Amy Hilburn Email & Phone Number

United States

Phoenix, Arizona

Turning your house into a home, one beautiful renovation at a time.

Phoenix, Arizona Area

As a licensed REALTOR I helped people through the real estate process.

Phoenix, Arizona Area

As a Service Delivery Manager, I am responsible for managing the Live Chat line of business with our At Home team. This is a brand new line of business for our client, so I have partnered with our client and other departments within the company to develop processes, policies, and training materials. I have also been a main point of contact for our client, assisting with system access, clarifying system abilities, and providing demonstrations of our chat tools. I am also responsible for managing KPIs for this line of business. I do this by communicating with and developing Team Leaders. Together we evaluate the current state of the business, sharing successes and addressing areas for improvement. We develop performance improvement initiatives, focusing on the KPIs, and then track results. As part of each Team Leader's continued development, I conduct triad coaching sessions to ensure they are coaching agents in a consistent and effective manner and provide guidance when they need assistance. I am responsible for communicating our performance to the client on a daily, weekly, and monthly basis. To do this, I create combined reports that illustrate both volume and performance trends. Since being promoted, I have also managed our Phoenix, AZ and Hopkinsville, KY locations handling inbound customer service calls. I have also participated in the successful launch of 3 new lines of business including advanced member support and business to business.

Phoenix, Arizona Area

In nearly two years with TeleTech I have had the opportunity to act in several different roles. When I first began with the company, I was tasked with helping create a knowledge base that our level one voice agents would use to locate program information and processes during their interactions with customers. Shortly thereafter, I stepped in as a trainer and led a new hire training class of 20 agents. When the training was completed, I began my role as a Team Leader, which is what I was initially hired for. As a Team Leader, I was responsible for managing a group of 15-20 level one associates. I focused on their individual growth and development to help them meet and exceed client expectations. I did this through one on one coaching sessions, reviewing calls for quality assurance, live monitoring of calls, and team meetings to discuss wide-spread areas of opportunity. I provided motivation, recognition, and support by maintaining a presence on the call center floor. I was also responsible for managing their time cards and ensuring proper documentation was completed for any coaching plans or corrective actions that needed to be delivered.

As a store manager I was responsible for managing staff during shifts and interviewing, hiring, and training new associates. This involved driving sales, scheduling, and promoting customer service by leading by example. I also ordered and received supplies, reconciled inventory, and managed the store's petty cash and budget. I was required to maintain the store's appearance to company standards and report on monthly and quarterly sales data. While in this position, I was able to take the lowest performing store in the district and implement changes that led to it being the top performing store within 3 months. My store ranked 9th in the nation in sales performance.

Business Administration And Management, General

Education record

Activities and Societies: International Baccalaureate