Amanda Neto Email & Phone Number

Austin, Texas, Us

Austin, Texas, Us

- Responsible for training and onboarding, performance management, communicating updates from Senior management, and managing inter-team relationships- Functioned as negotiator and translator between business needs and technology solutions, helping to createstrategic solutions to meet client success business needs- Communicated effectively to inform and influence intended audiences. Proactively networked with relevant stakeholders across Indeed to advocate for the needs and success of Quality Support in the business.- Built relationships with internal stakeholders and peer teams (e.g. Business Intelligence, WorkforceManagement, Scaled Operations, Process Improvement, Business Communications, Voice of Customer, and Business Operations Support Services teams)- Created tests and managed pilot / UAT groups to determine success and impact prior to team-wide roll-outs of new measures and / or quality support changes- Managed recurring meetings and regular communications to confirm the reported metrics, rep attribution, service levels, and department goals within the quality support initiative- Owned the development of team technology- Negotiated Quality software feature requests with external and internal Quality vendors in partnership with Quality business partner teams including Technical Business Analysts, Scaled Operations and Hire- Built custom reports in Tableau in partnership with the Service Desk and Scaled Operations teams to address the evolving needs of CS stakeholders- Performed as primary point of contact for clarification and/or resolution of any CS reported concerns in metric reporting and analysis- Collected and managed feedback and adoption for the successful roll-out of quality-related changes to business processes and / or communicatios

Austin, Texas, Us

- Responsible for all existing tasks of a Support Analyst- Act as a leader and mentor for 9 team members by leading trainings and product initiatives- Be an expert in areas of high-impact subject matter (e.g. Applicant Tracking Systems)- Handle escalation requests in order to provide Client Service representatives with speedy and quality solutions for their clients- Assist in managing and monitoring the team’s queue-based tasks while highlighting process inefficiencies and opportunities for improvement- Conduct performance reviews and regular 1:1 meetings with team members to provide coaching, mentoring, and constructive feedback to develop them professionally- Onboard and train new team members- Identify trends and successfully implement innovative ideas that positively impact Client Service representatives and their clients

Austin, Texas, Us

- Resolved a high volume of queue-based tasks with a primary emphasis on productivity, quality, and accuracy- Assisted Client Service members and Applicant Tracking Systems with account-related technical issues- Obsessed over client ROI and identified improvement and optimization opportunities to better assist our clients’ needs- Prepared training schedules and presentations, and continually trained and mentored fellow team members- Performed audits on client accounts- Completed special projects using project management skills

Austin, Texas, Us

- Diagnosed and resolved a high volume of que-based tasks with a primary emphasis on productivity and accuracy- Consulted with our sales team in regards to prospective clients- Consulted with existing clients by assisting them solve technical problems they were experiencing - Conducted research and assisted in various metric-driven projects

Project Management Certificate, Project Management

Bachelor Of Business Administration (Bba), Information Systems

Education record