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Amber Sutherland Email & Phone Number
Senior Principal Professional Services Consultant - WFM, QM, STA
at
Genesys
LinkedIn matched
✓ Verified May 2026
3 data sources
Profile completeness 86%
Current company
Role
Senior Principal Professional Services Consultant - WFM, QM, STA
Location
Angle Inlet, Minnesota, United States
Company size
Who is Amber Sutherland? Overview
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Quick answer
Amber Sutherland is listed as Senior Principal Professional Services Consultant - WFM, QM, STA at Genesys, a company with 8432 employees, based in Angle Inlet, Minnesota, United States. AeroLeads shows a matched LinkedIn profile for Amber Sutherland.
Amber Sutherland previously worked as Senior Principal Professional Services Consultant - WFM, QM at Genesys and Senior Manager, WFO Operations at Zoro Us. Amber Sutherland holds Bachelor Of Business Administration (Bba), Business Administration And Management, General from Upper Iowa University.
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Genesys
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Profile bio
About Amber Sutherland
As a dedicated and energetic Business Operations Leader, I approach every endeavor with a contagious enthusiasm for creating positive transformations. Thriving on collaboration and driven by a deep-rooted commitment to seeing others succeed, my career journey is defined by a genuine passion for igniting change. My proficiency in project planning, data analysis, and change management consistently fuels operational excellence across diverse roles. From guiding high-performing Workforce Management teams and achieving exceptional performance metrics to streamlining processes and nurturing cross-functional collaboration, my career is a testament to my dynamic approach. What truly sets me apart is my innate ability to turn strategic vision into tangible results, all while fostering an unwavering dedication to elevating the customer experience. I pride myself on being a catalyst for positive change, a driver of results, and a collaborator who thrives in helping teams shine. My journey is a blend of vibrant leadership, transformative initiatives, and a commitment to achieving remarkable outcomes.
Current workplace
Amber Sutherland's current company
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Genesys
12 roles
Amber Sutherland work experience
A career timeline built from the work history available for this profile.
Senior Principal Professional Services Consultant - Wfm, Qm
Current
Mar 2024 - Present
Senior Manager, Wfo Operations
Oversaw and developed strategic initiatives for the growth of support operations in Business Systems, Workforce Management, Learning and Development, Quality Assurance, and Reporting.Directed strategic initiatives focused on process optimization, system automation, and the enhancement of customer experiences within customer support and internal tools.
Feb 2022 - Mar 2024
Program Manager Workforce Management
Led end-to-end, including planning, development, execution, and implementation and administration of WFO Calabrio/Teleopti and Five9 to ensure smooth transition from Verint. Developed project charters, comprehensive project plans, and proactively identified and mitigated potential risks to ensure project success.Developed and implemented long-term.
Jun 2021 - Mar 2022
Manager, Continuous Improvement
Reported to the Sr Manager, Continuous Improvement, Quality and Training; responsibilities included identifying and implementing process optimization, system automation and initiatives that enhance the customer experience. Collaborated across multifunctional teams to define business requirements and deliver innovative solutions. Orchestrated end-to-end.
May 2019 - Jun 2021
Remote Customer Service Manager
Feb 2017 - May 2019
Senior Manager Customer Service
Managed daily operations and supervised a team of six Supervisors, overseeing 95 team members across Customer Support, Technical Product Support, and Warehouse Operations.Spearheaded the establishment of the company's inaugural remote workforce, introducing coverage redundancy, and developing streamlined processes for remote hiring, training, and onboarding
Aug 2015 - Feb 2017
Customer Service Supervisor
Established and shaped the foundational structure of the Customer Service organization, playing a pivotal role in its growth and evolution.Led the development and implementation of hiring and onboarding processes for department personnel, ensuring smooth integration and alignment with organizational objectives.Defined, monitored, and managed departmental.
Sep 2012 - Aug 2015
Customer Service Sales Team Lead
Dec 2010 - Sep 2012
Customer Service Training Process Administrator
Established effective departmental communication to keep Customer Service Representatives (CSAs) well-informed about processes and changes. Additionally, developed and conducted training sessions for system upgrades and refresher courses. Conducted Quality Assurance assessments, offering constructive feedback and suggestions to enhance the customer.
Jun 2009 - Dec 2010
Customer Service Coverage Rep
Managed and mentored a team of night Customer Service Representatives (CSRs) to consistently deliver exceptional customer service. Strategically delegated tasks to streamline operations, minimize workload carryover, and meet performance targets. Proficiently utilized AVAYA software to monitor and optimize phone staffing. Provided guidance and solutions to.
Jun 2008 - Jun 2009
Customer Service Representative
Jul 2007 - Jun 2009
Team & coworkers
Colleagues at Genesys
Other employees you can reach at genesys.com. View company contacts for 8432 employees →
TL
Teresa Lima
Colleague at Genesys
São Paulo, São Paulo, Brazil, Brazil
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MM
Matthew Mcnew
Colleague at Genesys
Indianapolis, Indiana, United States, United States
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KS
Katherine Seo
Colleague at Genesys
Boise, Idaho, United States, United States
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MA
Mukunthan Alagarsamy
Colleague at Genesys
India, India
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TK
Tommy Kearns
Colleague at Genesys
Galway, County Galway, Ireland, Ireland
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KE
Kumbesh E
Colleague at Genesys
Chennai, Tamil Nadu, India, India
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SB
Shane Bruggeman
Colleague at Genesys
Noblesville, Indiana, United States, United States
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KJ
Kate Jung
Colleague at Genesys
Greater Philadelphia, United States, United States
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VK
Vinod Kumar
Colleague at Genesys
Bengaluru, Karnataka, India, India
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DP
Diego Palmieri
Colleague at Genesys
Miami, Florida, United States, United States
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Teresa Lima
Colleague at Genesys
São Paulo, São Paulo, Brazil, Brazil
View →
MM
Matthew Mcnew
Colleague at Genesys
Indianapolis, Indiana, United States, United States
View →
KS
Katherine Seo
Colleague at Genesys
Boise, Idaho, United States, United States
View →
MA
Mukunthan Alagarsamy
Colleague at Genesys
India, India
View →
TK
Tommy Kearns
Colleague at Genesys
Galway, County Galway, Ireland, Ireland
View →
KE
Kumbesh E
Colleague at Genesys
Chennai, Tamil Nadu, India, India
View →
SB
Shane Bruggeman
Colleague at Genesys
Noblesville, Indiana, United States, United States
View →
KJ
Kate Jung
Colleague at Genesys
Greater Philadelphia, United States, United States
View →
VK
Vinod Kumar
Colleague at Genesys
Bengaluru, Karnataka, India, India
View →
DP
Diego Palmieri
Colleague at Genesys
Miami, Florida, United States, United States
View →
4 education records
Amber Sutherland education
Bachelor Of Business Administration (Bba), Business Administration And Management, General
Upper Iowa University
Certified Workforce Planning Professional, Workforce Management
International Customer Management Institute
Yellow Belt, Lean Six Sigma
Associates Degree, Leadership Development
FAQ
Frequently asked questions about Amber Sutherland
Quick answers generated from the profile data available on this page.
What company does Amber Sutherland work for?
Amber Sutherland works for Genesys.
What is Amber Sutherland's role at Genesys?
Amber Sutherland is listed as Senior Principal Professional Services Consultant - WFM, QM, STA at Genesys.
Where is Amber Sutherland based?
Amber Sutherland is based in Angle Inlet, Minnesota, United States while working with Genesys.
What companies has Amber Sutherland worked for?
Amber Sutherland has worked for Genesys, Zoro Us, and Grainger.
Who are Amber Sutherland's colleagues at Genesys?
Amber Sutherland's colleagues at Genesys include Teresa Lima, Matthew Mcnew, Katherine Seo, Mukunthan Alagarsamy, and Tommy Kearns.
How can I contact Amber Sutherland?
You can use AeroLeads to view verified contact signals for Amber Sutherland at Genesys, including work email, phone, and LinkedIn data when available.
What schools did Amber Sutherland attend?
Amber Sutherland holds Bachelor Of Business Administration (Bba), Business Administration And Management, General from Upper Iowa University.
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