Amy White
Alto,GA
Summary
Professional contact center leader with comprehensive experience in managing high-performance teams. Skilled in optimizing call center operations, implementing effective training programs, and leveraging advanced technology solutions. Strong focus on team collaboration, adaptable to changing needs, and consistently achieves results. Proven ability to enhance customer satisfaction and drive operational efficiency.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Customer Contact Center Manager
Saia LTL Freight
02.2019 - Current
Customized Supervisor
Saia LTL Freight
12.2011 - 02.2019
Team Leader/Trainer
Saia Motor Freight
04.2008 - 12.2011
Specialized Customer Service Rep
Saia Motor Freight
04.2007 - 04.2008
Customer Service Manager
Publix
12.2001 - 01.2007
Asst. Customer Service Manager
Publix
02.2001 - 12.2001
Front Office Associate
Publix
02.2000 - 02.2001
Quality Assurance
Publix Dairy Manufacturing Plant
08.1998 - 02.2000
Cashier
Publix
08.1994 - 08.1998
Education
High School Diploma -
Phoenix High School
GeorgiaSkills
- Supervised/Managed 90 full time employees and up to 30-part time employees
- Created personalized training and development plans for employees
- Conducted performance reviews for associates
- Involved in hiring decisions as well as handle disciplinary issues as needed
- Effectively addressed public relations challenges
- Reinforces company policies regarding all local, state, and federal regulations
- Reviewed and issued audits on high profile account information and processes
- Responsible for the store cash accountability for a major retail chain
- Maintenance and administration of store system including POS accounting system
- Process weekly payroll utilizing the Employee Management System/Center
- Prepare weekly/quarterly reports with the use of Microsoft Excel/Power Point
- Quality Assurance inspector for fresh products for major retail chain
- Maintain and promote a single call resolution atmosphere through on-going training
- Lead Customer Service Team of 50 reps
- Introduce and Train New Hires in the Trucking Industry through a 25-day training program
- Knowledge of the AS400 system and Query writing
- Knowledge of Cisco Phone system/Cisco Interaction Manager and reporting
- Knowledge of Customer Relationship Management program
- Knowledge of Calabrio Recording Platform/ WFM
- Knowledge of Power BI Reporting Platform
- Coaching and mentoring
- Workforce management
Certification
- Management Skills Workshop 2018
- ServSafe Certification Workshop 2001
- First Aid Responder 2001
- Harassment Workshop 2001
Timeline
Customer Contact Center Manager
Saia LTL Freight
02.2019 - Current
Customized Supervisor
Saia LTL Freight
12.2011 - 02.2019
Team Leader/Trainer
Saia Motor Freight
04.2008 - 12.2011
Specialized Customer Service Rep
Saia Motor Freight
04.2007 - 04.2008
Customer Service Manager
Publix
12.2001 - 01.2007
Asst. Customer Service Manager
Publix
02.2001 - 12.2001
Front Office Associate
Publix
02.2000 - 02.2001
Quality Assurance
Publix Dairy Manufacturing Plant
08.1998 - 02.2000
Cashier
Publix
08.1994 - 08.1998
High School Diploma -
Phoenix High School