Amy Grochowski work email
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Amy Grochowski personal email
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Experience in industries including: Financial Services and Insurance (15 years combined), Customer Experience BPO (10 years combined, both customer and as outsourcer), Subscriber (utility) Services, Telecom (5 years combined), E-Commerce (5 years - multi-channel contact center management and backend OPS systems) and Manufacturing (6 years) Proven success in cross-functional leadership, goal setting, and the strategic design of team and individual goals and KPI's; automating processes, and creating customer service quality programs pointed toward business growth and reduction in cost; improving customer experience and creating customer loyalty/retention, reducing employee turnover by coaching, career coaching and building engaged teams.*Experience working in complex customer service organizations, BPO, on/off shore, multiple physical locations, multichannel contact centers, sharing processing and call volume, including merging or separating work, designing disaster recovery scenarios, and managing remote employees. *Experience working with and selecting vendors/applications, systems needs analysis, process improvement, UAT, hardware/software implementation. *Experience using ticketing systems, ERP, CRM, and HRIS products and other applications including: Syteline, SalesForce, SuccessFactors, Towers-Watson My HR, Workday, Office 365, Science Logic, AS400, NICE, ADP, Remedy, Nagios, Taleo, Jira, etc.
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Director Of Customer ServiceSter SeatingExton, Pa, Us
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Program ManagerUnited Safety & Survivability Corporation Apr 2022 - PresentExton, Pennsylvania, UsManager of Account Management team for North American OEMs and Transit Agency customers on the passenger seating product line. Working cross-functionally with leaders throughout the organization to identify automation opportunities and create processes that address and resolve challenges. Setting appropriate customer expectations for shipment dates. Working with Sales and Operations to forecast orders and plan production dates. -
Account ManagerUnited Safety & Survivability Corporation Nov 2018 - Apr 2022Exton, Pennsylvania, UsManage OEM bus builder accounts for large and small OEMs for new production units and aftermarket part replacement or retrofit orders. Liaison between engineering, the customer, production, and occasionally vendors. Process orders into ERP. Process warranty orders and liais with OEM plant quality to assess warranty issues. Place and follow up on purchase orders to vendor. Provide support to team member who require training or assistance with orders or customer contact.
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MemberVistage Worldwide, Inc. Jan 2022 - PresentSan Diego, California, UsAs a Vistage member, I am committed to elevating my company and my community. Vistage is the world’s largest CEO peer advisory and executive coaching organization and has been helping business leaders make better decisions that get better results since 1957. -
Customer Service Operations ManagerNational Fulfillment Services Sep 2017 - Jun 2018Aston, Pa, Us• Managed 24 x 7 x 365 customer contact center with a staff of 90; direct reports including: order entry personnel, the customer service escalations manager and their team, staff scheduler, and quality analyst.*Team made up of permanent/seasonal, direct hire/agency, part time/full time, on site/remote.• Set seasonal strategies for staffing, call routing, and cross training to other departments.• Create department policies. • Oversee quality program and coaching as facilitated by Training and Development. • Mitel 3300 and IVR management for call flow and skills based routing of over 70 phone queues for 20+ clients.• Design settings in IVR and ACD to meet SLAs and KPIs for department. • Partner with clients as their Account Manager to ensure client satisfaction.• Collaborate with Human Resources in recruiting functions to create a diverse and cohesive workforce (recruit, hire, PIP, coach, terminate, seasonal RIF, etc.)• Lead cross-functional projects to add value and insight to the entire operation. -
Customer Care ManagerTelesystem Oct 2015 - May 2017Northwood, Ohio, Us• Manage individuals across three functional groups including job titles: Quality Service Analyst, Enterprise Service Specialist, Customer Service Specialist.• Work in cross-functional teams to set policy and workflow between departments.• Identify opportunities to streamline processes and efficiencies.• Facilitate coaching and corrective actions.• Develop goals for Customer Care that support divisional goals for efficiency and growth.• Participate in company-wide employee engagement planning and activities. • Scheduling and staffing for 24/7/365 team.• Provide around the clock escalation support to customers.• Participate in organization wide efforts regarding culture building and employee engagement. • Attend hiring events, conduct recruiting activities, screen candidates. Build a diverse team. • Make strategic and tactical decisions for budget impacting and service related items. -
Hr Shared Services SupervisorCencora | Pharma Solutions Mar 2013 - Mar 2015Conshohocken, Pa, Us• Manage team of HR professionals in HR Service Center COE. • Teambuilding and succession planning measures (i.e. recruitment, training, development)• Provide performance feedback, career coaching, and leadership building for entire team.• Develop workflow strategy for interaction with other COE (HR Advisors, Payroll, Benefits and LOA) • Develop a customer focused team that works together to resolve customer inquiries on first contact.• Created SLAs, KPIs and metrics to show the team’s value to the organization. • Lead cross functional teams to coordinate knowledge exchange and process changes across all COE. * Resolve escalated issues/cases. * Escalate unresolved issues or trends to Leadership as appropriate. Launched brand new Human Resources Service Center. Lead team through successful integration of Workday, MyHR Portal, and companion ticketing system. -
Production Support AnalystGsi Commerce, An Ebay Company Aug 2011 - Mar 2013• Document best practices for troubleshooting system issues. • Manage SLAs for system issues and platform repair tickets for Production Support team. • Manage team inbox assignments to ensure team members active participation in workflow. • Identify trends in system issue types from one client webstore to another as part of troubleshooting. • Participate in new platform UAT testing and created documents for new team members learning the new platform. • Complete monthly webstore platform SLA reporting for the Director of Performance Management.
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Supervisor, Ip Technical SupportComcast Cable Oct 2009 - Aug 2011Philadelphia, Pa, Us• Coach and motivate a team of customer facing Technical Support Representatives. • Focus team performance on quality of service and meeting set goals for sales and call handling.• Handle customer escalations. • Work special projects as requested by Leadership.• Provide coaching and feedback on performance expectations. • Draft and deliver corrective actions. • Work with Comcast Recruiting to conduct hiring and with Comcast Human Resources to complete terminations. -
Team Leader, Call Center AnalystDxc Technology Dec 2005 - Jun 2009Ashburn, Virginia, UsUnderwriting and Onboarding Analyst 2008 - 2009Team Leader 2006 - 2008Customer Service Representative 2005 - 2006 • Handle escalations from BPO (Business Process Outsourcer) clients, Account Managers.• Coordinate with Telephony IT teams to design and implement IVR and ACD phone settings for new property insurance client. • Complete call quality reviews and conduct appropriate coaching. • Monitor queue for call volume and adjust agent skill sets in a multi-client setting. • Track and report on phone and processing SLAs. • Design and deliver local and long-distance (off-shore) training. • Build reporting for phone and work item processing SLAs. • Work in cross-functional teams to eliminate, automate, or repair broken processes.• Coordinate with CSC developers and analysts to provide feedback from users and training for users with regard to the productized GUI, websites, and service center. -
Vendor Liaison (Operations Project Analyst)Pacific Life Jul 2005 - Nov 2005Newport Beach, Ca, UsMutual Fund Outsourcer Liaison / Operations Project Analyst 2005Annuities Quality Service Analyst 2002 - 2005 Annuities Customer Service Specialist 2000 - 2002 • Provide Executive Summary regarding outsourcer work quality, trends in performance and cost to the Organization. • Draft training materials for outsourcer regarding product updates or changes. • Complete call reviews for outsourced Customer Service team. • Provide one-on-one coaching and efficiency training to new team members.• Work in cross functional teams throughout the organization to plan for future needs from outsourcer. • Provide project support to Annuity group. • Work with Annuity Operations to plan for product changes, conduct training, create documentation. -
Quality Service AnalystPacific Life Jul 2002 - Jul 2005Newport Beach, Ca, Us• Complete random sample, timed sample, and specific call types of call reviews and document results.• Complete monthly Executive Summary reporting on error rates, trends, and challenge points.• Work closely with Dalbar (www.dalbar.com) to receive updates on industry standards and update a dynamic call criteria document to match the changing needs of the customer base.• Conduct “call coaching” and “efficiency training” of at risk employees.
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Customer Service SpecialistPacific Life Jul 2000 - Jul 2002Newport Beach, Ca, UsJuly 2000-July 2005Title: Customer Service SpecialistResponsibilities:• Handling up to 100 inbound calls per day from Registered Representatives, Annuitants, other department employees.• Mentoring new hires in on-the-job training and assisting Training Team in classroom situations.• Participating in divisional projects and cross training for all business units in Operations.
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Insurance AgentInsurance Agency Jan 1995 - Jul 2000Licensed in Property,Casualty and Life,Accident,Health and Fixed Annuities
Amy Grochowski Skills
Amy Grochowski Education Details
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Capella UniversityBusiness Administration - Management And Leadership - Summa Cum Laude -
Delaware County Community CollegeGeneral
Frequently Asked Questions about Amy Grochowski
What company does Amy Grochowski work for?
Amy Grochowski works for Ster Seating
What is Amy Grochowski's role at the current company?
Amy Grochowski's current role is Director of Customer Service.
What is Amy Grochowski's email address?
Amy Grochowski's email address is am****@****oup.com
What schools did Amy Grochowski attend?
Amy Grochowski attended Capella University, Delaware County Community College.
What skills is Amy Grochowski known for?
Amy Grochowski has skills like Call Centers, Management, Customer Service, Customer Retention, Leadership, Team Building, Technical Support, Coaching, Project Planning, Vendor Management, Microsoft Office, Cross Functional Team Leadership.
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