Pamela Reed has over 10 years of experience in operations management, technical writing, customer service, and adult education. She currently works as a Program Specialist for the Arkansas Small Business and Technology Development Center, where she develops and implements educational programs. Additionally, she is an instructor of Composition I at the University of Arkansas at Little Rock. Previously, Reed worked at Verizon Wireless as a Consultant for National Operations, where she identified opportunities to improve customer experience and save the company millions annually through initiatives like modifying billing statements and communications regarding returns and warranties. Reed holds an MBA and a Master's degree in Professional and Technical Writing.

1. 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

2. 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.

3.  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