1. Pamela Days
3708 Mohawk Ct ● Charlotte, NC 28215
Cell: 704.651.7457
pameladays@gmail.com
Objective: To secure a position that will enable me to use my strong communication &
organizational skills, customerservice background and my ability to work well with people.
Summary:Results-driven project management professional with over 15 years experience in the healthcare and
telecommunicationsindustry. Demonstrated strong leadership, organizational and interpersonal skills. Proven
ability to deliver substantial revenue. High productivity and quality improvements through well-managed, on-
time projects. Particularly strong in staff development, including training, coaching and evaluation.
Core competencies: Quality Assurance • Strategic Sales Planning • Client Relations & Negotiations
Performance Management • Operations Management • Staff Training & Development • Conflict Resolution
PROFESSIONAL EXPERIENCE
Quest Diagnostics ~ Charlotte, NC February 2009-present
Patient ServicesRep III
 Collected blood, tissue and other laboratory specimens and prepared them for lab testing
 Trains, provide coaching and counseling to existing and new staff on quality control
procedures and provides developmental opportunities
 Accurately record and report test results according to established procedures
 Managed various general office duties such as answering multiple telephone lines,
completing insurance forms and mailing monthly invoice statements to patients
 Where applicable, ensure all Federal, State & local licensure requirements are met by
working with QA department
 Develops and maintains effective relationships through timely communication
 Takes initiative and action to respond, resolve and follow up regarding any service issues
with all patients in a timely manner.
AT&T  Charlotte, NC February 2003 – January 2009
Customer Service Associate
 Process customer orders, handled questions, complaints, and billing inquiries
 Made financial decisions to protect/collect revenue and adjustment of customer accounts
 Maintain working knowledge of the many AT&T products, practices and guidelines
 Trained new employees
 Consistently exceeded !00% of appraisal objectives each year
 Delivered outstanding customer service via first call resolution
 Developed and managed multiple cross-training projects
AT&T ~ Charlotte, NC February 2003- February 2004
Maintenance Administrator
 Provided centralized mechanized testing support for inside or outside work forces
 Dispatched work and trouble information to technicians
 Determined operability of cable and pairs following construction transfer or repair
activities
 Contacted customer to verify technician response and cleared trouble
 Received and analyzed service orders and reports associated with mechanized test
results
 Performed preventive Central Office Frame maintenance analysis and testing

2. Baltimore City Health Department ~ Baltimore, MD May 1994-February 2003
Medical Health Professional & Lab Tech
 Effectively obtained blood specimens through venous puncture and arterial blood gases from high -
risk patients
 Collaborated with clinicians with STD physicals and testing
 Verified and recorded identity of patients and educated patient on procedures
 Facilitated training of new and current employees.
 Performed testing, urine drug screen collections, paternity collections, breath/saliva
alcohol testing. LCM/Cyber tools, Test Cup, pediatric blood collections, difficult draws
(patients in mentally challenged facilities, long-term care, drug rehabilitation
facilities, prisons, psychiatric facilities, geriatric and pediatric similar facilities)
EDUCATION
Herbert Lehman High School, Bronx, NY
College Prep Diploma
Certificate in Project Management  Body of Knowledge
Central Piedmont Community College
AFFILIATIONS
Baltimore City Police Athletic League
Baltimore City Police Domestic Violence Unit Eastern District (House of Ruth)
Community Blood and Plasma Center
REFRENCES AVAILABLE UPON REQUEST