Spotlight: Pamela Adorno, Contact Center Mgr

The Acuity Spotlight is our way of highlighting some of the incredibly talented individuals that we’re lucky enough to have on our team. At Acuity, we value diversity and inclusion, focusing our attention on bringing candidates onboard who have a wide range of backgrounds and experiences. Our mission is to build enduring relationships that provide secure, stable, and long-term predictable outcomes, and we are grateful for the men and women of Acuity who embody our corporate values in everything they do.

Tell us a little about your professional background.

I have been in customer service for over 20 years. Most of my professional experience has been spent with telephone companies such as AT&T and Apple.

What does your job at Acuity International entail?

I am the Contact Center Manager, supporting the MMS programs and contract scheduling efforts, for both incoming and outbound call campaigns. I collaborate with interdepartmental groups on a regular basis to ensure that contracts are being properly executed. On a daily basis, I oversee the phone queues and monitor call center dashboards, generating data on our call center (wait times, etc.) to help senior leadership determine pricing for future business proposals. A primary focus for me this year is to implement a new telephone system and work to ensure the call center team is making a strategic impact. Creating a positive environment that is customer service-centric is what I pride myself in.

What are you seeing that’s different in the workplace now vs. when you first started out?

It was evident that Acuity was continuing to grow very rapidly, and it was comforting to know that our leaders were all advocates for change. More and more companies (Acuity including) are adapting to the needs of their employees in response to COVID-19. Whether that’s flexible schedules or remote work, employers are understanding the new normal.

Who are some of the most influential people in your personal and/or professional life?

In my personal life it would be my mother, Claire. She instilled a good work ethic and is still my biggest cheerleader today. Professionally it would be my Director Katie Tennis, she taught me to remember the human side of our workforce and to show compassion and grace in times of uncertainty.

What are you passionate about?

Vacations! I love to travel and am eager to visit different places around the world. A motto I live by is “live life to the fullest”. It is very important to me to have a life that I enjoy. Happiness is a choice and I choose it daily.

How can we help shed light on the importance and meaning of Women’s History Month?

The number of women in leadership positions is significantly higher than it was just a few years ago, and it’s still growing today. As women, it is our job to continue to try to empower and respect women both personally and professionally by highlighting their accomplishments.