Amanda Williamson
Ventura,CA
Summary
Results-oriented professional with significant expertise in customer service leadership. Proven ability in cross-functional collaboration and data-driven decision-making, leading to improved service standards and increased customer retention. Dedicated to promoting a culture of accountability and continuous improvement. Instrumental in transforming a small business into a $100M+ organization.
Overview
2026
2026
years of professional experience
Work History
Director of Customer Service
ODU-USA, Inc.
2019 - Current
- Provided strategic leadership to guide decision-making processes across teams.
- Partnered with executive leadership to define vision and strategy for achieving $200M revenue by 2030.
- Served as a customer advocate in executive discussions, influencing improvements to increase the service level to the customer.
- Collaborated with cross-functional teams to effectively resolve issues.
- Establish service standards and KPIs to measure and enhance customer experience.
- Cultivated a culture of accountability, collaboration, and continuous improvement.
- Implement tools, processes, and metrics to improve efficiency and response times.
- Mitigate risks to customer satisfaction and retention through proactive issue prevention.
- Contribute to corporate strategy by providing insights on customer trends and market needs.
Customer Service Manager
ODU-USA, Inc.
2014 - 2018
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Worked with cross-functional teams to achieve goals.
- Exceeded customer satisfaction by finding creative solutions to problems.
Key Account Manager
ODU-USA, Inc.
2011 - 2013
- Executed contract negotiations to secure favorable terms and strengthen client partnerships.
- Expanded account portfolio by identifying and targeting potential new customers.
- Facilitated training sessions for internal teams on account management best practices.
- Created detailed reports on account performance to inform strategic decision-making.
- Maintained thorough documentation of client interactions to ensure continuity and service quality.
- Coordinated regular check-ins with clients to discuss progress and address concerns.
- Resolved client issues promptly to maintain strong relationships and trust.
- Conducted meetings with clients to discuss their objectives, challenges, and strategies.
- Identified new opportunities for growth within existing accounts, as well as potential new customers.
- Coordinated cross-functional teams for successful execution of projects related to large scale accounts.
Cable Assembly Manager
ODU-USA, Inc.
2009 - 2010
- Prioritized tasks and managed teams throughout multiple projects.
- Assisted in developing training materials for new hires involved in the program activities.
- Managed multiple projects with competing deadlines simultaneously.
- Maintained records of all documents related to each project including specifications, change orders, invoices.
- Led meetings with internal team members, consultants and contractors.
- Forecasted, scheduled and monitored project timelines, personnel performance, and cost efficiency.
- Consulted regularly with customers on project status, proposals and technical issues.
- Executed change management activities to ensure smooth transition from one phase to another during a project's lifecycle.
Inside Sales
ODU-USA, Inc.
2007 - 2008
- Supported sales operations as one of the company’s early employees during its growth stage.
- Responsible for preparing all customer quotations, maintaining pricing accuracy, and ensuring competitive market pricing by analyzing competitor pricing.
- Partnered with planning and operations to build scalable processes, laying the groundwork for future growth.
- Delivered accurate sales forecasts, improving production planning and inventory management.
- Strengthened account relationships by resolving issues quickly and collaborating with cross-functional teams.
Education
Associate of Science -
Ventura Community College
Ventura, CASkills
- Customer service
- Team collaboration
- Problem resolution
- Process improvement
- Strategic planning
- Project management
- Training and development
- Analytical thinking
References
References available upon request.
Affiliations
Volunteer, Project Understanding – Ventura, CA (2021-2025)
Timeline
Director of Customer Service
ODU-USA, Inc.
2019 - Current
Customer Service Manager
ODU-USA, Inc.
2014 - 2018
Key Account Manager
ODU-USA, Inc.
2011 - 2013
Cable Assembly Manager
ODU-USA, Inc.
2009 - 2010
Inside Sales
ODU-USA, Inc.
2007 - 2008
Associate of Science -
Ventura Community College