Pamela Pilch has over 15 years of experience managing call centers and technical support teams. She has held roles in product management, sales management, implementation management, and business ownership. Her experience spans industries such as healthcare, furniture, and software. She possesses strong leadership, project management, customer service, and technical skills.

1. Pamela M. Pilch
2878 N Augusta Dr. Wadsworth, IL 60083 | 847.970.8939 | pamelapilch@gmail.com
EXPERIENCE AND CORE COMPETENCIES
 15 years managing a National Technical Support Call Center
 Product Management (10 years)
 Experienced educator; 25 years’ experience in developing training materials and conducting training sessions.
 Change Management; by involving people in identifying problems and crafting solutions - Certified
 Restructured and Management of Sales Team
 Strong focus on customer satisfaction
 Ability to work independently via remote access
 Strong communication skills verbally and written.
 Strong negotiating skills to provide optimal profit margins while building strong business relationships
 Extensive marketing experience with catalog layout, photo shoots and promotional catalogs
 Graphic and Interior Design experience
 Technical computer skills
 Global sourcing
 Six Sigma Lean Professional - Certified
 Innovative thinker; ability to look at things in a new way to improve processes and products
 Ability to manage multiple project timelines simultaneously
 Experience using SQL to manage databases, configured customers systems and analyzed data
 As part of a volunteer committee I was responsible for creating two employee recognition programs. The Spirit
of Caring (a peer to peer recognition program) and a week-long employee appreciation event.
PROFESSIONAL EXPERIENCE
K-Log, Inc – Zion, IL | April 2014 – February 2015
A leader in the quality furniture industry, providing affordable furnishing solutions for schools, universities, government and military
offices, as well as other professional office settings.
Director of Sales
Responsible for managing sales team and implement new process to increase revenue.
 Transitioned employees from a customer service team to sales team
 Developed territory based sales team to ensure customers receive dedicated service
 Converted paper based order processing system to electronic system
 Implemented process for orders on hold to track progress and assignment.
 Focus on understanding how to do business with our customers and their purchasing restrictions.
epaCUBE – Fort Worth, TX | July 2011 – April 2014
An innovative software provider for Project Management, Gross Profit Optimization, Data Cleansing & Distributor Pricing
Science. epaCUBE enables companies to easily manage product information across existing business processes and
systems. It is a powerful solution that improves data quality, dramatically increases productivity, and streamlines
integration with internal systems & outside trading partners while helping distributors build their “internal core competency”
in pricing and gross margin optimization.
Implementation Specialist
Responsible for managing customer implementations by taking clients through software business process analysis,
configuration, training, data certification and deployment.
 Configured customer SQL databases, analyzed data and configured customer systems for Synchronizer and
Distributor Pricing Science systems
 Modified import maps via Visual Studio to take data from customers ERP system to import into epaCUBE
systems
 Managed multiple project implementations simultaneously
 Conducted training for all customers
 Developed training materials and presentations

2.  Worked independently from home office using remote dial-in
Pamela M. Pilch pg.2
Monarch Healthcare Interiors, LLC. | July 2009 – July 2011
Provided decorative textiles and design services for long term care facilities
Owner
Responsible for sales, purchasing, marketing and design services.
 National sales calls to customers site offering interior products that functionally and esthetically fit their needs
 Provided design services and space planning
 Resolved all services and quality issues
 Traveled to workrooms to ensure specifications were being met
 Vendor negations to provide the optimal profit margins
Medline Industries, Inc. | March 1984 – July 2009
The largest privately held manufacturer and distributor of healthcare supplies in the United States, providing more than
350,000 products that serve the entire continuum of care.
Product Manager | August 2001 – July 2009
Key responsibilities included product development and refinement, management of product lines throughout the product
lifecycle including sourcing, negotiating cost and marketing.
 Managed Healthcare Furniture product line; beds, wire shelving, casegoods, exam room, patient room, dining room,
waiting room, office furniture and decorative textiles.
 Identified and launched new product offerings
 Recognized areas to improve the products and implemented changes
 Developed private label products to be more competitive in the marketplace
 Overseas sourcing of commercial wire shelving line
 Negotiated with vendors to provide optimal profit margins while building strong business relationships
 Travel to support salesforce with opportunities and presenting at promotional meetings
 Created sales strategies for sales promotions
 Collaborated with marketing to develop direct mail, catalog and website development
 Provided design services and space planning
Technical Services Manager | March 1984 – August 2001
Managed Help Desk with a team of 16 technicians while supporting more than 3,000 customers. Software application
support as well as hardware repair. Tracked support calls to ensuring service level agreements were met. Responsible for
training all corporate employees and the salesforce. Reported directly to IT Operational Director.
 Supported and trained the National outside sales reps
 Provided level 1 and level 2 support both via call center and desktop technicians
 Developed training materials and conducted all computer training for all employees
 Maintained and configured issue tracking software and solution data base
 Responsible for maintaining the knowledge base as a resource for all help desk professionals
 Developed and maintained service level agreements
 Notified customer base in times of system outages
 Provided metrics and statistical data for calls taken, missed, resolved and open issues to senior management
 Supported desktop software suite / SAP / hardware repairs for over 3,000 corporate employees and branches
and over 700 outside sales reps
 Responsible for purchasing all computer hardware and software

3. Pamela M. Pilch pg.3
COMPUTER SKILLS
Photoshop * Illustrator * QuarkXPress * Giza 2020 * Power Point * Excel * Word * Access * Outlook * Remedy AR * SAP *
SQL * Web Conferencing * VPN Clients * Visual Studio * QuickBooks * PC/MAC
EDUCATION, PROFESSIONAL AFFILIATIONS AND AWARDS
Illinois Institute of Art – Graphic and Interior Design
College of Lake County - Computer Sciences
Lean Six Sigma Professional– Management and Strategy Institute
Change Management - Management and Strategy Institute
American Management Association – Successful Product Management
Achieve Global – Leadership Training
Member of The Center for Healthcare Design
American Society of Interior Designer – ASID
Recipient of the Crystal Award presented by Jim Abrams, Chief Operating Officer of Medline
Service Division of the Year (while managing Help Desk)