JULIE AMATO
Clinton Township,MI
Summary
High-energy and customer-focused professional with 14 years of operations management, team leadership, and sales training experience. Adept at reviewing and evaluating individual performance, monitoring trends, responding to customer feedback, and formulating action plans that enable and support growth. Upbeat attitude coupled with superior interpersonal talents for communicating clear productivity objectives and training confident teams to support achievement of center goals.
Overview
21
21
years of professional experience
Work History
Phone Supervisor/Phone Team Lead
The Dako Group, Volkswagen Group of America Customer Care Center
04.2016 - Current
- Supervise a team of Customer Service Advocates to achieve organizational goals.
- Promote a Culture of continuous development
- Managing daily operations of a contact center team and handling escalated calls.
- Interview, train/develop, and retaining a high-quality workforce.
- Assist with quality monitoring processes; identify team quality improvement opportunities, lead team quality training initiatives.
- Demonstrate proper communication to Advocates when answering questions and making decisions on behalf of VWoA.
- Collaborate with Customer Experience Partners to create strategic and actionable development plans for the success and retention of assigned team members.
- Consistently audit Advocate cases to ensure proper case management.
- Created a fun, friendly, and approachable team environment.
- Have the desire and ability to grow within the organization.
Regional Case Manager for the Southeast Region
Volkswagen Group of America
11.2013 - 03.2016
- Make financial decisions on behalf of Volkswagen Group of America.
- Oversee twenty-two Volkswagen Dealerships and assist them with cases involving sales and service.
- Communicate with Customers, Dealerships, and Volkswagen Personnel throughout the duration of the case to its conclusion.
- Assist Customers by providing applicable Goodwill assistance when warranted.
- Work hand in hand building rapport with Dealer Service Managers, Sales Managers, and Volkswagen Field Representatives and Corporate personnel.
- Obtain all relevant information from Dealerships to be able to offer or deny goodwill assistance.
Sales Team Leader – Land’s End
SEARS HOLDINGS
10.2004 - 11.2013
- Support store manager in executing all aspects of daily merchandising and sales operations to achieve business objectives for leading retailer specializing in casual clothing and home furnishings.
- Employ team leadership strengths, merchandising expertise, and in-depth product/brand knowledge to ensure delivery of quality service and surpass sales goals.
- Train, schedule, supervise, and motivate sales staff to ensure consistent high-level customer experience and fulfillment of sales targets.
- Efficiently manage and turn inventory; stock, arrange, and display merchandise according to corporate plan-o-grams.
- Proactively resolve service issues. Review reports; track and compile statistics to generate data for informed decision-making. Consult with district management to formulate action plans.
- Generated sales increases for two consecutive years from ’11-’12 by developing and coaching winning sales team.
- Forecasted sales, tracked seasonal and customer buying trends, and monitored and evaluated sales personnel, client, product, and store performance through computerized POS system.
- Maintained clean and attractive facilities at all times by emphasizing and training staff on importance of store and merchandise appearance.
Education
Bachelor of Business Administration (BBA) -
WALSH COLLEGE
Troy, MISkills
- Conflict Resolution: Adept at balancing business decisions with customer expectations to create a customer-focused environment
- Leadership: Proven ability to lead, mentor, and coach teams to exceptional performance
- Collaboration: Strong ability to work closely with various teams to identify vehicle concerns and improve customer experience
- Performance Management: Proficient in auditing cases, providing feedback, and conducting performance reviews
- Operational Management: Experienced in managing daily operations of a contact center team and handling escalated calls
Timeline
Phone Supervisor/Phone Team Lead
The Dako Group, Volkswagen Group of America Customer Care Center
04.2016 - Current
Regional Case Manager for the Southeast Region
Volkswagen Group of America
11.2013 - 03.2016
Sales Team Leader – Land’s End
SEARS HOLDINGS
10.2004 - 11.2013
Bachelor of Business Administration (BBA) -
WALSH COLLEGE
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