Aimee Baisley
Buffalo,NY
Summary
Dynamic business management professional with extensive experience at Charter Communications, Spectrum. Proven success in strategic budget management and team leadership, resulting in enhanced quality assurance and effective merchandising strategies. Recognized for executing promotional strategies that drive significant growth while improving customer service initiatives. Career aspirations include fostering innovation and operational excellence within a forward-thinking organization.
Overview
29
29
years of professional experience
Work History
Store Owner
A Status Cosmetics
Buffalo, NY
03.2024 - Current
- Analyzed sales data to identify opportunities for growth.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Mitigated business risks by working closely with staff members and assessing performance.
- Created a unique shopping experience for customers by providing personalized service.
- Employed and managed vendors by negotiating deliverables, cost and expected quality.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Forecasted customer demand to set prices or credit terms for goods or services.
- Promoted business on social media platforms to maximize brand identity and generate revenue.
- Resolved customer complaints in a timely manner while maintaining a positive attitude.
- Implemented campaigns and promotions to help with developing goods and services.
Call Center Supervisor
Charter Communications, Spectrum
Cheektowaga, NY
08.2024 - 09.2024
- Identified and addressed training gaps to enhance team competency and efficiency.
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Documented changes made within the department as part of continuous improvement efforts.
- Monitored calls for quality assurance purposes.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Ensured compliance with company policies and industry regulations.
- Managed daily operations, client relations and IT.
- Directed and supervised staff performance.
- Worked with training team to maintain frontline agent and tier I and II agent product support and certification training initiatives.
- Delivered consistent one-on-one and group training sessions to help professionals improve skills and selling techniques.
Assistant Call Center Manager
Local Network Engineers
Williamsville, NY
02.2011 - 08.2012
- Coordinated with IT department to troubleshoot and resolve technical issues impacting call center operations.
- Provided feedback and coaching to Call Center Representatives on performance improvement opportunities.
- Created reports summarizing key performance indicators for upper management review.
- Resolved escalated customer complaints in a timely manner while maintaining high levels of professionalism.
- Provided technical support for agents when necessary.
- Developed and significantly grew assigned territory using strong engagement and marketing skills.
- Managed budget for call center operations, including forecasting and cost control.
Customer Service Representative
Hertz Car Rental
Cheektowaga, NY
05.2003 - 02.2011
- Maintained a high level of professionalism when dealing with difficult customers.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong customer relationships to encourage repeat business.
- Supported sales team members to drive growth and development.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
Pricing Coordinator
Wegmans
Williamsville, NY
02.1996 - 07.1998
- Implemented effective cost management processes and procedures across multiple departments.
- Prepared presentations outlining key findings from analyses conducted on various aspects of the business's pricing strategy.
- Developed strategies to effectively manage pricing structures for various products and services.
- Created marketing policies and procedures, evaluating and revising to maximize team efforts.
Education
High School Diploma -
Clarence Senior High School
Clarence Center, NY06-1996
Skills
- Business Management Expertise
- Strategic Budget Management
- Merchandising Strategy Formulation
- Promotional Strategy Execution
- Customer Engagement Tactics
- Talent Acquisition
- Team Leadership
- Quality Assurance Improvement
- Document management
- Schedule coordination
- Training coordination
- Call Quality Assessment
- Timekeeping
- Customer service focus
- Quality assurance
Accomplishments
- Charter Gold Award Recipient
- Employee of the Month Award, recognized for outstanding performance and dedication
- Distinction Recognition
Affiliations
- National Alliance on Mental Illness (NAMI) Member and Family Advocate
- Volunteer, Friends of Night People - Nonprofit organization focused on providing support to the homeless and underprivileged in Western New York (WNY)
Timeline
Call Center Supervisor
Charter Communications, Spectrum
08.2024 - 09.2024
Store Owner
A Status Cosmetics
03.2024 - Current
Assistant Call Center Manager
Local Network Engineers
02.2011 - 08.2012
Customer Service Representative
Hertz Car Rental
05.2003 - 02.2011
Pricing Coordinator
Wegmans
02.1996 - 07.1998
High School Diploma -
Clarence Senior High School