Amanda Steele Email & Phone Number

Aurora, Co, Us

Denver, Colorado, United States

Lead and manage a team of 12 Customer Support Specialists, providing comprehensive phone, chat, and email support for customers using Vertafore Insurance Management systems. Oversee support for over 10 varying products and integrations, collaborating closely with Development and Product teams to address and resolve defects efficiently.- Facilitated team members in achieving an additional 20% progress in their career pathing accomplishments within 45 days.- Reduced backlog by 62% in 30 days through the implementation of clear expectations, detailed reporting, and gamification strategies.- Improved Average Speed of Answer by 40 seconds by implementing effective scheduling and collaboration with East Coast counterparts.- Supported A1 Prime customers via phone, email and chat with escalations, defects and enhancement requests in partnership with Development, Product and Professional Services teams.

Las Vegas, Nevada, United States

Doorstead (Startup) – Remote 2021 – 2023Workforce Operations ManagerSupervised and streamlined daily operations functions such as HR processes, including resourcing, staffing, productivity, licensing compliance, and budgeting for 100+ independent contractors across seven national markets. Manager independent contract workforce, as well as development and management of OKR's and KPI's ensuring accomplishment of set goals. Provided oversight to high-performance team for on-time completion of 10 distinct operations. Administered regular performance assessments, delivering constructive feedback and coaching to team members, enhancing skills and productivity. Executed comprehensive research and analyses, unveiling and capitalizing on market opportunities. Optimized processes and workflows by spotting and eliminating bottlenecks. Introduced strict quality control measures, ensuring adherence to set standards and regulations.Accomplishments:• Generated 50% cost savings by independent contract workforce and reduced time spent through integration of robust tooling and improvement of processes in liaison with cross-functional teams.• Modernized and led complete overhaul of Workforce program through leadership, mentorship, and enhanced professional developme nt of four associates across highly regulated environment.

Contributed to continuous operational enhancement by evaluating data, supervising KPIs, and strategically planning and executing effective solutions. Led and guided team leaders while collaborating with cross-functional team leaders to ensure accomplishment of set targets. Fostered and retained long-lasting relationships with clients to enhance business development. Orchestrated development and execution of operational strategies to drive significant business growth.Accomplishments:• Bolstered team performance by establishing and incorporating robust operating procedures along with designing and developing bespoke incentive programs.• Headed successful launch of a new program, integrating more than 270 FTE and 15+ team leaders, from October 2020 to January 2021.

Las Vegas, Nevada, United States

As a Senior Operations Manager, I directed and managed all operational activities for up to 150 employees in multi-location and multi-channel programs, including voice, email, chat, and social media. I contributed to the overall strategy, direction, and execution by providing leadership to operations managers, team leaders, and customer service representatives. Focused on the clients' vision and business goals, I led the staff in meeting the program objectives as indicated in the statement of work.

Clearwater, Florida

I assisted the Director of Operations Excellence and helped four Operations Excellence Managers create developmental action plans and special assignments. I focused on continuous process improvement and collaborated with managers and operations teams to determine strategic approaches that cultivate client relationships and enhance business, financial, and staff performance. I contributed to weekly project management plan reviews to guarantee alignment of goals.Client Portfolio: Airbnb, Booking.com, Netflix, Nike, Spotify, Ulta Beauty, Sephora, Fandango, Instacart, HomeAdvisor, SunCountry Airlines, Kraft- Heinz, Abercrombie & Fitch, and Hyundai

Clearwater, Florida

As an Operations Excellence Manager, my objective was to guarantee excellent contact center service delivery. I worked with senior leadership, operations teams, and partners to identify the root cause of issues, recommend action plans, and contribute to the strategic planning and implementation. I tracked and reported program progress to the company stakeholders to keep them apprised and seek their assistance when needed. To support continuous process improvement, I identified and developed training programs. I also monitored and controlled the organizations' policy compliance.

As the Operations Manager, I directed the daily contact center operations. I developed and executed business strategies to manage metrics, KPI's, and service levels successfully. Handling the recruitment and development of leaders, I coached, mentored, and guided team leaders to ensure goals are achieved.

I ensured that the customer service representatives in my team follow processes and deliver quality service with every customer interaction they encounter. By regularly evaluating their performances, coaching them, and scheduling them to attend training that could improve their skills, I helped maintain the program's operations standards.

My primary goal as a Customer Service Representative was to deliver responses to customer inquiries in a timely and professional manner. To supply appropriate solutions, I gathered the required information and rerouted calls to the right departments. Following processes, I ensured the delivery of high service level standards and contributed to achieving the team metrics targets.

Catering to inbound and outbound calls, I resolved simple to complex issues and recommended appropriate action plans to account holders. I also followed up with them as needed.