Amy E. Smith
Sculpted Bodies By Amy
Eads,TN
31
years of professional experience
Strategic minded leader with a passion for the customer experience looking for the opportunity to apply expertise to improve and simplify service operations while developing a team of leaders.
Work History
Child Care Owner & Operator
3 Years 10 Months- Established educational curriculum aligning with developmental milestones for early childhood learning.
- Directed daily operations, ensuring compliance with state licensing regulations and safety standards.
- Mentored and trained staff, fostering a collaborative environment focused on child development best practices.
- Implemented strategic marketing initiatives to increase enrollment and community engagement within the preschool sector.
- Business growth, safety compliance, financial management
- Child development, staff leadership, parent relations
- Business & Operations: Direct daily operations of a licensed facility, managing budgets, billing, payroll, and P&L statements
- Compliance & Safety, Maintain 100% compliance with state licensing, health codes, and fire safety regulations through regular audits
- Leadership & Staffing: Recruit, train, and supervise a team of educators and support staff, fostering a collaborative, nurturing environment
- Curriculum & Development: Design and implement play-based educational programs tailored to children's cognitive, social, and emotional milestones
- Parent Relations: Build strong partnerships with families through daily communication, progress reports, and conflict resolution
- Maintaining age groups from infants, toddlers, and after-school age children up to 12 years old. Achieve specific milestones and expanding capacity, keeping a 5-star rating, and hitting enrollment targets
- Lesson planning for the center and all early childhood curriculum and activities
- Employee engagement, training, and employee education
Business Owner/Operator
6 Years 7 Months- Developed marketing strategies to enhance brand visibility and attract new clients.
- Implemented operational procedures to streamline daily business functions and improve efficiency.
- Managed inventory levels, ensuring availability of products and minimizing waste.
- Trained and mentored staff on customer service excellence and business protocols.
- Drive business growth, deliver expert aesthetic services, and ensure regulatory state compliance. Clinical expertise (skincare, cosmetic procedures) and client relations.
- Business Operations & Growth Directed end-to-end P&L management
- Optimizing supply chains and vendor contracts to increase annual profit margins by 15% in a competitive market. Spearheaded digital marketing and local SEO strategies that boosted new client acquisition by 40% over two years.
- Maintained flawless compliance with state board regulations, OSHA guidelines, and HIPAA standards through routine facility audits.
- Clinical Excellence & Service Performed advanced cosmetic and aesthetic treatments, including medical-grade facials, chemical peels, non-invasive fat reduction and laser therapies.
- Conducted in-depth skin analyses and customized personalized treatment plans, achieving a 92% client satisfaction and retention rate.
- Evaluated and selected premium medical-grade skincare product lines, driving a 25% increase in in-clinic retail sales.
- Staff Leadership & Development Recruited, trained, and mentored a team of 4+ licensed estheticians and front-desk coordinators.
- Implemented a robust customer service training program and internship programs that elevated the clinic's Yelp/Google rating from 4.2 to 4.8 stars.
- Managed daily scheduling, payroll, and performance evaluations to foster a collaborative and high-performing workplace culture.
SOLUTIONS CENTER SUPERVISOR
5 Years- Research, resolve and respond to complaints sent from the Chief Executive's Office and Contact Center Director
- Research and resolve Branch Manager’s unresolved escalated cases and customer issues for 16 states
- Promoting and marketing banking incentives
- Responsible for various components of the customer experience including quality assurance, customer complaint management, escalated problem resolution, and external customer experience/loyalty surveys
- Implement report production, productivity and quality standards
- Research, resolve report disputes, complaints and extreme complex problems for 16 states
- Assist Contact Center Agents and Contact Center Team Leaders with escalated issues
- Identify, respond, and analyze trends for ~4800 annual customer complaints, including highly regulated complaint points of entry such as Better Business Bureau, Consumer Financial Protection Bureau, and State Banking Boards
- Develop material and train current and future leaders within the organization to focus on performance based coaching and associate engagement
- Gather and analyze data to present information at varying levels of leadership, including executives
- Conduct in-depth, time sensitive research for customers for lien releases, mortgages and titles
- Communicate with clients and remote teams and provide feedback regarding research resolution
- Thoroughly document, analyze and report research to Chief Executives
- Incite team enthusiasm and influence, motivate and persuade others to achieve desired outcomes
- Fraud Prevention/Investigate and analyze customer disputes claims, assist with the disputes, claims process provide fraud research results and final conclusion
- Advocate for the customer experience through individual problem resolution
- Process and implement improvement opportunities
- Coach and train on detailed policy and procedures for a team of 15 Solutions Analyst
CONTACT CENTER TEAM LEADER
3 Years 5 Months- Assist the Contact Center Agents with escalated calls that need the assistance of a supervisor
- Effectively manage, coach and develop talent; build a strong network of qualified leaders for 4 teams of over 20 agents each
- Prioritize and manage multiple priorities in a fast-paced, dynamically changing environment
- Implemented Gallup Key Driver Skills, call monitoring/review and reporting
- Perform duties to build and maintain service relationships through all forms of communications
- Delivering financial operations research reporting to Consumer Service Regional Managers, and other Corporate Executives monthly and annually for a $30 million branch
BRANCH MANAGER
1 Year 11 Months- Project Management for new banking roll-outs
- Payroll and Accounts Payable
- Insurance sales - Life, Health/Disability, Property & Casualty & Legal
- Conducted Contact Center and Electronic Banking new hire training
- Conduct outside sales efforts commensurate with market opportunity to generate new business clients
- Facilitate the development of Consumer, Mortgage, Trust, Investment Annuity, IRA and Roth IRA management
- Initiated actuarial valuations and maintained actuarial assumptions and methods
- Conducted Commercial, Consumer, Corporate Loan Underwriting and Portfolio management
- Review closing due diligence in collaboration with Debt Products Manager
- Problem asset reporting develop and maintain the branches financial budget for a $30 million branch
- Conduct branch audits to ensure policy & procedure, compliance and accuracy of records
- Completed employee evaluations, weekly, monthly and annually
- Responsible for interviewing, time tracking and recruiting
- Incite team enthusiasm and influence, motivate and persuade others to achieve desired outcomes
ASSISTANT MANAGER
1 Year 6 Months- Consumer and Commercial/Corporate Loan Underwriting and Portfolio management
- Collections of over 100 customers a day
- Business development and Debt relief planning for customers/Debt counseling.
- Operations research and financial reporting for a $5 million branch weekly, monthly and annually
- Insurance sales - Life, Health/Disability, Property & Casualty & Legal
- Human Resource Administration/HR general administration and time reporting
- Maintain hard copy and electronic filing systems
- Maintain and distribute staff weekly schedules
BRANCH MANAGER/HR GENERALIST
11 Years- Initiated Consumer Mortgages, Home Equity and Home Equity Line of Credit/Appraisals
- Conducted Commercial, Consumer, Corporate Loan Underwriting and Portfolio management
- Operations research and financial reporting for a $12 million branch weekly, monthly and annually
- Build a cohesive team, and develop structure and direction to meet or exceed customer needs
- Completed employee evaluations, weekly, monthly and annually
- Conduct branch audits to ensure policy & procedure, compliance and accuracy of records
- Supervised all Pre and Post Foreclosure Processing
- Delivering Operations financial research reporting to District Manager, Regional Managers and Corporate Executives monthly and annually
- Identifies opportunities for exposure reduction or new opportunities within assigned portfolio
- Insurance sales and claims processing - Life, Health/Disability, Property & Casualty & Legal
- Human Resource Administration and Interviewing job applicants
- Review closing due diligence in collaboration with Debt Products Manager
- Training new hires on all branch procedures, Input Payroll hours worked, and Accounts Payable
- Implemented acceptance in organizational change; addresses resistance to change
Education
Bachelor of Applied Arts And Science - Business Administration
- Major: Business Administration
- Minor: Labor Relations, Accounting
Skills
Self direct performer
Strategic thinker
Multi-Site Operations
Experience developing and coaching organizational leaders
Decision Making
Strong written and verbal communicator
Project planning/Execution
Customer satisfaction
Performance Management
Cross Function team management
Financial Planning
Training and Leadership
Negotiation and Communication
Problem Solving
Revenue Goal/Growth attainment
MS Word; From PC; MS Excel spreadsheets; MS Power point; MS Access; Java; Internet; People soft; People Trak; HRnetSource; SharePoint; Mainframe
Fax and Email
Accomplishments
- Credit Essentials training and Certification, Coaching/Management certification and Human Resource certification.
- Resolved $1.2 million collection deficit per month while working at CitiFinancial. Grew branch deposit growth by $1 million per year. Raising customer services scores from 60% to 87% in less than 2 months while at Regions Bank.
Timeline
Child Care Owner & Operator
Little Einstein’s Child Care & Preschool LLC
09.2022 - CurrentRead More
Business Owner/Operator
Sculpted Bodies By Amy
12.2019 - CurrentRead More
SOLUTIONS CENTER SUPERVISOR
REGIONS BANK
12.2014 - 12.2019Read More
CONTACT CENTER TEAM LEADER
REGIONS BANK
07.2011 - 12.2014Read More
BRANCH MANAGER
REGIONS BANK
12.2007 - 11.2009Read More
ASSISTANT MANAGER
FIRST METROPOLITAN FINANCIAL
06.2006 - 12.2007Read More
BRANCH MANAGER/HR GENERALIST
CITIFINANCIAL
06.1995 - 06.2006Read More
Branell College of Business
Bachelor of Applied Arts And Science from Business Administration
Read More