I wake up each morning and complete a full deck of Krypto - usually in under 10 minutes. Why? Because I love a challenge that engages the logical problem solving skills of my brain. Looking at a situation from a vast array of angles, picturing different outcomes of potential options, and prioritizing needs is the type of work I enjoy. Lucky for me, that work can be implemented into a myriad of different roles.I spent the majority of my early career in call centers, learning how to interact with customers, employees, teams, and clients. I was afforded the opportunity to explore several roles while in the call center atmosphere which allowed me to hone different skills. I learned how to truly listen to an upset customer to understand exactly what was needed to appease them. As a manager I learned that every single person operates in a different way and that in order to cater to needs, I have to be willing and able to change my approach at the drop of a hat. I know now that a team can only flourish when there is consistently open communication flowing both ways. And finally, I learned that clients will only ask you to do something that seems impossible if they have faith that you can do it, otherwise they would have gone to someone else.What I've come to understand about myself in the last 10 years is that I thrive under pressure. I welcome a quick deadline - it tells me whoever set the date is eager to get this show on the road and invested in its success. It has also taught me to embrace change and adapt to new requirements or needs in an instant. During my first two years as a Realtor, I had the amazing opportunity to help people find their perfect house. But I wanted to do more. I wanted to help them make their new house a true home. So, my husband and I started our own renovation business and began embarking on the adventure of a lifetime helping our clients create a space that is as individual, unique, and beautiful as they are.The pandemic brought about my latest career - full time teacher for a brilliant kid. Together, we're mastering the skills needed to be truly successful in the world without getting too bogged down in the nonsense. This has been my favorite job of all and I may never give it up!
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TeacherHomeschool Mar 2021 - PresentUnited States -
Co-Owner/ManagerFrom The Ashes Renovations Llc Dba Handy Dandy Daves Sep 2017 - PresentPhoenix, ArizonaTurning your house into a home, one beautiful renovation at a time. -
RealtorHomesmart Realty Mar 2016 - Feb 2024Phoenix, Arizona AreaAs a licensed REALTOR I helped people through the real estate process. -
Service Delivery Manager, OperationsTeletech Dec 2013 - Nov 2015Phoenix, Arizona AreaAs 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. -
Operations Team LeadTeletech Aug 2012 - Nov 2013Phoenix, Arizona AreaIn 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. -
Store ManagerBlockbuster Mar 2010 - Apr 2011As 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.
Amy Hilburn Skills
Amy Hilburn Education Details
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Business Administration And Management, General -
North High School
Frequently Asked Questions about Amy Hilburn
What company does Amy Hilburn work for?
Amy Hilburn works for Homeschool
What is Amy Hilburn's role at the current company?
Amy Hilburn's current role is Making the future bright!.
What schools did Amy Hilburn attend?
Amy Hilburn attended Rio Salado College, North High School.
What are some of Amy Hilburn's interests?
Amy Hilburn has interest in Poverty Alleviation, Children, Education.
What skills is Amy Hilburn known for?
Amy Hilburn has skills like Call Centers, Customer Satisfaction, Process Improvement, Management, Bpo, Team Management, Quality Assurance, Coaching, Workforce Management, Business Process Improvement, Leadership, Success Driven.
Not the Amy Hilburn you were looking for?
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Amy Hilburn
Elk Grove, Ca -
1promedialabs.com
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1yahoo.com
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4one.com.br, ksainsurance.com, onedigital.com, ksainsurance.com
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