Amy Masters Email & Phone Number

Louisville, Kentucky, United States

- Subject Matter Expert and Facilitator for national sales training and cultural change initiative; partnered with contracted training development group for creation of brand-specific content; trained and monitored implementation; ensured coaching consistency with methodologies. - Site Manager for customer service, inventory management and field communication pilot; helped create call flow and required training documentation; created new escalation processes and communication channels between call centers and the field; identified gaps in performance and documentation; developed covenants for participating teams. - Managed teams of up to 22 advanced-support agents, as well as up to 11 subject matter experts responsible for technical, sales and quality coaching; new hire support; documentation development; and escalations. - Created and facilitated leadership sessions for local management on topics including time management, effective meetings, addressing escalated calls, customer service and sales.- Subject Matter Expert for advanced topics.- Developed operational procedures including scope of support, call trending and outage escalation.- Trained support and functionality of branded security offerings; developed documentation, job aids, policy and procedure; managed project to create standardized troubleshooting flow.- Site Manager for Charter.com website improvements; managed team of special project agents responsible for developing and editing repair and support content for residential television and internet customers, holding regular focus groups to identify needs, and prioritizing all actionable items.

- Exceeded internal “fast start” criteria for client acquisition through word-of-mouth, opt-in, direct marketing and telephone marketing activities.- Trained newly-hired financial advisors on methods of lead brainstorming and classification.- Managed financial portfolios and advised on life and health insurance, budgeting, retirement planning, investment and wealth accumulation for individual clients and small business owners.

Ba, Political Science, Communication

Activities and Societies: Alpha Phi Omega National Service Fraternity, National Merit Scholar, University Trustees Scholar

Mba, Business Administration, 4.0 Cumulative Gpa

Education record