pamela wallace
@pamelawallace
Customer service and collections professional who resolves billing issues and helps customers with clarity and empathy.
United StatesWhat I'm looking for
I’m a customer service professional focused on solving real customer problems—handling inbound calls and electronic communications, responding to inquiries about bills, service outages, and emergencies, and keeping interactions accurate through strong documentation.
In my recent role with Eversource Gas, I analyze and address customer questions and concerns (including high bill complaints and discrepancies), manage start/stop service requests, and provide information on safety programs and assistance options. Previously, I’ve supported customers through Barclays collections by negotiating payment arrangements, resolving account disputes, and conducting risk assessments to help people get back on track.
I also bring a tax-support background from my seasonal work as a TurboTax Software Expert—providing tax advice, preparing full-service returns, performing tax calculations, and answering product/software inquiries using government resources and team expertise, all while communicating with empathy through video and audio tools.
Experience
Work history, roles, and key accomplishments
Reached donors through inbound and outbound calling for organizations including St. Jude Research Hospital, March of Dimes, and the American Red Cross. Qualified prospects and captured donation/lead information through professional donor outreach.
Verified healthcare coverage details and explained benefits by researching and adjudicating claims using electronic healthcare records and benefits tools. Coordinated with doctors, nurses, pharmacies, and insurance providers and documented case activity in CRM/health-tracking systems.
Handled inbound customer inquiries and electronic communications regarding bills, service, outages, and emergencies. Resolved billing discrepancies, processed start/stop service requests, and provided guidance on safety programs and assistance options.
Provided tax advice and full-service return preparation while addressing customers' software and product questions. Researched government resources to deliver accurate answers and documented customer interactions in records/CRM.
TurboTax Software Expert
Alorica
Mar 2022 - Apr 2023 (1 year 1 month)
Provided tax advice and performed full-service TurboTax return preparation while addressing product and software inquiries. Communicated with customers via video/audio, researched questions using government and professional resources, and maintained accurate records of interactions.
Managed inbound and outbound customer communications for delinquent accounts through calls and other channels. Assisted customers with payment arrangements, resolved account disputes, and ensured compliance with regulatory and company policies.
Education
Degrees, certifications, and relevant coursework
Lillie B. Williamson High School
High school diploma, General Studies / Honors
1997 - 2001
Grade: 3.75 GPA
Activities and societies: Inducted into the National Honors Society; graduated with honors and an academic endorsement.
Graduated with honors from Lillie B. Williamson High School in 2001.
Lillie B. Williamson High School
General Studies / Honors Courses
Grade: 3.75 GPA
Activities and societies: Inducted into the National Honors Society.
Graduated with honors and an academic endorsement from Lillie B. Williamson High School.
Jackson State University
Psychology / Business
Completed some college coursework in Psychology/Business at Jackson State University. Plans to return online in 2026 to finish.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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