Amie Weber

Experience

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  Afterglow Tanning spa

  Dec 2004 - Aug 2007

  Manager

  -Managed daily salon operations including but not limited to preparing store for customers, stocking inventory, inventory control, counting drawers and utilizing specific company software-Trained associates to meet and exceed required responsibilities of position and any ongoing changes-Exhibited interpersonal skills while developing customer relationships-Facilitated weekly inventory evaluations for monthly reports-Maintained all tanning equipment-Conducted monthly sales meetings-Managed all store operations of successful tanning salon-Scheduled staff work shifts on a weekly basis-Generated highest sales revenue for six consecutive months in region Show less

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  Pinkerton Academy

  Sept 2005 - May 2006

  Para-Educator

  -Worked with special education students monitoring their IEP programs, attending their classes and reviewing their curriculum and evaluating each students unique needs-Substituted and taught special education classes; tutored students in one-to-one environments based on their individual needs-Prepared daily assignments and study guides based on individualized needs-Developed curriculum for students to break down the learning of the class for them to better understand the lessons, including preparing lesson plans.-Assisted case coordinators and classroom teachers to develop modifications to enhance students capabilities and stimulate their potential Show less

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  Comcast

  Aug 2007 - Aug 2008

  Residential Services Broadband Sales Professional

  -Handle high volume of sales calls covering customer services in a prompt and professional manner obtaining all information for successful completion of transactions-Entered sales orders and scheduled in the CSG billing system-Built rapport with inbound calling prospects-Informed potential clients of features and benefits of Comcast products and services-Linked features and benefits with prospects needs to provide a complete solution

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  Comcast Business

  Aug 2008 - Jun 2021

  - Analyze customer requirements and needs to understand how Comcastadvanced products and services can be applied to meet the needs of the customer.- Translate technical design requirements and create and deliver salespresentations that demonstrate technical knowledge of Comcast productsand services.- Prepare proposals that include cost effective solutions for customerswhile solving potential configuration challenges.- Drive sales closure to shorten the sales cycle and ensure goals andobjectives are achieved.- Train and coach sales professionals to understand and successfullysell advanced voice solutions. Show less • Partner with Business Leaders and Functional teams to translate business needs into effective, relevant training content.• Utilize extensive Comcast Business Services knowledge to recommend training solutions for business impacting change in process, product, and procedures. • Administer learning schedules, calendar, and maintains participant records during training.• Use the appropriate training model as a guideline to aid in the support of participant skill strength, gap identification, and development.• Monitor linkage between curriculum and improved learner job performance; coach participants on the job, ensuring learning translates to performance.• Make initial evaluation of learning and work with other Trainers to determine best methods to provide feedback to learners and their managers.• Provide management of employees during training by tracking attendance, addressing inappropriate behavior, and documenting performance and development needs.• Consistent exercise of independent judgment and discretion in matters of significance.• Subject matter expert in Webex and ICollaborate Show less Supervise a team of 25 contractors who support inbound calls for reschedules and DOIs•Monitor and score recorded calls – provide feedback to encourage reps to achieve goal of 85% or above•Help reps achieve call metrics to best improve the customer experience-including AHT/ACW/CPH Fixed reporting and rep errors to maintain a daily call adheres of 92% or above•Work with temp agency in the hiring/terminating of new/existing contractors to fill the needs of the business•Create incentives to both teach and motivate the team to improve metrics and knowledge•Manage all new hire on bounding information including opening tickets for access to systems/building, assuring all needs are meet with both the company and rep•Assist with escalations from customers and additional departments•Work with multiple departments to help achieve the best customer experience for both our internal and external customers•Coach reps for employment opportunities within different departments of Comcast- with 32% of reps receiving permanent employment Show less -Drive sales through order submission support, providing guidance to Comcast Business Services sales professionals, voice & data services to mid-size and large businesses and government, education and medical institutional clients. Through ensuring accuracy of orders, support driving sales closure to shorten the sales order acceptance cycle and ensure sales goals and objectives are achieved. -Analyze customer order requirements to confirm how Comcast products and services can be applied to meet their needs and solve their problems. Ensure that the design of the solutions for the customer meet their business requirements. Assist customer with paperwork and contract requirements to prepare their order for submission to provisioning. Maintain industry awareness and keep up with current telecommunication environment news.-Collaborate with sales engineering, project management, and service delivery teams to complete all required elements of order acceptance tasks. -Accurately manage order workload through various systems and tools. Report on progress of pending and completed orders through Microsoft Share Point and other proprietary systems. Set expectations within the Sales organization by providing regular updates and status.-Assist with incubating process for new products during the earlyphases of introduction.-Ensure order coordination, verification and corrections are completedwithin defined service level agreements.-Work cross functionally with advanced technical support teams tomanage escalation mailboxes and ensure timely and accurate resolutionwithin defined Service Level Agreements.-Identify opportunities for improvement and recommend solutions.-Serve as primary interface with identified customer IT/technicalpersonnel/vendor/VAR. Show less -Validate, process and schedule orders for Business Services Customers-Maintains customer files with sales contracts and pertinent private information-Utilize appropriate systems to accurately and efficiently build new business customer accounts in the appropriate billing system-Manage customer and sales associate reschedule requests and install questions-Adhere to lines of questions to ensure our customers knows what to expect day of install-Maintain an appropriate call back list to ensure customers know we are coming to install-Low rejection rate on orders processed-Work effectively with sales and clients to ensure order accuracy-Acquired the title of Subject Matter Expert in CSG billing system for GBR and WNE regions-Handles multiple VIP accounts for the BSC and the billing hierarchy accounts-Deals with escalated customers and expedite requests-Aid Project Management team for process improvements and training by creating PowerPoint presentations, learning modules, and job aids.-Met all requirements to become a virtual worker including but not limited to; ability to work independently with little or no supervision, 95% order accuracy or better, and above 95% adherence to schedule.-Have been trained in pulling daily reports, performing managerial functions, fielding questions for the GBR and WNE regions, as I have been serving as managers out of office 8/2012-5/2013. Along with being a point of contact for management for any order entry process or questions on procedures. Show less

  • Sales Engineering Manager

    Dec 2017 - Jun 2021

  • Sr. National B2B Training Specialist

    Dec 2014 - Dec 2017

  • Call Center Supervisor

    Jul 2014 - Dec 2014

  • Advanced Product Support Specialist, Associate Coord 2

    May 2013 - Dec 2014

  • Technical Product Sales Support, Associate Coord 1

    Aug 2008 - May 2013
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  Comcast

  May 2021 - now

  Sr Manager. Global Partner CX Strategy and Operations

  • Oversees the execution of our National Quality program focusing on Quality behaviors across the Business Partner Network servicing communities • Responsible for developing strategies and process improvements to increase customer satisfaction and loyalty for both voice and written channels• Represent the Business Partner network across our National and Divisional Quality and NPS Teams • Support the ongoing development and functional execution of various technical platforms• Establish cross functional partnerships which drive elevating behavioral and process improvement opportunities in relation to CX, NPS, and Sales Enablement• Create new resources that have streamline information flow, improving staff knowledge and customer/employee satisfaction· Strategize creative solutions to impending and immediate customer experience impacts through data assessment, governance, influence, and implementation of program adjustments.· Impact analysis on Quality and Net Promoter Score program initiatives· Expansion of brand identity and cultural awareness to over 48 global sites within 12 countries · Support in assessing and re-designing existing procedures for greater efficiencies to meet core metrics. Show less