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
2020.06 - 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
2017.06 - 2020.06
- 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
2015.01 - 2017.06
- 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
2013.10 - 2015.01
- 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
2012.04 - 2013.05
- 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
2008.01 - 2012.04
- 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
2020.06 - Current
Operations Manager
CLC Lodging
2017.06 - 2020.06
Account Management Supervisor
CLC Lodging
2015.01 - 2017.06
Account Manager
CLC Lodging
2013.10 - 2015.01
Marketing Manager
ADESA
2012.04 - 2013.05
Marketing Representative
Promus Restaurants
2008.01 - 2012.04
Bachelor of Arts - Communications
University of Kentucky
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