Amber Sutherland Email & Phone Number

Angle Inlet, Mn, Us

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, Five9, Verint, Shelf and Calabrio. Implemented IVR solutions and workforce management automation, resulting in a 15% increase in support… Show more 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, Five9, Verint, Shelf and Calabrio. Implemented IVR solutions and workforce management automation, resulting in a 15% increase in support team productivity, enhancing customer response times and satisfaction levels while promoting streamlined workflows. Show less

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, short-term and real-time WFM frameworks, playbooks, and foundational processes to effectively forecast hiring needs, attrition, volume and… Show more 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, short-term and real-time WFM frameworks, playbooks, and foundational processes to effectively forecast hiring needs, attrition, volume and staffing requirements. Show less

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 project execution, identified revenue opportunities and cultivated robust relationships with key stakeholders.Managed Knowledge… Show more 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 project execution, identified revenue opportunities and cultivated robust relationships with key stakeholders.Managed Knowledge Management suite and Sharepoint site decommission project end to end for the Customer Service organization. Show less

Janesville Wi

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

Janesville Wi

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 KPIs, consistently achieving and surpassing performance targets.Fostered a positive and inclusive work environment, promoting teamwork… Show more 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 KPIs, consistently achieving and surpassing performance targets.Fostered a positive and inclusive work environment, promoting teamwork, collaboration, and open communication among team members.Provided mentorship and guidance to team members, fostering their professional growth and development. Show less

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 experience. Played a key role in training new Customer Service Representatives to ensure their skills and knowledge aligned with department… Show more 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 experience. Played a key role in training new Customer Service Representatives to ensure their skills and knowledge aligned with department objectives. Responsibilities included analyzing departmental reports to identify trends and areas requiring additional training. Furthermore, consistently monitored phone interactions, fax, and email order entries to maintain accuracy and uphold the department's quality standards. Show less

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 CSRs, handling escalated calls effectively. Implemented daily carryover reporting to monitor and optimize workload distribution.

Bachelor Of Business Administration (Bba), Business Administration And Management, General

Certified Workforce Planning Professional, Workforce Management

Yellow Belt, Lean Six Sigma

Associates Degree, Leadership Development