Pamela Martin
Washington Gardens
Summary
A goal focused individual with over twenty years of managerial experience seeking a leadership role within a company that is growing and thriving. Very detailed oriented, dedicated and has the ability to work independently. Possess excellent management, leadership and motivational skills which, when overseeing a team, will result in the realization of the company’s goal.
Overview
39
39
years of professional experience
Work History
Revenue Recovery Manager
National Water Commission
07.2018 - 06.2023
- Delivered revenue growth through auditing of plazas, apartments, complexes and targeted communities
- Oversee a team of three (3) Department Managers including Customer Relations, Metering and New Supplies and Field Inspection
- Spearheading change and establishing new and different approaches to deliver quality service to customer
- Facilitated and led the team to reduction in outstanding customer queries from 20% to 9% and consistently maintain below 10%
- Member of the OUR Customer Complaints/Resolution Committee with responsibility for all cases referred and addressing any other relevant issues
- Monitored the performance of the Senior Customer Care Officer (12) and Customer Care Officers (18) to ensure compliance with established policies and procedures
- Developed collection strategies to realize set targets
- Recommended changes in policies and procedures and see through to implementation
- Conducted training sessions with team to promote effective customer delivery and better understanding of guidelines and procedures
- Periodically evaluate performance of employee
- Prepared weekly and monthly report of the departmental performance
- Also make recommendations and implement same to achieve the company’s objectives
- Analysed and verified financial adjustments in accordance with policies
- Enriched customer’s experience by interviewing referred customers, conducting investigation and resolving complaint and query in stipulated timeframe
- Promoted interpersonal relationships through interface with regulatory and service standard Agencies
- Monitored payment Agencies, recording all payments transactions, resolving payment discrepancies and preparing invoices for refund and monthly fee
- Provided information and assistance to district personnel in matters relating to policy or resolving difficult cases
- Prepare payroll for staff complement of 20
- Prepare tax return and yearly reconciliation and bank reconciliation reports
- Prepare lodgements from business transactions
- Ensure motor vehicle are insured and compliant with traffic regulations
- Provide supervision for clerical Officers and Sales Clerks
Regional Customer Service Manager
National Water Commission
05.2013 - 06.2018
Acting Area Manager – KSAT
National Water Commission
07.2012 - 05.2013
Acting Senior Customer Relations Manager
National Water Commission
09.2011 - 06.2012
Senior Customer Relations
National Water Commission
06.2011 - 06.2012
Acting Revenue Recovery Manager
National Water Commission
12.2011 - 01.2012
Customer Relations Manager KSAT
National Water Commission
04.2004 - 05.2011
Acting Senior Customer Relations Manager
National Water Commission
08.2007 - 12.2007
Business Administrator
National Water Commission
08.2000 - 04.2004
Senior Secretary – Manager Business Operations
National Water Commission
09.1996 - 08.2000
Administrative Assistant – General Manager Metro
National Water Commission
05.1996 - 09.1996
Secretary – District Manager (KSA – East)
National Water Commission
12.1995 - 05.1996
Secretary – Commercial Administrator (Metro Region)
National Water Commission
02.1994 - 12.1995
Secretary – Correspondence Department (Metro)
National Water Commission
12.1993 - 02.1994
Senior Accounting Clerk
Errol Flynn Estates
01.1985 - 06.1993
Education
MSc. - Government
UWI Mona
01.2008
BSc - Administrative Management
UTECH
01.2002
Certified Professional Secretary -
01.1995
Skills
- Excellent communication skills
- Advanced analytical problem solving
- Organizational skills
- Ability to work collaboratively
- Initiative
- Ability to work with minimum supervision
- Proven ability to work effectively with diverse populations
- Advanced ability to interact with and influence senior management
- Competence in Microsoft Office Suite
- Demonstrated ability to manage multiple tasks
- Ability to organize and integrate priorities and deadlines
- Ability to research and prepare comprehensive reports
- Ability to recommend and implement successful strategies
- Demonstrated ability to work as a team member
Hobbies and Interests
- Reading
- Netball
- Athletics
- Working with Young Adults
References
Available upon request
Timeline
Revenue Recovery Manager
National Water Commission
07.2018 - 06.2023
Regional Customer Service Manager
National Water Commission
05.2013 - 06.2018
Acting Area Manager – KSAT
National Water Commission
07.2012 - 05.2013
Acting Revenue Recovery Manager
National Water Commission
12.2011 - 01.2012
Acting Senior Customer Relations Manager
National Water Commission
09.2011 - 06.2012
Senior Customer Relations
National Water Commission
06.2011 - 06.2012
Acting Senior Customer Relations Manager
National Water Commission
08.2007 - 12.2007
Customer Relations Manager KSAT
National Water Commission
04.2004 - 05.2011
Business Administrator
National Water Commission
08.2000 - 04.2004
Senior Secretary – Manager Business Operations
National Water Commission
09.1996 - 08.2000
Administrative Assistant – General Manager Metro
National Water Commission
05.1996 - 09.1996
Secretary – District Manager (KSA – East)
National Water Commission
12.1995 - 05.1996
Secretary – Commercial Administrator (Metro Region)
National Water Commission
02.1994 - 12.1995
Secretary – Correspondence Department (Metro)
National Water Commission
12.1993 - 02.1994
Senior Accounting Clerk
Errol Flynn Estates
01.1985 - 06.1993
BSc - Administrative Management
UTECH
Certified Professional Secretary -
MSc. - Government
UWI Mona
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