PAMELA J.

RINGEL
907 Smartt's Lane NE . Leesburg, VA 20176
Residence:703-777- 4715
pjringel@msm.com
Mobile: 703-
727-4184
____________________________________________________________________________
_________________
CALL CENTER OPERATIONS MANAGER
Accomplished self-starter with excellent consensus building,
organizational, and motivational skills. Top-performer in management and
call center operations resulting in streamlined workflow processes and
optimized productivity. Added value in project management, budget
development, quality assurance, and management of cross-functional teams.
Proficient in MS Platform: MS Word, Excel, PowerPoint, Access, and Windows.

? Demonstrates the critical ability to handle multiple tasks and excels

in demanding and changing environments.
? Srong leadership talent with "team player" attitude and ability to
connect to all personality styles.
? Engenders trust and builds strong relationships with customers,
staff, associates, and management.

SUMMARY OF QUALIFICATIONS
|CRM Support |Customer Service |HR Best Practices |
| |Advocate | |
|Project Lifecycle Management |Staff Performance |Staff-Management Training|
| |Reviews | |
|Program / Productivity |System Needs Analysis |Product Services |
|Tracking |Employee Allocation |Marketing |
|Quality Assurance / Analysis | |Expense Management |

VIP COMMUNICATIONS, ASHBURN, VA

2008-Present
Call Center Assistant Manager
Accountable for the daily management of in-bound call center activities and
personnel operations including supervision of a 40-member staff; determine
employee allocation, schedule work shifts, and monitor calls for quality
assurance.
Achievements:
? Devised and implemented efficiency programs utilizing a set of
metrics to evaluate call center productivity that contributed to company
growth.
? Initiated an employee motivational program; introduced a formal
break/lunch schedule to maximize employee resources during high-volume call
periods.
? Identified the key quality characteristics resulting in customer
satisfaction and implemented a quality assurance program to train all
personnel in this area
? Handled customer inbound/outbound calls and e-mails to ensure first-call
resolution and customer satisfaction and established benchmarks to improve
customer experience and ensure representative conformity.
? Utilized HR best practices: conduct interviews, hire and train new
staff, manage personnel, execute performance evaluations, and discharge
exiting employees.
? Coached and trained supervisory employees
? Established benchmarks to improve customer experience and ensure agent
conformity
? Reconciled and collected financial transactions averaging 4,500 daily
transactions worth approximately $75 K.
PAMELA J. RINGEL
Res: (703) 777-4715 . Cell: (703) 727-4184 Page 2
pjringel@msm.com
____________________________________________________________________________
_________________

Voluntary sabbatical for long-term family care

2005-2007

FINNEGAN, HENDERSON, FARABOW, GARRETT & DUNNER, LLP, RESTON, VA 2004-

2005
Litigation Assistant
Managed and maintained confidential case documents and files for a
prominent intellectual property litigation firm.
Highlights:
. Received, entered, and dispersed court directives, pleadings, discovery
documents, correspondence files, and exhibits to litigation team.
. Collected, arranged, and compiled legal documents following attorney
directions for preparation of witness interviews and delivery of
documents to opposing council.

GEORGETOWN UNIVERSITY, WASHINGTON, DC 2003-2004

Enrolled in Legal Assistant Certificate Program - graduated with full Legal
Assistant Certification.

AT&T GOVERNMENT MARKETS, OAKTON, VA 1995-2003

Customer Service Supervisor / Telecommunications Project Manager
Oversaw the daily operations of a 14-member customer service team ensuring
overall accuracy in handling of customer orders; conducted and directed
personnel training and evaluations, work schedules, and budget
accountabilities.
Highlights:
. Proactively identified, developed and trained personnel in a newly
developed Customer Service Center on over 42 workflow processes.
. Served as SPOC for external customers, internal sales team, and executive-
level management during the telecommunication order processing phase.
. Expertly managed cross-functional teams, directed projects through all
lifecycle phases, and established project quality/performance standards.
. Supervised multiple vendors during installation of 30+ mid-to-large size
telecommunication networks for government clients.
. Recognized for maintaining a 93% on-time projection completion rate -
 notably above industry standards.
PROFESSIONAL EDUCATION
Georgetown University, Washington, DC
Legal Assistant Certification
Averitt University, Danville, Virginia Bachelor's Degree
in Business Administration
George Washington University, Washington, DC Master's
Certificate in Project Management
Top Secret Security Clearance (EXPIRED) 1995-
2000