Amber Suarez Email & Phone Number

Denver, Colorado, United States

Greater Denver Area

• Collaborate with the leadership team by fully supporting a team of 30 engineers to create measurable results.
• Ensure world-class customer service is being provided to all customers, internal and external in a timely manner.
• Resolving client escalations to ensure expectations are being met to the client’s satisfaction.
• Manage the schedule of 30 engineers in multiple locations, ensuring client issues are addressed immediately and all engineer resources are fully optimized.
• Lead the team by recruiting, interviewing, hiring, developing team members, and managing the team, leading to a focus on customer experience.
• Manage projects and programs through the project life cycle: Listening to understand the needs of clients, communicating those needs to our engineers, and ensuring the product exceeds the clients’ expectations within.

Denver, CO

• Oversee a team consisting of anywhere from 7 to 20 Technical Support Specialists tasked with supporting RE/MAX affiliates with technical needs around lead generation, CRM, marketing, email DNS systems and services.
• Manage the day-to-day activities of the team while responding to escalated requests in a timely, professional manner.
• Lead the recruiting lifecycle, interviewing, hiring and training new team members in a manner that set them up for success.
• Act as administrator and SME for ZenDesk CRM system.
• Take a proactive approach to coaching and training representatives in the delivery of world-class service in both one-on-one’s and in group training sessions.
• Continually analyze data to effectively drive change, identifying areas of opportunity around service level agreements, key performance indicators, client satisfaction and process improvement.

Denver, CO

• Provided RE/MAX affiliates with comprehensive support regarding technical needs around lead generation, CRM, marketing, and email systems throughout the company’s SaaS technology suite.
• Worked in collaboration with Real Estate Agents and Brokers to achieve success and demonstrate the value in the systems provided by the company.
• Served as a key liaison between vendors and clients to mitigate high level issues and to correctly identify root causes, relaying information to the clients in a timely, professional manner.o Recognized for going.

Centennial, CO

• Served as the Lead for the Quality Team, monitoring phone calls, financial transactions and written correspondence to investors and financial advisors for accuracy and compliance with strict regulations.
• Continually monitored the levels of productivity of the team, coaching team members as needed to drive increases in individual and team performance.
• Displayed a passion for world-class customer service while coaching 100+ customer service representatives in realizing the importance of service with each interaction.
• Worked in collaboration with members of the Quality Team to improve team processes, gain efficiencies and drive overall team success, increasing the team’s efficiency by 17% within three months of implementing changes.
• Designed and implemented multiple highly effective, customized quality control programs across various departments that shared knowledge and kept representatives engaged in providing world-class customer service.

Centennial, CO

• Provided exceptional customer service and comprehensive financial transaction support to consumers and high-dollar financial advisors, utilizing high levels of attention to detail to ensure accuracy. o Accurately.