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 stated timelines. ● Functioning as an SME for the internal client management system (ConnectWise) to ensure client information, engineering resources, and work tickets are accurate and current. ● Build and maintain strong client and vendor relationships. Understanding the needs of internal and external clients to continue those relationships. ● Utilize Microsoft Office tools including Excel, Word, Outlook, Visio, and PowerPoint at an expert level. ● Create and deliver reports in both Excel and PowerPoint to executive-level stakeholders to make data-driven decisions.

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. ● Developed and led system and improvement plans to drive changes in KPIs. ● Create and deliver reports in both Excel and PowerPoint used by executive-level stakeholders to make data-driven decisions.● Build and maintain strong client relationships through an understanding of the needs of both internal and external clients to fully support and anticipate current/future business needs.● Utilize Microsoft Office tools including Excel, Word, Outlook, Visio, and PowerPoint to effectively communicate and demonstrate ideas throughout the enterprise and while working with clients and leadership.o Recognized for increasing quality scores 20% in one year.

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 “above and beyond”, working to ensure that client needs were continually met while always maintaining a QA score of 95%+.

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 processed a wide range of financial transactions, consistently achieving a 95%+ satisfaction rating. o Worked in collaboration with a number of departments while managing projects designed to make changes to current financial systems, gaining familiarity with the Agile process and quality assurance testing.