PAMELA M. REED

(501) 580-6658 pamelar501@att.net P.O. Box 7115, Sherwood, AR 72124

OPERATIONS MANAGEMENT

Proven success as a Technical Writer, drafting training programs, processes/procedures, polices, project

specific communications for stakeholders via campaigns, news articles, and online references. Strong

Knowledge of Microsoft Office Applications.

Extensive background in Customer Service Management, including vendor relationship management,

frontline supervising, project management.

Demonstrated success in Leadership Development, including organizing, maintaining, and training vendor

management and colleagues to support wireless products and services that aid in improving the Customer

experience, and recruiting needed resources and partners.

Training/Adult Education, developing and implementing training programs using various technology and

proven pedagogical practices.

PROFESSIONAL EXPERIENCE

AR Small Business and Technology Development Center 2016 - Present Program Specialist

Responsible for the development and implementation of educational and outreach activities that supports

the organizations goals and increases economic impact. The program specialist markets educational

programs, conducts outreach, facilitates seminars and online learning, and recruits volunteer speakers,

corporate sponsors, and community partners. Additional responsibilities include:

Securing financial contributions from private sector co-sponsors

Coordinating events and facilitating course trainings that target minority businesses

Facilitating direct delivery training to potential business owners, business owners, and employees

Represent the ASBTDC and the University of Arkansas at Little Rock as a public speaker to

community groups, civic organizations, university classes, co-sponsors, and partners at various

events, tradeshows, external committee meetings, and activities

Oversees reporting work related to educational programs

Training Assistant (Jan. 2016 – Sept. 2016)

Assist the ASBTDC training manager with activities associated with educational programs, activities, and

events.

Facilitate training as needed

Coordinate and moderate ASBTDC webinars

Assist with administrative tasks such as contact management and event paperwork

Assist with branding, graphics and design of online training modules

Assist with coordination and implementation of events

Develops and distributes pre- and follow-up event communication

Pamela M. Reed (501) 580 -6658 Page Two

University of Arkansas at Little Rock 2015 - Present Composition I Instructor

Facilitate activities and discussions that cultivate the student’s ability to think critically, abstractly,

independently, and collaboratively when composing various genre in academia and beyond. With classroom

instruction that utilizes several technology platforms students learn how different mediums influence the

strategies that can be employed to make compositions more effective.

Design course curriculum that both achieves the Writing Program Administrators First Year

Outcomes and the learning needs of the students.

Develop course website to keep students informed and engaged.

Identify areas of opportunity for each student and develop independent plan to assist with correcting

potential issues in future compositions, which might include fallacies, grammar, format, or content.

Ensure that students understand the ethics of research writing and can properly give credit for the

use of information from a variety of sources to avoid plagiarism.

Facilitate learning of several technology platforms such as Blackboard, Weebly, Storify, Google Docs,

Microsoft Word, and PowerPoint.

Assistant to the Director of Composition (Jan. 2016 – May 2016)

Assist the on campus Writing Program Administrator with managing the day to day activities of the

Composition Program.

Assessment – Assist with the administrative tasks and activities that enable the Rhetoric and

Writing department to measure the effectiveness of the Composition program. Administrative tasks

included assisting with the design of the process and materials utilized to collect data. Activities

consisted of rating projects against program criteria.

Conference Planning – Co-planned 3rd Annual Southern Regional Composition Conference. Specific

activities included helping with logistics such as reviewing proposals, organizing the schedule, and

working with departments across campus for the design and production of conference materials.

Spearheaded promotion and was responsible for press releases and news stories appearing in

campus publications.

Textbooks – In addition to interacting with representatives from several publishing companies to

identify books for composition courses, administrative tasks were performed to ensure book orders

were submitted for upcoming semester.

Verizon Wireless, Little Rock, AR 2009 - 2015 Consultant-National Operations

Drive key metrics in the areas of Customer Experience, Profitability, and Growth by representing the

Customer Service organization on new initiatives pre and post launch. Sought to identify barriers and issues

that negatively impacted key metrics by proactively obtaining frontline comprehension, service/system

defects, and metric impacts for the purpose of identifying opportunities and gaps that enable further

development of training, internal references, and external communications to aid in continual improvement

of the customer experience.

Developed training and communication plan for refund returns initiative, which overall resulted in annual

savings of $5.9M in refunds.

Led a cross channel team to create the communication plan and campaign for warranty replacement

process. Documents included training guides, email on demand, standard news articles, and updating

internal references. Annual savings were $1.9M in call deflection and manual credits.

Led a cross channel team to modify how purchases and prorates appear on customer billing statement.

Savings associated with the project overall were $1.99M (90K/580K calls deflected-Purchases and

$1.9M/290K /calls deflected-Prorates.)

Proactively identified an issue with internet links for Secure eBill Sunset through call monitoring process

which prevented additional calls into Customer Care. Overall the project saved $655K annually.

Provided technical knowledge and assisted with communications, command centers, and other system

conversions and buyout related activities as assigned during Alltel to Verizon transition, which resulted in

annual savings of $60K.

EDUCATION/PROFESSIONAL CERTIFICATIONS

University of Phoenix – Little Rock, AR Campus

Master of Science in Business Administration

University of Arkansas - Little Rock, AR Campus

MA Professional and Technical Writing