Amy L. Whittington
13840 Dry Run Rd.
Clear Spring, MD 21722
Seasoned executive with over 20 years of highly successful experience in both frontline operational and relationship management environments. Proven expertise in call center technology analysis, telecommu-nications, and leadership of cross-functional teams in real-time environments. Adept at speaking to and managing large groups while working closely with individuals at all levels of an organization, and across multiple geographic locations/regions.
• Strategic planning
• Project Management Skills
• Committed to Employee Satisfaction
• Quality Service Delivery
• Excellent Written and Oral Communication Skills
• Resource Management Planning • Knowledge across multiple platforms and products within the financial services industry
• Process/procedure development and maintenance
• Budget and Financial Controls
• 20+ Years managing in production/operations
• Ability to analyze and produce proactive results
The Growth Coach, Clear Spring, MD
President and Franchise Owner 2014-present
Owner of a business and sales coaching franchise, specializing in guiding small business owners in their quest to achieve greater career and personal fulfillment. Assist them in creating a strategic roadmap and hold them accountable on a regular basis. Services include one-on-one coaching (in-person, eCoaching, tele-coaching), monthly and quarterly strategic workshops, special projects and consultative work.
First Data, Hagerstown, Maryland July 2014-present
Vice President, Client Relationships 2008 to 2014
Responsible for directing a team of individuals specifically aligned to our major financial institution part-nerships. Coordination of regular customer visits, quarterly business reviews, sales calls and tours of key operational facilities around the globe. Negotiation and sales of key initiatives and strategies of the organization, to both internal and external partners.
Director, International Operations 2001 to 2008
Responsibility for operational, client and support teams in the U.S., Canada and Mexico City. Managed all boarding and activation of new customers, as well as the day-to-day frontline support teams and client relationship teams. Visited remote sites and team members one week per month. Managed third party vendor relationship in India. Also participated in the onboarding of several significant joint ventures and migration efforts throughout Hong Kong, Singapore and India during this time, providing subject matter expertise related to frontline call center and operational services.
Point-of-Sale Help Desk Manager 1998 to 2001
Managed several teams of associates responsible for the real-time handling of inbound and outbound calls from electronic payments processing merchants. Required ability to coach and manage staff in a 24x7 environment while ensuring superior quality of service and first-call resolution for our customers.
Operations Analyst 1996 to 1998
Supervised team of associates handling inbound calls from electronic payments processing merchants. Provided coaching and real-time assistance, monitored quality of calls through remote, side-by-side and recorded call. Coordinated recognition and incentive programs for employees, and facilitated regular monthly and quarterly events to improve staff morale.
Customer Support Associate, 1995-1996
Responsible for the inbound handling of customer service calls from payments merchants requiring assistance with their point-of-sale terminal. Technical troubleshooting, downloading and basic transactional information was requested, and all calls were to be handled in a specified timeframe with a goal of 100% quality.
DEGREES AND CONTINUING EDUCATION
Bachelor of Arts, Communications; Minor in International Business, University of Maryland, University College
Certification in Workplace Communications, University of Maryland, University College
Leadership Washington County, Class XIII, 2003
2005-Present, Secretary, Board of Directors- STAR Community, Inc., Hagerstown, MD
2005-Present, Advisory Board Member, and Past Board Chair- Salvation Army, Hagerstown, MD
2010-2012, Capital Campaign Co-Chair- Salvation Army, Hagerstown, MD
2005-Present, Agency Relations and Allocations Committee- United Way of Washington County
1998-2001, Vice President of Community Relations- Jaycees of Hagerstown, MD
Lambda Pi Eta- Communications Honor Society