Pamela Hill - Rex, Georgia

Pamela  Hill
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About Pamela Hill

Pamela Hill is currently living in Rex, Georgia, and is interested in Call Centers.
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Rex, Georgia

Categories of Interest

Call Centers

My Interests

Full Time/ Full Benefits/ Call Centere, Marketing, Sales, Human Resources, Administrative

Join Date

Pamela Hill has joined on Mar 03, 2009


Pamela Hill

Innovative Sales/Marketing/HR/Call Center Supervisor
Highly accomplished leader with over 19 years experience in HR, management, compliance/
quality assurance and customer service. Accustomed to working in a fast-paced
environment in which grants the opportunity to demonstrate vigor, energy, passion and a
drive for satisfaction of customer service. Proven ability to provide critical support in the
development and implementation of operational strategies that achieve business results.
Equally proficient at problem solving, multi-tasking and communicating. Versatile,
collaborative team player able to build relationships at all levels of the organization.
Accomplished in all areas of performance management, team development and continuous
improvement. Proactive problem solver who is results driven, organized and with excellent
communication and change management skills. Committed to providing cost effective and
efficient results in a time conscious fashion.

Recruiting/Hotel Management/ Business Management (Delta Air Lines) /Corrective
Action Implementation (coaching, counseling, administrative action) Process
Improvement / Project Management Policy / Procedure Creation Compliance /
Quality Assurance/ Customer Service /Effective Negotiation / Sales/Marketing

The Home Depot (07/08-11/08)
Senior Resolution Specialist
Responsible for ensuring team 0f 25 associates provided outstanding customer resolutions. Handled escalation calls from inbound communications from both internal and external customers via telephone, letter and e-mail. Ensured excellent customer service via active listening and professional communication, while associate identified root causes of customer issues. Made decisions and managed cases within guidelines to resolve customer issues expeditiously. Monitored, Quality Assurance, and provided timely performance feedback.

Delta Air Lines, Inc. (06/89 -07/08)
Lead Customer Service Agent- 11/06-07/08
Handled day to day fast-paced operations of world class airline. Supervised
Deltas Ticket Counter, Gates, and Baggage Service areas. Provided ongoing
employee performance feedback, documentation, and guidance, coaching and
counseling, to employees to ensure optimum quality, productivity, and service.
Develop and strengthen operational knowledge, while conducting quality
assurance observations.

Call Center Supervisor- Meeting and Group Sales- (05/00-11/06)
Excellent results exemplified by 98%growth in quality assurance statistics.
Provided ongoing feedback, documentation, coaching, and counseling, to
employees to ensure optimum quality, productivity, and service. Provided
information to front line employees via team briefings to address operational and
customer service items. Conducted consistent one on one productivity reviews
with the front line representatives which identified areas of opportunities for
growth, and improvement. Established an environment of professionalism within
the team by utilizing great interpersonal skills and creative motivation tactics.
Marketing - Ensured front line agents were equipped and informed on Deltas
new routes, and routing strategies which ultimately resulted in an increase of
the teams revenue. Develop different techniques and materials for sales and
productivity. Provided superior leadership, direction and guidance for a team of
75 + diverse employees; mentored several staff members to win promotions and
secure revenue. Continuously made sound business decisions with positive

Airport Customer Service and Various Management Roles 06/89-05/00
Booked reservations, issued Frequent Flyer upgrades, boarding passes, resolved
customer complaints with tact and diplomacy, exceeded sales expectation by
97%. Developed strong communication skills while addressing customer service
issues. Assisted and accommodated passengers that many have been affected
during irregular operations. Exceptional problem solver, driven to succeed with
strong interpersonal and negotiation skills. Superb mentor, inspirational leader,
inspired employees to maintain peak performance and productivity levels while
simultaneously maintaining high morale across the board. Boundless energy,
capable of adapting to a number of roles simultaneously; swift and agile. Also
possess excellent communication and presentation skills.

Wingate Hotel -11/85-06/89
Front Desk/Reservation Manager
Improved revenue, reduced cost, improved customer service and training, and
reduced turnover, booked reservations, resolved customer complaints with tact
and diplomacy. Handled all aspects of external customers arrangements.
Rewarded staff for collecting guest feedback. Managed the day to day fast pace
operational functions including hiring, interviewing, compensation analysis, and
performance evaluation, corrective. Motivated staff by open recognition,
acknowledgment, and promoting open door policy.

Leadership Development, Time Management, Diversity Training, Continuous
Improvement, Project Management, Ethics and Compliance and Managing High

Project Clean up 2002
Organized community service project to clean local neighborhood
Habitat for Humanity (Frequent Volunteer)
Atlanta Zoo
Several Park and Recreations centers
Plant/Clean/ Organized upgrades for public schools
United Way (On Going Volunteer)
Relay For Life
Delta Air Line Family Assist Center Team Leader/ Swiss Air Flight 111/Comair Flight 569
Sponsor Atlanta Reservation Activity Committee 2002-2004
Purpose Driven Life Mentor
Mentor Young teens between 14-18 years of age
Chairmans Club Nominee 2 times (04, 05,)
Team of the Year Award Continuous Improvement Initiative
MS Office, Brio, MPS (Manpower Planning System), ATS (Virtual Edge), ADP, Avaya
Business Management 1985
Clayton State University

Quick Profile Summary

Pamela  Hill
Name: Pamela Hill
Location: Rex,Georgia,United States

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