Summary
Overview
Work History
Highlights
Program Skills/Experience
Certification
Skills
Work Availability
Software
Timeline
SalesManager
Amanda Black

Amanda Black

Eagle Mountain,Utah

Summary

Results-driven Customer Care Manager with expertise in operations, workforce development, strategic planning, and e-commerce. Skilled in solving complex problems, driving customer loyalty, and improving service efficiency. Adaptable leader with a proven track record of enhancing cross-departmental collaboration, client satisfaction, and organizational quality.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Manager, Customer Support

Human Interest
Lindon, UT
09.2023 - Current
  • Lead and inspire a high-performing team of Customer Support Specialists, cultivating a culture of collaboration and accountability.
  • Created an environment of continuous improvement, consistently achieving or exceeding targets.
    Drive customer-focused initiatives to enhance satisfaction, reduce costs, and improve operational efficiency.
  • Developed and implemented departmental SOPs to ensure consistent service quality and operational excellence.
  • Collaborate cross-functionally with product, operations, account management, and other teams to resolve customer issues, and drive platform/process improvements.
  • Championed best practices, ensuring team adherence to service standards, and managing escalations with precision.
  • Monitor and manage team performance to meet SLAs, ensuring timely, accurate responses, and issue resolution.

Manager, Customer Support

SQUIRE Technologies
New York, NY
05.2022 - 06.2023
  • Created and evaluated internal and external processes for continuous improvements in support, training, QA, and onboarding for short- and long-term customer experience that resulted in measurable impact for the company.
  • Monitor team performance and provide career guidance, training, and mentorship to a growing team.
  • Worked closely with cross-functional departments to drive required changes and improve the customer experience.
  • Provided strategic insights about the customer voice to leadership.
  • Helped build a culture that inspires the entire organization to keep our customers at the center of everything we do. While motivating my team to continually evolve their individual and team competencies, and skills.
  • Managed staffing level and schedules for optimal customer support. Recruited, hired and retained top talent to continuously grow and strengthen the Support Team.
  • Acted as an escalation point for support inquires.

Concierge Department Manager

Dynamic BDC
Remote, Utah
08.2020 - 02.2022
  • Ensure a positive experience for the customer by overseeing all aspects of their experience interacting with the company.
  • Directed the execution of daily operations and productivity through staff training, supervision, and team building.
  • Worked directly with business-to-business partners to ensure that current and up-to-date operational expectations for the department are met.

Supervisor, Member Services

Jet Black
Draper, Utah
08.2019 - 04.2020
  • Supervised brand ambassadors, managing performance reviews, schedules, and KPIs.
  • Utilized conversational e-commerce technology.
  • Focused on customer service functionalities, blending logistics, human, and digital touchpoints for a direct-to-home service delivery solution.
  • Provided a members-only text-to-home personal shopping service.
  • Identified improvement opportunities, using enabling technologies like AI and voice.
  • Worked cross-functionally to implement change with engineers, quality, logistics, HR, workforce, and field service teams.
  • Spearheaded new improvements to systems and operations to track performance for the company, as well as departmental goals.
  • Won the quarterly 'Wizard' Award in Q4 2019.

Customer Care Supervisor

Jet.com/Walmart
Draper, Utah
10.2015 - 08.2019
  • Established the current team and processes for the work-from-home pilot.
  • Set high expectations with goals, continuous feedback, and accountability to meet personal, team, and company goals.
  • Achieved the company vision by motivating and encouraging growth for developing agents.
  • Oversaw the training of new team members and mentored each to promote productivity, accuracy, and friendly service.
  • Managed schedules to maximize coverage and prepare daily documentation and logs, including weekly reports detailing activities.
  • Customer Care Team Lead
  • Provided direction and guidance for the team to achieve goals.
  • Supported leadership while organizing and delegating day-to-day tasks, monitoring performance, coaching, and addressing escalated situations.
  • Ensured agents remained up to date and trained, utilizing one-on-ones.
  • Quality Assurance
  • Served as a key member in the creation of the QA department.
  • Maintained a work environment focused on quality, communication, collaboration, integration, and teamwork.
  • Supported agents by having consistent one-on-ones and training on new policies and procedures.
  • Customer Care Representative
  • Cultivated strong, value-added relationships with customers by delivering product knowledge to drive business development.
  • Reviewed account and service histories to identify trends and issues.
  • Addressed customer service inquiries quickly and accurately.

Technical Support Team Lead

Dealertrack Technologies
South Jordan, Utah
06.2014 - 10.2015
  • Provided business-to-business support and improvements.
  • Oversaw software fixes and updates.
  • Provided training and development for the department and partners.
  • Piloted a remote work team and configured employee workstations, including hardware, software, and devices.
  • Content Development
  • Gathered focused data on processes and procedures to further improve training systems and materials for internal and external use, for the purpose of possessing a consistent flow of updated information.
  • Technical Support Representative
  • Responded to assistance requests from users.
  • Directed individuals through basic troubleshooting tasks and remote training.

Highlights

  • 15 years of experience in project management, quality assurance, and manager roles.
  • Awarded Best Employee Award (2019) for exceptional performance.
  • Developed and managed staff communication materials, including policy and procedure documents.
  • Developed Work from Home and Quality Assurance setups, and coordinated remote team events and engagement activities.
  • Led workforce planning and process development for HR and company-wide guidelines.
  • Created and implemented attendance policy guidelines and tracking systems.
  • Coordinated events for remote teams, including the Utah department.

Program Skills/Experience

Salesforce, Stripe, Jira/Confluence, Messagebird, Geckoboard, Fullstory, Forethought (AI), Genie/Colabo, SQL, Workday, Sling, JustWorks, Greenhouse, Culture Amp, Looker, Asana, Betterworks, Microsoft Office, Google Applications (Sheets, Forms, Docs, Slides), Zendesk, Lessonly, Paycor, Fuse, ADP, Five9, inContact, Vonage, Ask Nicely, Stella Connect, Five9, Gainsight, Tableau, Calabrio, Excel, WebEx, Microsoft Power BI.

Certification

  • Retirement Plan Fundamentals- American Society of Pension Professionals and Actuaries- Issued Oct 2024
  • Heartsaver CPR AED Classroom- American Heart Association- Issued Feb 2024

Skills

  • Policy and procedure development
  • Risk management
  • Project planning
  • Relationship building
  • Cross-functional team management
  • Key performance indicators
  • Data analysis
  • Coaching and mentoring

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software

Salesforce

Tableau

Five9

Workday

Paycor

Stripe

Jira/Confluence

Messagebird

Geckoboard

Fullstory

Forethought

SQL

Genie/Colabo

Sling

Justworks

Greenhouse

Culture Amp

Looker

Asana

Betterworks

Microsoft Office

Google Applications

Zendesk

Lessonly

Lattice

Fuse

ADP

InContact

Vonage

Ask Nicely

Stella Connect

Gainsight

Calabrio

WebEx

Microsoft Power Bi

Timeline

Manager, Customer Support

Human Interest
09.2023 - Current

Manager, Customer Support

SQUIRE Technologies
05.2022 - 06.2023

Concierge Department Manager

Dynamic BDC
08.2020 - 02.2022

Supervisor, Member Services

Jet Black
08.2019 - 04.2020

Customer Care Supervisor

Jet.com/Walmart
10.2015 - 08.2019

Technical Support Team Lead

Dealertrack Technologies
06.2014 - 10.2015

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Amanda Black