Amber Page

Experience

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  United States Marine Corps

  Aug 2006 - Aug 2010

  Radio Operator

  ⬧ Ensured proper handling and storage of all serialized equipment known to the Marine Corps as Cryptographic Controlled Items.⬧ Handled all shipping and receiving while maintaining a budget of roughly $5 million dollars of equipment on an inventory report known as a Consolidated Memorandum Report.⬧ Managed accurately up to 500 invoices a month.⬧ Created and maintained records on Marines, which included PII information, which stands for Personal Identifiable Information.⬧ Managed over twenty Marines at any given time.⬧ Maintained all codes of conduct within Military regulations. Show less

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  Best Buy

  Jul 2012 - Jul 2013

  Operations Agent

  ⬧ Managed inventory and ordered tech, ensuring smooth operations.⬧ Trained new hires, optimizing their task management.⬧ Collaborated with vendors to resolve shipping issues.⬧ Handled all shipping/receiving for customer service and departments.⬧ Created reports to track and improve customer issue turnover.

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  Children's Village

  Jul 2013 - Feb 2014

  Youth Specialist

  ⬧ Supervised and guided at-risk youth, enhancing safety and well-being.⬧ Monitored daily activities, ensuring adherence to treatment plans.⬧ Documented behaviors to support team in developing effective strategies.⬧ Inspected facilities to maintain security and prevent incidents.⬧ Led educational and recreational activities, fostering positive development.

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  CareTech Solutions

  Mar 2014 - Apr 2017

  Team Lead / Client Relations

  ⬧ Develops and sustains high levels of client satisfaction, by building strong client relations thorough identifying client’s needs.⬧ Successfully manage a team of service desk agents at multiple levels of experience.⬧ Develop the skills of team members to promote growth.⬧ Coordinate staff training to increase analyst efficiency.⬧ Analyze performance metrics and establish recovery plans.⬧ Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity.⬧ Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner⬧ In accordance with customer standards escalated problems to appropriate individuals and groups.⬧ Analyzed performance metrics and establishing recovery plans. Show less

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  NTT Ltd. - Global Managed Services Division

  Apr 2017 - Sept 2022

  Manager, Integrated Operations Center

  ⬧ Manage remote workforce of 30 plus dedicated agents also monitor agents in overflow queues to ensure productivity.⬧ Work with engineering teams to ensure IOC and other departments have a successful relationship.⬧ Develop and sustain high levels of client satisfaction and strong client relationships by identifying and addressing client needs.⬧ Main point of contact for Epic Clinical service desk.⬧ Develop and implement methods for tracking and improving performance of service desk. ⬧ Investigate specific tickets to discover causes of mishandling and produce incident reports.⬧ Analyze performance metrics and establish recovery plans.⬧ Respond to emergencies and requests for management escalation on sensitive or problem requests.⬧ Organization liaison for all communications regarding services provided.⬧ Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner.⬧ Primary liaison for service stability communications. ⬧ Managed scheduling to ensure optimal coverage of phone and ticket queues. Show less

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  NTT Ltd.

  Sept 2022 - now

  Director, Integrated Operations Center

  ⬧ Ensure all customers in the IOC support vertical are satisfied with services rendered within the context of standard NTT practices and applicable customer agreements.⬧ Manage major interactions with all customers especially those activities related to new business, contracts, and support escalations.⬧ Prepare operational reports and analyses setting forth progress, adverse trends and appropriate recommendations or conclusions.⬧ Ensure that the quality of service provided to customers meets or exceeds expectations set by the immediate Vice President and NTT Executive Team.⬧ Assist the Vice President with developing IOC budget.⬧ Provide advice and recommendations to the Group Vice President, especially in terms of the effectiveness, efficiency, and quality of IOC services delivery and functions.⬧ Liaison with all NTT’s division operations and services to keep abreast of policy and procedural changes; develop and review procedures for IOC operating/procedure manuals.⬧ Analyze service trends, identify areas for improvement, and provide strategic recommendations to Group VP for optimizing IOC functions and effectiveness. Show less