Amanda Cummons
Versailles,Kentucky
Summary
Versatile Managing Director with proven abilities across all levels of organizational management. . Proven leader with significant background in contact center management.
- Proficient in multiple call center systems including NICE, Avaya, Cisco, Zendesk, Salesforce.
- Participant in DiSC Management, Prism Negotiation Training, Elevate Leadership program.
Overview
16
16
years of professional experience
Work History
Director of Operations
CLC Lodging
06.2020 - Current
- Run multiple inbound call centers and production based teams over several business lines, with roughly 300 employees under my care.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Developed systems and procedures to improve operational quality and team efficiency.
- Spearheaded change management initiatives that facilitated organizational transformations while minimizing disruption to ongoing operations.
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Monitored budget and utilized operational resources.
- Trained and guided team members to maintain high productivity and performance metrics.
- Consistently exceeded KPI's geared to ensure client satisfaction.
Operations Manager
CLC Lodging
06.2017 - 06.2020
- Oversee multiple outbound teams servicing accounts in project based and transient lodging with a leadership staff of 5 and 45 - 55 employees.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Implemented quality control systems that boosted overall product consistency and reliability.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Devised processes to boost long-term business success and increase profit levels.
- Interacted well with customers to build connections and nurture relationships.
- Analyzed and reported on key performance metrics to senior management.
Account Management Supervisor
CLC Lodging
01.2015 - 06.2017
- Manage a department of 15 - 18 Account Managers.
- Conducted regular reviews of accounts and identified areas for growth.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Developed and implemented customer service policies to enhance satisfaction.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Evaluated customer needs and feedback to drive product and service improvements.
Account Manager
CLC Lodging
10.2013 - 01.2015
- Maintain a portfolio of accounts with project based lodging needs, growing account spend year over year handling more difficult, notable accounts.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
- Educated clients on new products or services to increase customer engagement with brand.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
Marketing Manager
ADESA
04.2012 - 05.2013
- Provide construction, distribution and display marketing materials of ADESA Lexington and ADESA Birmingham auctions.
- Executed comprehensive marketing plans that consistently achieved targets for increased revenue.
- Devised content strategy to effectively engage target audiences.
- Executed search engine marketing, advertising and public relations campaigns to generate demand and sales leads.
Marketing Representative
Promus Restaurants
01.2008 - 04.2012
- Responsible for local store marketing with several different restaurants, managing marketing strategies for Cold Stone Creamery and Bd's Mongolian Grill
- Developed and implemented comprehensive marketing strategies to increase brand awareness and customer acquisition.
- Determined customers' needs and provided brand awareness and recommendations to fulfill requirements.
- Increased brand awareness by implementing targeted marketing campaigns and utilizing social media platforms.
- Responded to customer inquiries promptly and professionally to increase customer satisfaction.
Education
Bachelor of Arts - Communications
University of Kentucky
Lexington, KYSkills
- Strategic planning and execution
- Department Oversight
- KPI Tracking
- Operations Oversight
- Performance Improvements
- Business Leadership
- Data Analysis
- Goal Setting
- Leadership training
- Process Improvements
- Client Account Management
- Cost Control
Timeline
Director of Operations
CLC Lodging
06.2020 - Current
Operations Manager
CLC Lodging
06.2017 - 06.2020
Account Management Supervisor
CLC Lodging
01.2015 - 06.2017
Account Manager
CLC Lodging
10.2013 - 01.2015
Marketing Manager
ADESA
04.2012 - 05.2013
Marketing Representative
Promus Restaurants
01.2008 - 04.2012
Bachelor of Arts - Communications
University of Kentucky
Similar Profiles
Eric BursonEric Burson
Hotel Account Manager at CLC LodgingHotel Account Manager at CLC Lodging
Brandy EvansBrandy Evans
Travelliance Agent at CLC LodgingTravelliance Agent at CLC Lodging
Colton CookColton Cook
Hotel Account Management at Fleetcor/CLC LodgingHotel Account Management at Fleetcor/CLC Lodging