Pam Majors, PMP

Experience

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  ACS

  May 2007 - Dec 2011

  Customer Care Manager

  Lead the efforts of improving the Call Center Quality Program and Customer Care Training Programs Daily ongoing Quality Assurance research and identifying areas for improvements. Worked closely with the client to ensure quality customer service for the call center and was the main Client Liaison; Created and implemented the training program for new employees; making adjustments as needed to improve the training initiatives provide by the client;  Lead for development and implementation of Oracle CRM (to include full software migration and training development/delivery for this migration to all call center employees, client, stakeholders and executives); Show less

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  Yoh, A Day & Zimmermann Company

  Dec 2011 - Jun 2014

  Operations Manager onsite for GE Energy

  Manage multiple cross-functional, global departments in support of the client’s HR & Payroll Programs Daily operational oversight of matrixed shared services teams (US based Team, UK based Team and Virtual Team) working on various projects, schedules and business needs such as Human Resource Data Management, Payroll, Kronos Implementation, CDS Data Entry (Oracle & PeopleSoft), Project Management, Data Analytics etc.; Forecast and manage resources for current, new or enhanced programs to ensure proper staffing, talent and knowledge; Compile and Analyze global operational metrics (cycle time, defects, volumes etc.) to outline areas of growth opportunities, process improvements and statistics for the client and executive management; Strategic Account Analysis - create and analyze daily/weekly/monthly reports in order to detect problems, trends and best practices; Lead, direct and manage operations/projects to ensure that the operations staff executes service agreements at, or above the clients standards; Forecasting resources and work volume continuously for optimum levels; Show less

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  Conservation Services Group

  Jul 2014 - Apr 2015

  Manager, Software Services Mid-Atlantic Regional IS CSPO

  Manage Information Services group supporting Mid-Atlantic regional programs software implementations, enhancements and reporting within an Agile workshop: Manage a diverse team of IT professionals including data analysts, software engineers and application support staff across multiple programs in the Mid-Atlantic region for query development, reporting and analysis; Lead the data conversion, testing, training and implementation of new platforms (Salesforce) for the Mid-Atlantic region Provide metric reports to senior management on key initiatives and compliance on SLAs; Assist in the feasibility analysis, initial scoping and recommendation process for future projects with IT senior management Deliver projects on time and within budget. Manage project scope and budget, ensuring any changes in scope are quickly communicated and approved by the customer Show less

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  Adecco

  Apr 2015 - Oct 2015

  Sr. Program Manager onsite for Cisco

  Manage Global Post Sales team in support of Cisco's business initiatives, reporting and financial alignments Daily operational oversight of a managed services team of 35 Data Management Specialists;Daily operational oversight of the reporting/metrics team for scheduled and ad hoc reporting requests;Subject Matter Expert for operational use of Salesforce and integration (trained client and team members on creation of Reports and Dashboards)Work with Cross Functional teams (Globally) for deliverables and process improvementsDaily analysis of operational metrics/system issues for efficiencies;Work with Cross Functional teams (Globally) for deliverables and process improvements;Responsible for identifying/staffing resources and aligning overtime budget for Month End, Quarter End and Year End demandsWell versed in CCW, Salesforce, uCRM, OneCat, GCT, SAP Business Objects, etc. in support of Cisco mission Show less

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  Experis

  Nov 2015 - Nov 2016

  Project Manager - System Analysis
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  Yoh, A Day & Zimmermann Company

  Nov 2016 - Feb 2021

  Implementation Project Manager
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  SAS

  Feb 2021 - now

  Implementation Project Manager