Summary
Overview
Work History
Education
Skills
Community Service
Timeline
Hi, I’m

Amanda Mitchell

Amanda Mitchell

Summary

Dynamic leader with a passion for delivering exceptional customer experiences, aligning technology with business needs, and delivering results. Proven ability to optimize processes, ensure product adoption, and drive innovation.

Overview

20
years of professional experience
3
years of post-secondary education

Work History

Mr. Electric
Cranberry Township, PA

Owner
10.2019 - 02.2025

Job overview

  • Founded and scaled small business, with responsibility for the management overall success of operations.
  • Built high-performing team by implementing competitive compensation packages, supporting career development, and building a positive workplace culture.
  • Managed financial operations, ensuring profitability and sustainability leading to successful sale in 2025.
  • Grew customer base to over 4,000 loyal customers, consistently achieving 95 NPS and 4.9 Google star rating.
  • Strengthened brand presence and established strong referral network through community involvement and strategic partnerships.
  • Created and executed targeted marketing campaigns, increasing visibility and driving customer engagement.

Msa Safety Inc
Cranberry Township, PA

Network Analyst
03.2018 - 10.2019

Job overview

  • Led global deployment of AirWatch MDM, strengthening security and ensuring user adoption across regions.
  • Optimized Cisco Webex tools as subject matter expert, enhancing system efficiency and boosting usage.
  • Leveraged Power BI to deliver executive-level updates, to support informed decision-making and bolster organizational security posture.
  • Managed mobile support program for 1,500+ global users, providing top tier technical support and ensuring policy compliance.

Msa Safety Inc
Cranberry Township, PA

Customer Service Supervisor
02.2015 - 03.2018

Job overview

  • Optimized operations for 100+ member team, achieving 90% customer response rate within four hours across live chat, phone, and email.
  • Managed team processing 7,000+ orders monthly, ensuring KPIs were exceeded at every stage.
  • Led ISO 9001 compliance initiatives, consistently attaining 95% customer satisfaction and 3% abandonment rate.
  • Designed training programs for global customer service team, enhancing skill development and support levels.
  • Conducted Voice of Customer analyses to identify skill gaps and implement improvements.
  • Delivered KPI business reviews to leadership, supporting decision-making for continuous improvement.

Msa Safety Inc
Pittsburgh, PA

Customer Support Systems Analyst
01.2006 - 02.2015

Job overview

  • Defined project scope and led implementation of CRM, SAP ERP updates, and Cisco call routing tools to improve operational efficiency.
  • Developed training plans and drove adoption through performance tracking and ROI analysis of technologies identified and implemented to support customer service goals.
  • Facilitated cross-functional workshops to foster collaboration, share best practices, and promote transparency.
  • Earned Six Sigma Belt certification, demonstrating commitment to process improvement.
  • Analyzed customer support SLAs and KPIs using Power BI, providing actionable insights to leadership.

Msa Safety Inc
Evans City, PA

Quality Assurance Clerk / HR Admin Assistant
10.2004 - 01.2006

Job overview

  • Maintained employee records in HRIS, including personal information, employment history, attendance, and overtime.
  • Gathered and documented preventative maintenance records in Microsoft Access database to ensure compliance with quality standards.
  • Tracked and reported Quality Control and Human Resources KPIs, presenting to leadership as needed.
  • Provided Administrative support to QC, Total Rewards, People Center, and Training & Development departments.
  • Organized annual distributor training programs for customers and sales managers.

Education

Pennsylvania State University

B.S. from Organizational Leadership
01.2015 - 03.2018

University Overview

Studied leadership theory, organizational effectiveness, and the dynamics of leading diverse teams. Developed skills in communication, conflict resolution, and decision-making to best navigate challenges and drive change.

Skills

  • Customer Experience
  • Project Management
  • Analytical Thinking
  • Communication & Collaboration
  • Change Management
  • Customer Relationship Management
  • Recruiting & Onboarding
  • Innovation

Community Service

Community Service
  • Participate in beach cleanups with Surfrider Foundation to raise awareness and create a cleaner environment.
  • Assist in building and delivering beds to children in need with Sleep in Heavenly Peace.
  • Supported the Chamber of Commerce through vendor management at community events, coaching adolescent entrepreneurs, and cleaning litter from community roads.
  • Volunteered for the United Way by organizing corporate events at MSA Safety and participating in community events.
  • As the lead for American Heart Association fundraising at MSA Safety, I led nationwide fundraising efforts, always surpassing goals set by leadership.

Timeline

Owner
Mr. Electric
10.2019 - 02.2025
Network Analyst
Msa Safety Inc
03.2018 - 10.2019
Customer Service Supervisor
Msa Safety Inc
02.2015 - 03.2018
Pennsylvania State University
B.S. from Organizational Leadership
01.2015 - 03.2018
Customer Support Systems Analyst
Msa Safety Inc
01.2006 - 02.2015
Quality Assurance Clerk / HR Admin Assistant
Msa Safety Inc
10.2004 - 01.2006

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Amanda Mitchell