Amy Roth
Mesa,AZ
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Helpful professional commended as valuable team player with expertise in customer service and problem resolution. Ready to bring 25+ years of relevant work experience to new position in Customer Service Supervision, Project Management, or Call Center.
Strong leader dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Area Installation Specialist
The Home Depot
03.2022 - 01.2024
- Project manager trained to execute technical measures of windows and doors to assess pre-existing conditions to perform product affirmations for installation.
- Accountable for 6 stores with revenue of $1.7 million annually for window and door installations
- Oversee multiple installation service providers to review quality of work and to ensure industry construction standards are adhered to.
- Conduct service provider badge checks and ensures job scope changes are documented.
- Ensures overall installation experience meets or exceeds customer's expectations.
- Resolve customer complaints, make decisions to prevent cycle-time delays by working with service providers to resolve issues
- Initiates and maintains regular communication with customers across installation life cycle and resolves open questions or job changes.
- Direct responsibility for managing open services and assigned jobs through completion.
Customer Experience Supervisor
Rad Power Bikes
03.2021 - 03.2022
- Lead, support, and partner with team of 20 Customer Service Representatives to help riders find correct bike and accessories for their needs.
- Coach, train and develop team to deliver first touch resolution for customers by phone and email.
- Prioritize escalations, and queue monitoring to efficiently manage customer service levels to create top level customer experience.
- Develop new strategies for startup culture to be more effective and efficient with customer service and product knowledge.
Supervisor Customer Care
CVS Health
11.2019 - 01.2021
- Promoted four new agents within their first year from CCR I to CCR II based off metric performance, job knowledge, and call handling etiquette.
- Promoted one agent within first year to senior escalation team based off metric performance and job knowledge of resources utilized to service members.
- 93% Engagement survey score (Measures and assesses how motivated and engaged employees feel; measures employee's feelings of being valued and involved in everyday work)
- Managed team of 18 production agents supporting multiple lines of commercial, FEP (Federal Employment Program), and Medicare pharmacy benefits
- Build agent efficiency, effectiveness, and trust by utilizing one on one coaching to increase agent expertise with work instructions and plan pharmacy benefit knowledge to drive metric performance
- Motivate agent's positive engagement with member by coaching to tone and verbiage used while speaking with member
- Triage advanced escalations, senior agent inquiries, daily task assignments and queue monitoring to effectively manage production of multiple lines of business
- Interview and hire qualified candidates to develop high performance teams through ad hoc coaching sessions and monthly and yearly performance reviews.
Customer Care Representative
CVS Health
11.2018 - 10.2019
- Trained for designated team to State of Maryland, and State of Maryland Medicare D Employer Group Waiver Plans (EGWP).
- Effectively diffuse upset participants and resolve issues with their prescription benefits.
- Ability to remain calm and professional in emotionally charged situations.
- Remain compliant with internal processes and procedures.
- Work collaboratively with internal/external business partners to provide solutions for participants.
- Proactively educate participants on benefits available to them.
- Able to effectively utilize resource solutions using company databases.
- Experience with CMS and Caremark systems and platforms.
- Current grievance and compliance exposure.
- Meeting and exceeding metric goals.
- Demonstrates attributes of being team player
- Receptive to constructive feedback and flexible in adapting to change.
- Proficient in navigation of multiple computer applications.
Assistant Sales Manager
Famous Footwear
11.2015 - 01.2019
- Contributing to growth of organization by aiding in individual growth and development of store team members where associate's contributions are valued, respected, and appreciated.
- Built relationships with customers and community to establish long-term business growth.
- Forecasted sales and established processes to achieve sales objectives and related metrics.
- Compiled and analyzed data to determine approaches to improve sales and performance.
Life Client Services Representative
MassMutual
06.2015 - 11.2015
- Positively impacted customer by absorbing concepts about variety of departmentally related topics, foresee those concepts to help navigate new and unfamiliar situations, and continually apply newly learned information into client conversations.
- Delivered exceptional customer service to every participant, producer, and field personnel by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Store Sales Manager
Bed, Bath & Beyond
04.2010 - 06.2015
- Exceeded sales quotas and increased profitability by 10% in hardlines through effective sales strategy and business planning.
- Mentored junior staff members creating supportive work culture promoting teamwork increasing productivity.
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Established strong relationships with vendors to secure exclusive products for store.
- Supervised 20+ employees through motivating high levels of forward-looking customer service and business outcomes through interviewing, actively recruiting, and training current employees and new candidates.
- Utilize seasonal reporting to drive sales and effectively staff crucial business times.
- Maintained 98% or higher on internal operations audits.
Education
Associate of Arts - Liberal Arts And Sciences
Maricopa Community Colleges - Mesa Community College
Mesa, AZ05.2005
Skills
- Business Acumen
- Reporting and Performance Analysis
- Multitasking and Prioritizing
- Compliance Monitoring
- Customer Relationship Management
- Data Analytics
- Business Development
- Computer Proficiency
- Delegation and Supervision
- Problem Resolution
- Organization
- Verbal Communication
Certification
- Certificate of Completion in Addictions and Substance Disorders, Rio Salado College, Tempe Az -June 2014-April 2015
- Life Coaching, Lumia College, Los Angeles, CA -June 2020-December 2021
Timeline
Area Installation Specialist
The Home Depot
03.2022 - 01.2024
Customer Experience Supervisor
Rad Power Bikes
03.2021 - 03.2022
Supervisor Customer Care
CVS Health
11.2019 - 01.2021
Customer Care Representative
CVS Health
11.2018 - 10.2019
Assistant Sales Manager
Famous Footwear
11.2015 - 01.2019
Life Client Services Representative
MassMutual
06.2015 - 11.2015
Store Sales Manager
Bed, Bath & Beyond
04.2010 - 06.2015
Associate of Arts - Liberal Arts And Sciences
Maricopa Community Colleges - Mesa Community College