Pamela Finch
Owner @Pamsparty
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WORK HISTORY
Owner @Pamsparty
Wilson, NC, US
Pamsparty is a social and corporate event planning business and a full retail party supply store. To ensure the fluidity and efficiency of this business, my job is to train, communicate and coach staff effectively to meet customers’ needs; Assess training needs through surveys, interviews with employees, focus groups, or consultation with managers, instructors, and customer representatives. Obtain, organize, and develop training procedure manuals, guides, or course materials, such as handouts or visual materials. Plan, market and coordinate sales, merchandising and budgeting; Obtain solid information pertaining to customers expectations for quality and value to determine and maintain value-added and non-value added processes; utilize metrics that maintain quality and ensure competitiveness. Evaluate effectiveness of personnel policies or practices. Manage project execution to ensure adherence to budget, schedule, and scope. Update professional knowledge; Develop detailed project plans. Coach staff to proactively manage to be problem sensitive with keen awareness and ability to tell when something is wrong or is likely to go wrong.We specialize in social themed events, brand recognition and business launch events for our corporate clients. We are dedicated in providing first rate customer satisfaction that is our aim and priority. Our mission is to exceed the expectation of every customer/client that we service by providing high quality products and services at competitive prices.
EDUCATION
Duke University
Professional Event Development Certificate
North Carolina State University
Continuing Education, CompTIA A+ Certification Hardware, Software and Operating Systems
The University of North Carolina at Chapel Hill
Parent Education Studies Program
Caltech
Post Graduate Program DevOps
SKILLS
ABOUT PAMELA FINCH
Technical & Customer Success Manager (CSM)| 20+ yrs | Technology & Manufacturing • Healthcare • Digital Transformation | Workforce Dev | Training & Enablement| Remote-ReadyHelping organizations scale, solve complex problems, reduce errors, and turn feedback into product and process wins. Proven record delivering −45% submission time, −35% training time, −25% error rate, and +23% revenue through data-driven, people-centered improvements.IMPACT HIGHLIGHTSScaled safety platform (3Z-app): Cut submission time 45% and boosted safety metric accuracy 59% across the organization.OPERATIONAL EXCELLENCE: Standardized work to reduce training time 35% & error rates 25%.GROWTH DRIVER: Led franchise business development & partnerships delivering +23% revenue for a partner.HELP DESK ANALYST:Ran enterprise IT support for a 294-bed hospital (Wilson Medical Center) ensuring uptime, security, and clinical readiness.COMMUNITY & INDUSTRY IMPACT: Drove cross-sector initiatives (Clinical Trial Diversity, Disability Confidence Network, Employee Involvement Network).CUSTOMER SERVICE & SUPPORT LEADERSHIP: Built omnichannel support (phone, email, chat, portal) with clear SLAs, incident comms, & post-mortems-set clear response expectations, and shared simple after-action notes so we didn’t repeat mistakes.MANAGED Tier 1–3 workflows; de-escalated critical issues; partnered with engineering for root cause and prevention-Sorted issues by difficulty, calmed escalations, and worked with technical teams to find the cause and prevent repeats.LAUNCHED/MAINTAINED KBs and SOPs that improved self-service & new-hire ramp-Wrote and updated step-by-step guides and checklists that shortened training time and made answers consistent.Trained teams on empathy, accessibility, and plain-language updates.RECOGNITIONS: United Nations Invitee (2025): Bridging Innovation & Policy for Inclusive Global Development AI (AIFOD)Continuous Improvement Award (2022): 3Z-app pilot achieved 45% faster submissionsTop 10 Women in Manufacturing (2021): Innovation, Leadership, StrategyCORE COMPETENCIES:Implementation & Onboarding • UAT & Troubleshooting • SAP / EBR / ePEL • DeltaV / Jenkins / CI-CD / Kubernetes • ServiceNow / Ticketing • SOPs / cGMP / Data Integrity • Customer Success & Incident Mgmt • Training & Playbooks • CSAT / NPS / KPI Dashboards • IT Operations (Healthcare) • Process Improvement (Lean/CI) • Stakeholder Mgmt • Change Mgmt • Partnership Development • Training & Enablement LEADERSHIP & ENTREPRENEURSHIP:Founder & CEO, Connecting The Dots Technologies, LLC
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