Summary
Overview
Work History
Education
Skills
Timeline
SeniorSoftwareEngineer
Amy Hunter

Amy Hunter

Culpeper,VA

Summary

Newly acquired scrum master certification with a very good knowledge of the Scrum Guide and Agile methodologies. Strong interpersonal skills and poise when communicating with individuals and groups. Demonstrated project support skills and experience including understanding of project management principles and techniques. Exceptional verbal and written communications skills; engaging interpersonal skills. Superior organizational skills, project management skills, and attention to detail. Excellent written and verbal communication skills with strong abilities to make public presentations.

Overview

23
23
years of professional experience

Work History

People Development Manager

Swift
Culpeper, VA
03.2022 - Current
  • Managed multiple projects for Customer Support to ensure that all KPI's are met.
  • Demonstrated exemplary presentation and facilitation skills.
  • Responsible for managing learning and development of global division.
  • Monitored status of up to 40 team member's project tasks and deliverables to ensure projects stay on track against timeline.
  • Maintained and tracked records on staff training efforts and certifications.
  • Created environment where employees are motivated to achieve organization's goals and their own personal development goals.
  • Developed and integrated weekly training program that qualified over 80 engineers to job standards.
  • Managed new hire onboarding process involving products and services training, developing manuals, coordinating scheduling and overseeing reporting of assessments.
  • Created meeting agendas and recorded meeting minutes to be distributed to team members and project managers.
  • Created designated training days for staff to adhere to only a biweekly basis.
  • Coordinated multiple tasks for global team in regard to staff reward and recognition initiatives.
  • Analyzed effectiveness of training classes and coaching sessions
  • Coordinating events globally and ensuring all achievements are met.
  • Built global view on what training and certification needs are required and ensuring career paths are designed for growth and advancement.
  • Created staff skills matrix analysis for 125 staff members in our global offices in U.S., Belgium and Hong Kong

Project Manager

Swift
Culpeper, VA
05.2017 - 03.2022
  • Managed internal projects for Customer Support Americas in liaison with Support Engineers.
  • Provided framework and standard structure for objectives and milestones for project plans.
  • Provided project administrative support to (3) project managers including handling 10-20 jobs at any given time.
  • Planned all internal / external events from start to finish.
  • Ensured that all measures are taken for events to stay within budget.
  • Provided senior leadership with progress & dashboards.
  • Analyzed statistical call and problem reporting for weekly monitoring.
  • Tracked and reported on deliverables of premium customers.
  • Updated Process and Procedures quarterly.
  • Ensured department KPIs were met.
  • Contacted and arranged logistics for all Field Services assignments for engineers.
  • Maintained all Contractor and Vendor POC.
  • Ensured that Budget and Purchase Orders were tracked and updated.
  • Lead Special Projects in regard to customer campaigns and projects.
  • Organized Quarterly engagements with community with focus Children & Education.
  • Ensured all department e-dockets and reporting are executed and accurate.

Senior Management Assistant

Swift
Culpeper, VA
07.2008 - 05.2017
  • Manage incoming communications, screening correspondence, e-mail and telephone calls according to manager's and department's priorities. Deal with queries and inquiries within established guidelines or refer to appropriate party. Where appropriate, act as focal point and filter for internal or external visitors.
  • Managed calendars for scheduling meetings and multiple conference rooms.
  • Work in SAP application for budgeting and staff training coordination
  • Prepare and maintain yearly schedule for 32 employees on daily basis.
  • Create purchase requisitions for departmental equipment needs.
  • Route and answer routine correspondence not requiring manager's attention, prepare more complex correspondence for approval by team leader, draft and type material often of technical/confidential nature.
  • Collect and prepare appropriate material for reports, meetings, presentations and conferences within procedures.
  • Prepare presentations for meetings.
  • Organize and maintain files of manager's and department's correspondence and records, following up on pending matters.
  • Plan and organize logistics internal and external events for department.
  • Perform specific duties of administrative or technical nature related to manager or department activity.
  • Manage manager's agenda and coordinate arrangements for variety of internal and external meetings, travels and accommodation.
  • Demonstrate awareness of policies, processes and procedures and suggest improvements where appropriate.

Senior Customer Service Engineer

Swift
Culpeper, VA
06.2004 - 07.2008
  • Worked independently to resolve technical problems.
  • Retain ownership of case through immediate resolution or escalation in accordance with Service Level Agreement (SLA), incident and crisis management procedures/process.
  • Recognized for outstanding performance in maintaining KPIs (Key Performance Indicators)
  • Worked with mentorship program to train new employee.
  • Pioneered innovative employee performance initiatives including additional vacation time and luncheon vouchers.
  • Participated in problem and resolution analysis; hold responsibility for analyzing activities.
  • Maintain complete documentation for all incoming calls and follow call-handling and problem resolution protocol.
  • Respond to customer inquiries by performing help desk functions, and direct support for complex problems to senior team members.
  • Keep customers informed of area / project status, including progress, achievements, and other related issues.

Customer Service Engineer

Swift
Culpeper, VA
11.1999 - 06.2004
  • Recognized for outstanding performance in maintaining KPIs (Key Performance Indicators) and rewarded as one of top five analysts making and receiving customer calls.
  • Pioneered innovative employee performance initiatives including additional vacation time and luncheon vouchers.
  • Participated in problem and resolution analysis; hold responsibility for analyzing activities.
  • Maintain complete documentation for all incoming calls and follow call-handling and problem resolution protocol.
  • Respond to customer inquiries by performing help desk functions, and direct support for complex problems to senior team members.
  • Keep customers informed of area / project status, including progress, achievements, and other related issues.
  • Present progress reports regarding caseloads and issues to project manager and team leader.

Education

Scrum Master Certification - Certificate

Coursera
Minnesota, MN
01.2023

Bachelor of Science - Computer Information Systems

Strayer University
Washington, DC
05.1996

Skills

  • Facilitator
  • Supervision
  • Team coordination
  • Relationship building
  • Servant leadership
  • Training and Development
  • Effective Communication Skills
  • Project Management
  • Scrum methodology
  • MS Office
  • Customer interaction
  • Public speaking
  • Development team trainings
  • Good Telephone Etiquette
  • Organization and Time Management

Timeline

People Development Manager

Swift
03.2022 - Current

Project Manager

Swift
05.2017 - 03.2022

Senior Management Assistant

Swift
07.2008 - 05.2017

Senior Customer Service Engineer

Swift
06.2004 - 07.2008

Customer Service Engineer

Swift
11.1999 - 06.2004

Scrum Master Certification - Certificate

Coursera

Bachelor of Science - Computer Information Systems

Strayer University

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Amy Hunter