Amanda Altoro-Burnett
Olathe,KS
Summary
Seasoned Bilingual Operations Manager and talented leader with 10+ years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Fraud Operations Manager
Charter Communications
01.2019 - 08.2023
- Strategized and managed operational processes, establishing balance between performance metrics, staff capacity, and innovative communication technology
- Expanded existing fraud prevention strategies and optimized them for long-term value, engaging collaboratively with customer-facing teams throughout organization
- Systematized operations by developing and implementing Standard Operating Procedures (SOPs), driving process improvements, expanding knowledge base, and identifying opportunities for automation
- Leveraged expertise in fraud and customer validation processes to provide comprehensive coaching to team members, boosting their investigative skills and decision-making abilities
- Optimized financial resources by continuously refining predictive staffing models to accommodate changes in workload and budget constraints.
- Increased profit by streamlining operations.
- Fostered strong relationships with cross-functional teams throughout operations, product, and engineering departments to support seamless operation and execution of business strategies
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization. Led hiring, onboarding, and training of new hires to fulfill business requirements.
- Analyzed and reported on key performance metrics to senior management.
Business Account Manager
Sprint
01.2018 - 01.2019
- Provided technical support on a range of portable technology products including phones, tablets, asset tracking, and portable solutions for businesses ranging in size from 5 to 1000 employees
- Tailored customer service experience for each client and managed a client base of 300-450 businesses at a time.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Built relationships with customers and community to establish long-term business growth.
Store Manager
Sprint
01.2013 - 01.2019
- Oversaw the daily operations of a $2M store with 13 employees
- Improved customer service ratings by 25% with improved training for employees
- Managed profit/loss and decreased operational expenses by 30%
- Provided technical support on a range of portable technology products
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Ensured that all members of staff were able to assist customers with detailed explanations of service plans including pricing, exemptions, and any limitations
- Tracked sales progress, analyzing, monitoring, ordering, and maintaining target inventory levels as necessary
- Planned, managed, designed, and implemented store merchandise displays, layouts, and department resets.
Customer Service Associate
Farmers Insurance Exchange
01.2011 - 01.2013
Total Loss Specialist
Farmers Insurance Exchange
01.2009 - 01.2011
Unit Secretary
University of Kansas Medical Center
01.2009
Sales Associate
Comfort Plus Shoes & Footcare
01.1999 - 01.2008
Education
Bachelor of Arts - Spanish & Business Administration
University of Kansas
Lawrence, KS12.2008
Skills
- Performance Reporting & Monitoring
- Organizational & Performance Management
- Workflow Optimization & Process Improvement
- Data Analysis & Problem Solving
- Team Leadership & Cross-Functional Collaboration
- Project Planning and Development
- Employee Motivation
- Process Improvements
Websites
Certification
- Anschutz Scholarship Recipient
- Certificado de Competencia en Cursos Internacionales
Cooking
Cooking is an expression of my appreciation for life and family.
Languages
Spanish
Native or Bilingual
Timeline
Fraud Operations Manager
Charter Communications
01.2019 - 08.2023
Business Account Manager
Sprint
01.2018 - 01.2019
Store Manager
Sprint
01.2013 - 01.2019
Customer Service Associate
Farmers Insurance Exchange
01.2011 - 01.2013
Total Loss Specialist
Farmers Insurance Exchange
01.2009 - 01.2011
Unit Secretary
University of Kansas Medical Center
01.2009
Sales Associate
Comfort Plus Shoes & Footcare
01.1999 - 01.2008
Bachelor of Arts - Spanish & Business Administration
University of Kansas