Amy Mack Email & Phone Number

Redmond, Washington

Portland, Oregon Area

Responsible for hiring and training team members and conducting employee evaluations.Continually working to resolve internal staffing issues and conflicts to promote good employee relations.Implement customer service performance metrics to ensure an optimal customer service experience.Slashing staff requirements by 15% while increasing productivity by 25%Support the conversion of the company website to increase sales and web presence.Technically proficient in MS Office Suite, Windows 365, Sage Act! and Business Works.

Portland, Oregon Area

Monitored and administered 20+ commercial customer accounts for a $3 Million small business. Worked with hospitals, government agencies, hospitality organizations and schools.Decreased delinquent accounts by 40%.Established relationships with new and existing clients to build a book of business and increase commercial sales by 25%.Developed creative solutions and implemented procedures to increase efficiency and profitability.Created and sent invoices and posted payments in Business Works.Handled the import of products from China, working with an international supplier to reduce costs and a regional freight forwarding company to resolve shipping issues, arrival locations and on-time delivery.

Portland, Oregon Area

Developed sales and marketing strategies to consistently increase sales and business growth. Created marketing materials to raise brand awareness among various industries.Assisted in the creation of an eBay/Amazon Sales Department.Used Sage Act! software to monitor marketing programs and track applications.Assisted with the product development and marketing of the Redi remote, a world exclusive product, which continues to bring in revenue and be an exceptionally successful product.

Portland, Oregon Area

Consistently achieved record high customer satisfaction rankings and improvements to the bottom line.Developed an maintained staff schedules for a 7 person call room.Created procedure manuals, training programs and phone scripting to improve processes and profit growth.Established long-term client relationships, built retention, and earned a reputation for delivering exceptional customer service.Used conflict resolution skills to consistently resolve customer concerns and issues in a timely manner, resulting in improved customer satisfaction ratings.

Portland, Oregon Area

Delivered exceptional customer service by troubleshooting product issues and resolving customer issues in a timely manner. Worked cross-functionally to support low staffing levels.Collaborated with team members to streamline operational processes and increase productivity.

Oregon And Sw Washington

Assisted in the restructuring of their Point of Sale (POS) system for 27 new and existing and stores.Facilitated and conducted meetings to support the design and implementation of hardware and software components.Trained staff members and developed procedural documentation to submit to senior-level management and store personnel.

Portland, Oregon Area

Focused on accounts receivable and enrollment.Processed electronic eligibility, manually updated membership records, posted premiums and reconciled accounts.Provided enrollment & billing troubleshooting skills across all customer service teams. Facilitated bi-monthly billing & enrollment meetings.Provided customer service to both members and employer groups with an emphasis on education and process improvement. Acted as team liaison utilizing facilitation and CQI tools.

Eugene, Oregon Area

Facilitated weekly function meetings involving procedure clarification and dissemination of information. Liaison between the Customer Service Center (CSC) and Account Services, Finance, Fiscal and Information Services.Coordinated testing of system updates.Managed numerous process improvement projects.Acted as Project Manager for end-of-year reporting of revenues which included designing numerous collection and reporting systems.