The document is a resume for Pamela Cheesebrough. It summarizes her experience in customer service roles over 10+ years, including at The Home Depot, Michael's Arts and Crafts, FEMA, Crawford and Company, and SunTrust Bank. Her technical skills include MS Office, various databases, and SAP CRM. She has a background in problem solving, research, and administrative work.

1. PAMELA CHEESEBROUGH
1309 Adcox Square H 404-294-9508
Stone Mountain, GA 30088 C 404-775-2314
pamelacheesebrough@yahoo.com

2. SUMMARY
Customer Service Associate with over 10 years experience in various
functions. Broad range of skills includes: problem solving, research,
planning, administrative skills, multitasking, and customer service. Have
ability to handle high profile clients with critical confidentiality
requirements and, exceptional customer service skills.

3. TECHNICAL COMPETENCIES
• MS Word, Excel, Access, Outlook
• Fed line Interface
• Microsoft Windows
• Power Point
• EDI, Electronic Data Interchange
• Applicant Status Report Database System
• Lotus Notes
• Xact Analysis
• National Emergency Information Management System
• SAP CRM

4. PROFESSIONAL EXPERIENCE

5. THE HOME DEPOT
CUSTOMER SERVICE CARE ASSOCIATE 2012
The Customer Care Associate takes inbound communication from both internal and
external customers via various communication mediums. Associate will answer all
inquiries professionally and investigate to provide final customer satisfaction for all
product and service offerings. Associate will also provide clarification of policy and
process and further assist all customers in guiding them to the area of business
they desire. Follow up may be required. Associate will provide excellent customer
service via active listening, a positive attitude, and professional and personalized
communication. The Customer Care Associate will possess an innate passion and
desire to meet the needs of all our customers while representing our unique values
and beliefs. A friendly disposition must be maintained on all interactions
throughout its duration, as defined by the customer and our standards. This
empowered Customer Care Associate will utilize basic systems and reference
materials to provide solutions to meet customer needs. The Customer Care
Associate will focus on first contact resolution and will identify problems that
he/she cannot resolve and escalate appropriately and immediately.

6. MICHAEL’S ARTS AND CRAFTS 2012
Replenishment Associate / Cashier
Every customer has an exceptional service experience by ensuring the store is in-stock
for the customer.
•Create welcoming environment for all customers who includes providing prompt
courteous service and taking customers directly to merchandise.
•Provide product knowledge and project advice in addition to ensuring recovery,
housekeeping, and re-stocking and store safety.
•Unload, stage, and sort all incoming freight. Ensure loss prevention which includes
empty box, alpha locks, lock-up cage.
•Ensure backroom, receiving, fixture, and supply areas are Five Star compliant.

7. FEDERAL EMERGENCY MANAGEMENT AGENCY
PA Data Processing Specialist June 2011
Assisted personnel in retrieving necessary documents and applications in addition to providing
assistance where needed within the organization to nonprofit applicants. Demonstrated the
ability to perform all tasks and sub tasks for the assigned position. Maintained a high standard of
ethics required of Federal employees consistent with FEMA core values.
•Entered nonprofit organization’s applications and project worksheets into the National
Emergency Management Information System (NEMIS).
•Upon completion of applications documents were scanned, and downloaded having
information readily available for other FEMA personnel and departments.
• Prepared written reports, and clear and concise emails. Proofread written documents to
ensure correct grammar, spelling, and punctuation.
•Assisted the PAC Crew Leaders with case management file input into NEMIS.
•Completed administrative tasks, delivered faxes, opened mail, filed documents, and archived
documents.
•Based on Homeland Security requirements ensured all documents were maintained in a secure
environment. Updated filing system and documents as necessary.

8. CRAWFORD AND COMPANY
2010 -2011
Customer Service Representative
Ability to provide excellent customer service via listening and professional
communication, and identified root causes of customer issues
In order to provide greatest level of customer service possible for all claimants a
working knowledge of the organization was achieved.
•Received inbound calls via ACD line related to insurance claims, and took appropriate
action to answer inquiries, provided claim status, documented each call following
guidelines.
•Worked independently within group and provided assistance when needed within
department.
•Achieved and maintained proficiency with all instructions and updates. Met center
standards of calls reviewed for quality levels.
•Demonstrated the ability to use tact, discretion and diplomacy, and provided
immediate attention on client issues as they arose
•Assisted with special projects and shift duties when necessary.

9. SunTrust Bank 2005-2007
Bank Operations Analyst /Funds Transfer Liaison
As a liaison between bank personnel and clients consistently performed operational activities
which supported all lines of business, resolved problems requiring initiative, and independent
decision making. Researched current and archived client inquiries to provide satisfaction in
timely manner.
•Conducted bi-weekly training sessions of funds transfer policies and procedures in addition to
proper implementation of documents via conference calls to minimize risks and provide quality
service.
•Examined legal documents submitted with schedules and forms for accuracy and authorized
users.
•Processed work via e-mail, letter, fax, and ACD line in addition to opening, documenting, and
distributing mail to co-workers.
• Maintained high profile client files and time sensitive material in addition to processing of
their schedules anticipating client’s needs and expectations.
•Updated client information in database system. Approved daylight overdrafts and over limit
funds transfers, in addition to initiating funds transfers.
• Performed semi annual audit of all authorized funds transfer users within SunTrust to
guarantee an accurate census.

10. Suntrust Bank 1997-2003
International Funds Transfer Supervisor
Sent, received and processed wire transfers. Balanced, and adjusted general ledger,
and client accounts affected by the wire process. Maintained wire logs and properly
executed documentation to comply with audit standards. Assisted both internal and
external clients in executing proper wire information; handled all inquiries and
investigated issues.
•Tabulated foreign currency exchange rates globally according to daily market rate
outstanding on foreign currency account.
•Researched and resolved about 300 discrepancies in foreign funds transfers per
week. Communicated resolutions to appropriate international banks.
•During bank consolidation, used problem solving skills to research wire inquiries 90
days and older, communicated resolution to international banks and reduced
outstanding items by 95%.
•Balanced general ledger account daily using investigative abilities to comply with
standards set by reconciliation department.

11. EDUCATION
• Marketing Major – Georgia Piedmont
Technical College- Clarkston GA - Present

12. AWARDS AND HONORS
Who’s Who Among Students in
American Universities & Colleges