Amy L. Dailey
Plattsburgh
Summary
Customer service manager with 30 years of experience in internal and external diverse areas of customer relations management, resulting in increased satisfaction and enhanced brand identity. Managed a $1.5 million dollar budget by effectively reducing costs and maintaining market leadership. Generated new practices for increasing revenue, gross profit and expanding customer base. Career success attributable to outstanding organizational skills and results driven prioritization.
Professional with robust background in customer service leadership, adept at driving team performance and ensuring high-quality service delivery. Expertise in conflict resolution, process optimization, and staff training. Known for fostering collaborative environments and achieving measurable results, adapting seamlessly to evolving customer needs and organizational goals. Strong communication and problem-solving skills, combined with proactive approach to team management.
Overview
37
37
years of professional experience
1
1
Certification
Work History
Contact Center Frontline Manager, NA-South Region
Superior Plus Energy Services
07.2025 - Current
- Promoted to Level 4 manager.
- Managing six direct reports and more than eighty indirect reports.
- North American Territory: South Region - DE, FL, MD, NC, PA, SC, TN, VA.
- Developed strategic plans to improve service delivery and customer satisfaction.
- Implemented performance metrics to monitor team effectiveness and drive accountability.
- Mentored junior managers, fostering leadership skills and promoting professional development.
- Collaborated with senior leadership to define organizational goals and align initiatives accordingly.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Improved safety understanding to assist in preventing emergent or catastrophic events.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Enhanced customer service by instituting rigorous QA/QC guidelines, resulting in fewer customer complaints.
Unified Call Team Manager
Superior Plus Energy Services
07.2022 - 07.2025
- Led a team of 30 high-level CSR's in optimizing operational workflows to enhance efficiency and service delivery.
- Created and filled a trainer position to unify the process in one call resolution.
- Implemented training programs to improve staff performance and ensure safety compliance.
- Mentored supervisors, trainers, and CSRs, fostering leadership skills, and promoting a collaborative work environment.
- Analyzed performance metrics to identify areas for improvement and drive continuous enhancement strategies.
- Coordinated cross-functional teams to align objectives and achieve organizational goals effectively.
- Facilitated regular team meetings remotely through TEAMS and in person twice per year to encourage communication, feedback, and accountability among staff members.
- Oversaw the implementation of new technologies such as Teams, CxOne/Nice, WFM, and other key value propositions to improve service offerings and increase customer satisfaction levels.
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.
Customer Service Center Manager
Superior Plus Energy Services/Griffith Energy
09.2018 - Current
- Successfully managed two Customer Service Centers, located 50 miles apart, covering territory in VT and NY, working within the realm of two state and government regulatory agencies, overseeing 8 to 18 employees. Maintained a truck fleet of 20 and oversaw 2 distillate bulk plants and 3 LP storage facilities. Within 1 year, I successfully decreased operating expenses by $125,000, delivered 3 million gallons, and exceeded the budgeted EBITDA by $450,000. Coached employees on 'The Superior Way,' which allowed for increased efficiency in the delivery of product. Highly focused on safety in all aspects of daily work. Developed marketing programs for increased customer acquisitions and retention. Developed, coached, managed, and led a high-performance, results-driven team. Coached employee performance with development plans, training, incentives, and evaluations. Recruited appropriately skilled employees for all departments of the operation.
Customer Service Center Manager
Suburban Propane
02.2015 - 09.2018
- Led a team of 20 in achieving company financial and growth goals for one of the top four propane and fuel oil companies in the nation. Managed a budget of $1.5 million and attained a 3% year-end team bonus due to gains made in the second half of the year in profitability by expanding the customer base and reducing costs. Operated a Customer Service Center (CSC) that included product distribution, storage, sales, and service.
- Monitored and assured compliance with state and government regulatory agencies. Analyzed, planned, and executed all financial and operational aspects of a CSC by managing the P&L to meet or exceed budget goals and achieve sustainable, profitable growth while directing fleet distribution and service, and customer acquisitions. Strategized to increase the customer base and achieve profitable gallon growth. Developed, coached, managed, and led a high-performance, results-driven team. Coached employee performance with development plans, training, incentives, and evaluations. Recruited appropriately skilled employees for all departments of the operation.
Central Dispatcher
JP Carrara & Sons, Inc
02.2013 - 02.2015
- Directed a team of 18-20 drivers that operated concrete mixers, concrete pumps, and tractor trailers from a central location for three operations. Ensured drivers were in compliance with all company, VT DOT and FMCA policies and procedures. Administered and approved payroll for all direct reports. Effectively scheduled for receipt and delivery of a 3-plant operation. Answered 100 calls per day for scheduling, pricing and specification requests. Assured adequate product inventory to deliver on demand. Interacted with job site coordinators to assure timely deliveries.
Office Manager & Lead Dispatcher
J.P. Noonan Transportation
07.2005 - 02.2013
- Organized 30 +/- drivers for petroleum, distillates, propane, dry bulk, flatbed and Natural Gas transportation. Managed the billing and payroll department. Certified all records for compliance with company, VT DOT and FMCA policies and procedures. Implemented a systematic process for coordination of border crossings for exportation of product from Canada. Pioneered the first Compressed Natural Gas distribution by tractor trailer. Answered 50 calls per day for scheduling, pricing and customer assistance. Managed inventory at remote customer locations assuring adequate product supply. Succeeded in administering the duties of the terminal manager during all absences. Administered employee benefits and new hire paperwork for off-site HR Dept. Responsible for petty cash funds reconciliation.
Office Manager
Allstone Corporation
07.2004 - 07.2005
- Managed all office operations for a 3 quarry, dimensional stone business with 20 employees. Oversaw state and federal DOT compliance for vehicle fleet, permitting, licensing, contracts and bids for all trucking needs. Facilitated all human resource functions inclusive of the hiring process for the “Migrant Workers Program”. Processed all A/R, A/P and payroll. Prepared yearly W2’s, W4’s, and quarterly tax filings using QuickBooks. Created the sales & marketing literature, and newspaper print advertisement. Designed company Website by writing all descriptions of product and service and included my personal photos of products in use.
Patient Care Technician II/LNA
Dartmouth Hitchcock Medical Center
01.2002 - 04.2004
- Provided patient care in the Neurosurgical Unit and for Same Day Surgery. Specialized in phlebotomy. Responsible for assisting with patient care: bathing, wound dressing, taking vital signs, charting and assistance with walking, dressing and using restroom for a patient load of 5 to 25 on a daily basis. Performed secretarial needs as requested.
Customer Sales & Service Representative/Collections
TDS Telecom
07.1998 - 01.2002
- Managed a one-person Customer Service Center for 1.5 years. Relocated after company consolidation and pioneered a three person collection team responsible for reducing loss by 18% in 3 months by utilizing highly proven collection techniques. Provided representation for US Cellular and Dish Network.
Lead Customer Service Advocate
VTel/GTE/Contel
06.1988 - 06.1997
- Appointed as a Working Leader to assist 20 Customer Advocates during a merger/acquisition from Contel to GTE, and again from GTE to VTel. Held positions in various departments, including Customer Advocate, Collections Advocate, Facilities Assignor, Dispatcher, and Trainer. During the merger from Contel to GTE, I spent 2 months working in the collections department in NY to train representatives on the best collection procedures and policies.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Trained new team members on customer service protocols and best practices.
- Collaborated with cross-functional teams to enhance customer experience initiatives.
- Implemented process improvements that increased response times for customer requests.
- Managed high-volume call environment while maintaining service quality standards.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
Education
AA Degree - Liberal Arts (Business Focus)
Community College of VT
Vermont Associate of Science - Nursing
Community College of VT
RemoteSkills
- Team Development & Leadership
- Decision-making
- Verbal and written communication
- Complex Problem-solving/analysis
- Analytical/Strategic Thinking
- Effectively Utilize Metrics/KPIs
- Leading Change Initiatives
- Operations management
- Customer relationship management (CRM)
- Workforce management/Schedule preparatio
- Coaching and mentoring
- Change management
Certification
- CDL – Class B, Hazmat & Tanker Endorsements - Current
- CEPT Certified – 1.0, 2.2 & 2.4 - Current
- Licensed Nursing Assistant (VT & NH) 2001-2004
- EMT-B (VT & National Certification) 2000-2002
- First Responder 2000
Timeline
Contact Center Frontline Manager, NA-South Region
Superior Plus Energy Services
07.2025 - Current
Unified Call Team Manager
Superior Plus Energy Services
07.2022 - 07.2025
Customer Service Center Manager
Superior Plus Energy Services/Griffith Energy
09.2018 - Current
Customer Service Center Manager
Suburban Propane
02.2015 - 09.2018
Central Dispatcher
JP Carrara & Sons, Inc
02.2013 - 02.2015
Office Manager & Lead Dispatcher
J.P. Noonan Transportation
07.2005 - 02.2013
Office Manager
Allstone Corporation
07.2004 - 07.2005
Patient Care Technician II/LNA
Dartmouth Hitchcock Medical Center
01.2002 - 04.2004
Customer Sales & Service Representative/Collections
TDS Telecom
07.1998 - 01.2002
Lead Customer Service Advocate
VTel/GTE/Contel
06.1988 - 06.1997
AA Degree - Liberal Arts (Business Focus)
Community College of VT
Associate of Science - Nursing
Community College of VT