Amy Hundley
Hampton,VA
Summary
Customer Success and Operations Leader with 15+ years of experience.
Professional with extensive experience in leadership roles, skilled in managing daily operations and fostering collaborative work environment. Known for strong focus on achieving results and adapting to changing needs. Expertise in conflict management and team development, highly reliable and resourceful.
Overview
15
15
years of professional experience
Work History
CE Supervisor
KBS Services
California, Remote
08.2022 - Current
- Lead remote teams while achieving KPIs and SLA targets.
- Managed 2 teams of 7+ CSR and provided training on communication protocols and standards
- Investigated and troubleshooted complaints, providing effective solutions or escalating complex cases to the appropriate department.
- Remote
Customer Success Supervisor
Maximus
Virginia, Contract Remote
10.2021 - 07.2022
- Led and coached 15–30 representatives, increasing quality scores by 15%.
- Compiled service metrics (e.g., response times, customer satisfaction scores) to report to upper management.
- Handled complex, escalated complaints from frustrated customers that require managerial intervention.
Customer Service Supervisor
WPS Health Solutions
Virginia
03.2017 - 01.2020
- Managed teams of 15–30 representatives in a regulated healthcare environment.
- Maintained expert-level knowledge of the company’s products, services, policies, and procedures.
- Resolved escalated customer issues while maintaining HIPAA compliance.
Collection Operations Manager
Portfolio Recovery Associates
Virginia
01.2011 - 02.2017
- Supervised 15 collection specialists, achieving recovery and quality goals.
- Developed, implemented, and updated policies for recovering overdue payments. Negotiated settlement agreements or alternative payment arrangements for high-risk or delinquent accounts
Education
Bachelor of Business Management -
Hampton University
Hampton, VA05.2004
Skills
- NetSuite
- Microsoft Office (Advanced Excel/Pivot Tables)
- NICE
- Team building
- Employee development
- Goal oriented
- Verbal and written communication
- Coaching and mentoring
- Staff development
- Customer service
- Attention to detail
Timeline
CE Supervisor
KBS Services
08.2022 - Current
Customer Success Supervisor
Maximus
10.2021 - 07.2022
Customer Service Supervisor
WPS Health Solutions
03.2017 - 01.2020
Collection Operations Manager
Portfolio Recovery Associates
01.2011 - 02.2017
Bachelor of Business Management -
Hampton University