining and protecting. Enforced specific instructions

generated by the US Government as well as adhering to Favorite Health Care's set policies and

procedures. Contract position.

Banker

J.P. Morgan Chase

April 2013 to October 2016

Establish banking services for personal and business accounts. Utilized my customer service skills as a

work from home banker. By offering clients their options concerning their products and services. As well

as answer questions that highlight monthly service fees and rates. Resolve customer technical issues

due to retrieving account information. Advise the client of their rights, per being a Chase customer. And

offering the bank's policies concerning all available services.

Office Assistant

L&G Transportation - Houston, TX

September 2011 to February 2013

Assist with clerical duties. Bookkeeping in relation to accounts payable and payroll. Dispatch carriers for

scheduled pickups and deliveries. Record all completed tasks.

Human Resource Representative

Mercer Human Resource - Houston, TX

November 2004 to August 2011

Outsourced through Mercer HR, to assist employees of United Healthcare with their benefit information.

Advised employees of vital information relating to Health Insurance, Short and Long-term disability,

Vacation information and Employee Relations, concentrating on employee issues.

Corporate Travel Agent

American Express Travel - Houston, TX

July 1998 to August 2004

Outsourced through American Express Travel Inc. to provide corporate national, and international travel

for Exxon/Mobil employees. Prepared airline, hotel and car reservation for individual and group travel.

Efficient in creating multiple reservations for corporate business ventures.

General Sales/Domestic Travel Consultant

Cendent Corporation - Houston, TX

September 1997 to July 1998

* Provide information on domestic travel rates for Travelers Advantage members.

* Organized sales packages for individual and group excursions

* Followed up on referrals and leads, and established new customer contracts

Quality Assurance Supervisor

Cendent Corporation - Dayton, OH

April 1992 to July 1997

Employed in various capacities surrounding quality assurance for customer service development.

Responsibilities include supervision over training, monitoring and coaching customer service employees.

Made sure company policies and procedures were adhered to through maintaining required quality and

company standards.

Education

Certificate in Paralegal Studies

American Institute for Paralegal Studies - Dayton, OH

October 1990 to May 1992

Paralegal Certificate

Youngstown State University - Youngstown, OH

August 1976 to May 1977

Bethune-Cookman University - Daytona Beach, FL

September 1973 to January 1975

Skills

• A committed team player with an ability to meet and exceed set goals and deadlines. Exceptional

focus and follow through abilities, with a record of efficiency and productivity. Detail oriented, with

exemplary organization and task management skills. Public Relations experience and exceptional

people skills.

Diverse professional development, versed in 7 year experience in Human Resource. 4 year

experience in Corporate Travel. Accumulated over 15 years of customer service through various

positions, 4 years of sales/re-sales experience, and 3 year of banking.

• Telemarketing

• Insurance Sales

• Quality Assurance

Languages

• English - Expert

Certifications and Licenses

Anger Manger Management Certification

November 2011 to November 2021

Course taken at The Center For Anger Resolution.

Status: Anger Management Therapist

Texas Life Insurance License

March 2019 to March 2021

Life and Annuity Agent through National Life

Groups

Delta Sigma Theta Sorority

October 1973 to Present

Delta Sigma Theta envisioned an organization committed to sisterhood, scholarship, service, and

addressing the social issues of the times

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