Amy Stevens Email & Phone Number

Cedar Rapids, Ia, Us

Responsible for leading managers, team leads and specialists in the Member Assistance Center delivering a great member contact experience through a variety of channels including phone, email, web/live chat, video and correspondence.

Austin, Texas, Us

Lead and execute all aspects of the small business/commercial energy efficiency programs for Alliant Energy. Ensure training, program goals, marketing and communication is delivered efficiently and effectively. Achieve and exceed all goals as contracted. Manage and motivate internal and field representatives.

Achieved record-level goals of product development and cross-sales by strategically implementing process/technology improvements, and partnering with our clients resulting in a 54% sales increase.Led over 75 customer service, sales and processing personnel and managed a $4M operating budget. Generated 65 technological enhancements that provided accountability and workflow improving customer satisfaction scores to 97%. Created and implemented marketing plan and associated media including direct mail, brochures, newsletters and web site for consistent, targeted approach increasing customer base by more than 10% annually. Implemented call center metrics using Siemens phone switch and Hi Path Composer software as well as workforce demand tools for scheduling and staff optimization in the contact center. Produced monitoring forms, scorecards, bonus structures and employee and customer satisfaction surveys to allow for pay-for-performance resulting in associate promoter scores of 98% or greater for three consecutive years.

Championed six sigma projects across multiple sites resulting in Siebel’s Service implementations for enhanced performance metrics for more than 10 different units providing a single customer management resource tool for consistent reporting.Implemented a call monitoring/audit strategy for four functional areas to improve customer service, cycle time and employee feedback improving performance and associate ranking for 50 Customer Service Representatives and Collectors.President of the Cedar Rapids Elfun Chapter (employee volunteering) supporting more than six charities, including Habitat for Humanity, and increasing GE’s presence as a community oriented employer.  Co-chair of Cedar Rapids GE Women’s Network, promoting diversity and development among the workforce. Evaluated potential leaders and recommended leadership development strategies as a part of succession planning.

Boston, Ma, Us

Led 65 representatives and 4 team leaders in incoming call and transaction maintenance dedicated to servicing over 20 different leasing programs. Maintained financial budgets in excess of $3M. Implemented customer service strategies, call monitoring, call center measurements and employee leadership programs formalizing a 19 person answering service into a contact center of 65 associates.Six-Sigma Greenbelt Projects included implementation of the call center staffing technology (Blue Pumpkin), reducing full time resources to part time resources and annual savings of over $100K and IVR utilization increase (Avaya) resulting in an increase to 48% of inbound calls from 12%.Developed annual goals and strategy with 100% leadership and associate involvement.Promoted to Leader, Performance & Development due to results achieved.