Amy L.

Amy L. has a diverse work experience spanning several industries. Amy currently works as the Director of Customer Care Operations at Erie Insurance Group, where they oversee the daily operations of the Contact Center Supervisors. In this role, they were instrumental in developing and implementing the CCO Business Continuity Plan to support the transition of over 200 employees to remote work during the Covid-19 pandemic. Additionally, they played a key role in creating and implementing a Voice of the Customer (VOC) program.

Prior to their current role, Amy L. served as a Customer Service Manager at Monoprice, where they managed the Customer Service and Returns departments. Amy successfully implemented a quality monitoring program to ensure productivity and customer satisfaction.

Amy L. also has experience as the Director of Customer Service at EDCO Disposal Services, where they supervised a customer service team and collaborated with other directors to ensure effective teamwork.

Before that, they worked as a Sr. Support Center Manager at Allstate Insurance Company, where they implemented a survey process to assess agent satisfaction levels and devised an employee morale boost program to reduce attrition.

Amy L.'s career began as a Laboratory Coordinator at Central Analytical Laboratory Services, Inc, where they managed the daily operations and staffing of the Customer Service team and implemented processes to ensure compliance with company guidelines.

Amy also worked as a Medical Biller at Stump and Ahmadpour, MDs, Inc, where they handled billing and payment follow-ups with insurance companies.

Overall, Amy L. has demonstrated expertise in customer service operations, team management, process improvement, and employee engagement throughout their career.

Amy L. obtained a Bachelor of Arts degree in journalism from California State University, Long Beach, between the years 1986 to 1991. More recently, they completed a Master of Arts degree in Organizational Leadership at Ashford University from 2019 to 2020. Prior to their undergraduate studies, there is no available information regarding their education at La Habra High School.