Amy Baker
Cape Girardeau,MO
Summary
Results-oriented and customer-focused professional with a proven track record in education, managing customer support teams, and driving operational excellence. Drawing on experience from both the education sector and the technology industry, leveraging skills in process improvement, product implementation, operational efficiencies, and customer service.
Overview
17
17
years of professional experience
Work History
Operations Manager
Auction Technology Group, EstateSales.NET
05.2023 - Current
- 2023 Spotlight Awards "Collaborate to Win" Recipient
- Serves as product and customer knowledge expert on EstateSales.NET products and services
- Coaches and mentors Customer Support Manager and team members on an ongoing basis, holding them accountable to KPIs focused on internal training initiatives, seller product adoption, and general support and responsiveness
- Oversees Tier 2 seller support, responsible for training and onboarding customers, while highlighting features and benefits of each solution and demonstrating the win-win via the ‘shared success model'
- Develops knowledge base content, education and best practice materials for both internal teams and customers
- Owns the incident management procedure from an operational perspective, acting as the liaison between front line and technology teams, seeing things through to resolution and ensuring documentation is in place
- Partakes in the roll out of any new products or features, by establishing guides and processes, training teams and monitoring then reporting customer feedback
- Reviews and implements processes and tools to enhance efficiency and effectiveness of the team
- Works collaboratively with internal teams such as Sales, Product and Marketing, to share insights, ensure products are meeting clients' needs and expectations, and to achieve commercial targets and strategic business initiatives
Customer Support Manager
Auction Technology Group, EstateSales.NET
11.2018 - 05.2023
- Facilitated inter-department communications and collaboration to generate customer solutions and drive process improvements to increase efficiency
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Handled escalated customer complaints professionally, resolving conflicts promptly and maintaining relationships with clients.
- Liaised with marketing team to define customer outreach strategy to optimize customer engagement.
- Used data-driven insights to identify areas of opportunity, leading to more effective support strategies and ultimately boosting overall performance.
- Enhanced customer satisfaction by developing and implementing effective support policies and procedures.
- Reimagined new employee onboarding program to improve retention
Elementary Educator
Cape Girardeau Public Schools
08.2007 - 05.2016
- As a fourth grade classroom teacher and Title I Math instructor, designed creative, engaging and effective lessons based on student data, accommodations and abilities to work towards proficiency and mastery of defined skills
- Within a Title I team, piloted identifying, adopting, and implementing an online diagnostic assessment, iReady by Curriculum Associates, later to be adopted district-wide by CGPS
- Guided classroom teachers with interpreting assessment data into next-steps-for-instruction and crafting creative and effective lessons based on curriculum standards.
- Participated in district curriculum reviews to align with state standards and grade level expectations, providing lesson examples and unraveling skills.
- Compiled student assessment data into summative reports for district administrators and local school board
- As Professional Development Chair, identified needs and coordinated high-quality training workshops and experiences for all building-wide staff within budget
Education
Bachelor of Science - Elementary Education
University of Wyoming
Laramie, WY05.2007
Skills
- Client Relations
- Process Improvement
- Client and Employee Onboarding and Orientation
- Goal Setting
- Policy Development and Enforcement
- Incidents management
- Cross-Functional Communication
- Staff training/development
Timeline
Operations Manager
Auction Technology Group, EstateSales.NET
05.2023 - Current
Customer Support Manager
Auction Technology Group, EstateSales.NET
11.2018 - 05.2023
Elementary Educator
Cape Girardeau Public Schools
08.2007 - 05.2016
Bachelor of Science - Elementary Education
University of Wyoming
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