1. Pam Thomas 2819 N Fitzhugh #2323, Dallas, Texas 75204
214-732-3158, p_thomas08@hotmail.com
Dedicated, knowledgeable and productive professional with over 15 years’ practical experience in
customer support, logistics, and operations. Recognized for strong negotiation skills, exceptional
understanding of company philosophy, ability to work as team player and commitment to exceeding
goals to achieve corporate success.
Summary of Qualifications
Strong Communication Understanding Customer Needs Strong work ethic
Leadership Create positive work environment Honesty and integrity
Custom support leader Strong follow up Technical Skills
Trainer Forecasting Flexible and Adaptable
Sales analyst Problem Solving Decisiveness
Professional Experience
Cambium Learning Group; Dallas, TX March 2005 - Present
Director, Support Service (October 2013-present)
 Responsible for Customer Service, Technical Support, Order Entry and Sales Support Teams.
 Manage hiring, training, retention and performance of support teams.
 Oversees customer issues and ensure effective and long-term problem resolutions.
 Monitor programs and procedures to ensure on-time delivery and customer satisfaction
 Set performance standards to meet service goals of company.
 Partner with executive team to align support services department policies and systems with
company objectives.
 Maintain in-depth working knowledge of company systems and processes.
 Develop strategies to increase the quality and efficiency of support to internal and external
customers.
 Coordinate with supply chain channels and distribution to improve customer service and
business productivity.
Order Entry Supervisor (June 2012-October 2013)
 Implemented new order entry CRM and related business procedures.
 Hired and trained order entry team.
 Liaison between 3rd party distribution center and corporate office.
 Adhered to internal and SOX controls related to order entry.
Sales Operations Supervisor (October 2007- June 2012)
 Managed a successful sales support team to ensure the team consistently met or exceeded
daily performance.
 Focused on delivering results by providing ongoing coaching and staff development.
 Effectively managed sales operations expense to ensure delivery of internal gross margin.
 Participated in product development, marketing and client education activities.
 Worked closely with marketing to create, implement and track successful marketing
Sales Operations Coordinator (March 2005- October 2007)
 Facilitate sales to new prospects while servicing current customer base.
 Kept customers informed of new product developments and IT innovation opportunities.
 Developed cost proposals for superintendent and board evaluation.
 Manage the sourcing and delivery of products to the customer.
 Report weekly sales and opportunities to regional and executive team.

2. PFSweb; Plano, TX Nov 1999 – May 2004
Client Service Manager/Project Manager (Client: Xerox Corporation)
 Managed account representing $35 million in shipped revenue per month.
 Liaison between distribution center and customer.
 Managed shipping accuracy, short/miss-ship, on-time shipments, warehouse backorders and
IRA to management team on weekly basis.
 Resolved all inbound and outbound shipment discrepancy.
 Managed projects by scoping, defining objectives and deliverables.
 Worked with IT managers to resolve all system and data issues.
 Monitored event management error report for cause and effect analyses for continual process
improvements.
 Provided weekly forecasting of sales, revenue, calls and orders to functional leaders.
 Prepared and presented quarterly business reviews, which included sales, metrics,
issues/resolutions and new business opportunities to all levels of management.
 Responsible for all month end procedures (early cut off times and file transmissions to client).
 Assisted in the development and management of annual budget.
 Evaluated and selected a suitable route and method of transport for FTL freight.
VarTec Telecom; Dallas, TX Feb 1999 – Oct 1999
Senior Trainer
 Responsible for identification of training needs among existing employees and recommends
targeted training activities.
 Conducted ongoing evaluation and analyses of program accuracy and effectiveness.
 Applied adult learning principles in the delivery of training.
 Managed training budget for the department.
 Worked with Human Resources Development to identify necessary training curriculum.
 Developed tactical planning policies, processes and procedures.
 Oriented and trained new and tenured staff on new, established and changed programs.
 Responsible for implementation of quality management program for care center products.
 Executed quality monitors to address specific internal and/or external quality issues.
 Maintained knowledge of products and contributes as a team member in the ongoing quality
improvement processes and education programs.
 Tested and evaluated agents following the training session.
Education
University of Texas at Arlington; Arlington, TX-1997
Bachelor of Arts in Public Relations with Minor in Business Administration
Computer Skills
MS Suites, JDEwards, Showcase (Database Query Software), SQL, Ecometry, Sales Logix,
eBackoffice, Salesforce.com, Kugamon,
Community Involvement
Alpha Kappa Alpha Sorority, Inc., American Heart Association, Kids in Need Foundation