Amber Bills

Responsible for planning, coordinating, directing and managing all day-to-day operation with service technicians, administrative staff, and vendors (warranty and non-warranty related) located in DFW, Austin/San Antonio and Houston areas to maximize completions, minimize days out to meet customer schedules and provide exceptional customer service to deliver services on time.

• In charge of dispatching and routing technicians to service, repair and maintain fitness equipment.

• Conduct in-depth market research and analysis to understand customer needs. Develop and implement customer service policies, procedures, and standards to meet organizational KPI’s and enhance the overall customer experience.

• Mitigate conflict to advocate for a positive constructive environment.

• Retain and grow relationships with manufacturer ambassadors for continued warranty related work orders outside of typical clientele.

• Articulate performance objectives, monitors in office staff performance, provides feedback and conducts performance reviews. Analyze field technician performance scorecards to identify areas for improvement and training needs. Enforce safety compliance and conduct regular training sessions to uphold the highest safety standards. Oversee the management of vehicle maintenance schedules to ensure all company vehicles are in top condition and compliant with regulations. Partner with compliance specialist to ensure compliance with field operations, including manage of labor reports, GPS tracking, and driver safety rankings.

• Drive supply chain activities to meet customer requirements and department objectives including assisting with resolution of component shortages. Receives all incoming shipments of supplies, fitness equipment parts, and tools with delivery to the facility Receiving area in an efficient and quick way. Confirms and validates packing list-to-purchase order matching for condition of products, catalog numbers, quantities, descriptions, and sizes of items

Coming on board as an Entry Level Tax Examiner learning the ins and outs to the property tax industry. Learning curves ranging from delinquent tax suits to abstracting acreage tracts. This knowledge, plus my will to improve, curated me into a leadership role.

Responsible for the development of team supervisors within a complex call center environment. Ensuring call quality from start to finish, and pro-actively seeks ways to improve the internal processes and results program-wide. Conduct regular business meetings with Site Director to manage metrics, set performance criteria, policies and procedures to improve call center productivity continuously. Drive a culture of accountability, continuous improvement, and personal excellence.

• Became the lead “go-to” person for escrow officers and particularly challenging orders as one of the company’s mentors (i.e. tax suits, judgements, tax sale, struck off properties, etc.). Comprehension of commitments, surveys, tax maps, field notes and plats.

• Proactively deflect and resolve conflict between employees and colleagues.

• Participated in Star12 Leadership courses to further educate and diminish perpetuating unhealthy work-related habits.

• Tracking and assisting with back-end IT revisions to the portal. Help resolve day-to-day technical problems with computers and office equipment that block my team from getting things done.