Amanda Groff Email & Phone Number

Niskayuna, Ny

I create handmade gifts and household goods for my home-based business, Josie's Cottage.

Albany, New York Area

Troy, Ny

 Managed day-to-day operations of global Customer Service team, reporting metrics and scheduling challenges to senior management. Developed and implemented Global Customer Service methods and procedures to create single Customer Service experience globally. Created, edited and distributed documentation for Global Customer Service teams. Provided mentorship to team members in the United States and Europe.  Remotely trained new hires via Microsoft Lync and VoIP. Managed daily case management workload by delegating cases to individual team members. Managed and closed customer escalations to successful resolution. Coordinated inbound phone queue scheduling based on phone system and CRM reporting. Follow up and review of Voice of the Customer Program survey results to ensure team is providing outstanding service to clients.

Troy, Ny

 Generate revenue by sourcing new opportunities through inbound lead follow-up and outbound calls and emails. Responsible for closing contracted and non-contracted renewals. Developed new client opportunities for referral to Field Sales by researching accounts, identifying key players and generating client interest. Closed new client opportunities and managed new and existing Educational accounts including Colleges, Universities and Public School Districts. Responded to inbound inquiries from existing and prospective clients. Made outbound calls to prospective and current clients and hosted web meetings via LiveMeeting and WebEx to demonstrate solutions to clients.

B.A., Psychology, Sociology

A.A., Liberal Arts, Humanities And Social Sciences