Amy Werth
Appleton,WI
Summary
At Pitney Bowes, I spearheaded quality assurance initiatives, enhancing process efficiency and customer experience through innovative monitoring and training strategies. My strong critical thinking and empathetic communication fostered significant improvements in service delivery. Expert in database management and live chat, I led projects that refined self-service systems, demonstrating a proactive approach and a commitment to excellence.
Overview
26
26
years of professional experience
Work History
Client Experience Specialist-Quality Assurance
Pitney Bowes
Appleton, WI
08.1998 - 07.2024
- Designed a monitoring process and followed detailed quality evaluations of agent calls and case work.
- Worked with management to focus on key areas for improvement, to streamline call times, while developing and implementing strategies for process efficiency.
- Worked directly with agents to improve call and case quality. Providing examples and suggestions to individually help each agent's workflow.
- Created training materials and trained newly hired employees by explaining company procedures, job duties, and performance expectations.
- Assist social media by monitoring and responding to customer statements through the Apple Store and Google Play App responses for PitneyShip. I also assisted with Facebook and Twitter responses company-wide.
- Helped launch My Bills (client payment system) on My Account www.pb.com by using the system from a customer perspective to suggest upgrades to engineering and support customers by phone and chat.
- I worked in billing collections and customer support through phone, and I helped launch chat for the company. I assisted customers through multiple chat systems (Moxie, LivePerson, SFDC) for SaaS customer support.
- I completed leadership training, including Sprint Leadership, PB Yellow Belt, and PB Green Belt certifications. Allowing me to create projects, run company meetings, and lead teams for company improvements.
Education
High School Diploma -
Menasha High School
Menasha, WI06-1998
Certified Nursing Assistant And Phlebotomist Certification - Nursing
Fox Valley Technical College
Appleton, WI06-1998
Skills
- Strong critical thinking skills for process improvements
- Quality Customer Experience mindset
- Verbal and written communication
- Understanding customer needs and how to improve self-service systems
- Multitasking and prioritization
- Issue and Complaint Resolution
- Cultural awareness and sensitivity
- Database Management
- Collaborative and cooperative
- Patient and empathetic
- Proactive self-starter with excellent attention to detail
- Live chat messaging
Timeline
Client Experience Specialist-Quality Assurance
Pitney Bowes
08.1998 - 07.2024
High School Diploma -
Menasha High School
Certified Nursing Assistant And Phlebotomist Certification - Nursing
Fox Valley Technical College