Amy Grochowski Email & Phone Number

Exton, PA, US

Exton, Pennsylvania, US

Manager 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..

Exton, Pennsylvania, US

Manage 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.

San Diego, California, US

As 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.

Aston, 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.
• 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.

Northwood, 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.

Conshohocken, 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.

• 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.

Philadelphia, 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.

Ashburn, Virginia, US

• Underwriting 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.

Newport Beach, CA, US

• Mutual 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.

Newport 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.

Newport Beach, CA, US

• July 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.

Licensed in Property,Casualty and Life,Accident,Health and Fixed Annuities

Bachelor’S Degree, Business Administration - Management And Leadership - Summa Cum Laude

Associate Of Science - As, Business/Commerce, General