AMANDA BURGESS
North Myrtle Beach,SC
Summary
Dynamic Customer Support and Operations Leader with over 25 years of experience, including 16 years focused on building and nurturing high-performing support teams. Recognized as a people-first leader, consistently enhancing customer satisfaction (CSAT), achieving service level agreements (SLA), and accelerating resolution speed through effective coaching, KPI ownership, and strategic process optimization. Expertise in revitalizing underperforming teams, improving escalation management, and leveraging support analytics to implement proactive, customer-centric enhancements in complex, high-volume environments. Committed to fostering a culture of excellence that drives operational success and elevates the customer experience.
Overview
14
14
years of professional experience
Work History
Product Support / Customer Service Supervisor
NORTHERN TOOL + EQUIPMENT
Remote/Charlotte, NC
01.2020 - Current
- Lead and develop a remote team of customer and product support professionals, fostering a culture of accountability, collaboration, and continuous improvement.
- Own daily support operations including queue health, case assignment, service quality, and coverage to ensure responsive and consistent customer support.
- Drive CSAT and SLA performance through structured coaching, clear performance expectations, and consistent KPI review.
- Serve as primary point of contact for complex customer escalations, leading resolution efforts with urgency, professionalism, and transparent communication.
- Use CRM data and support analytics to identify trends, perform root cause analysis, and implement proactive improvements that reduce repeat issues.
- Designed and implemented virtual onboarding and training programs that accelerated time-to-proficiency and strengthened service consistency.
- Partner cross-functionally with vendors and internal stakeholders to remove friction and improve end-to-end customer experience.
Sales Service Manager
OTTO ENVIRONMENTAL SYSTEMS OF NORTH AMERICA, INC.
Remote/Charlotte, NC
01.2016 - 01.2020
- Managed customer support and inside sales teams supporting a $4M+ book of business across multiple divisions.
- Led teams to maintain 90%+ on-time delivery and strong customer satisfaction through disciplined service execution and performance monitoring.
- Owned complaint management, corrective action, and follow-up processes to prevent recurrence and improve customer confidence.
- Implemented standardized SOPs, reporting, and telephony tools to improve operational efficiency and service quality.
- Served as a key leader in enterprise system implementation, creating work instructions and training teams to improve adoption and data accuracy.
- Delivered regular operational updates and performance reporting to senior leadership.
Customer Service & Technical Service Manager
JD NORTH AMERICA, INC.
Charlotte, NC
01.2015 - 01.2016
- Rebuilt and led Customer and Technical Support teams in a high-volume, fast-paced environment.
- Improved service levels and customer satisfaction from approximately 25% to over 90% within one year through coaching, workflow redesign, and KPI ownership.
- Established clear escalation paths, resolution standards, and accountability models to stabilize operations and restore customer trust.
- Led root cause analysis initiatives to address systemic gaps in process, training, and tools.
- Developed cross-training and knowledge-sharing practices to improve coverage and first-contact resolution.
Sales Service Manager
CHIQUITA BRANDS INTERNATIONAL
Charlotte, NC
01.2012 - 01.2015
- Directed and coached national customer service operations for major retail accounts in a complex, time-sensitive environment through KPI development, structured feedback, and annual talent reviews.
- Strengthened cross-functional collaboration to protect service levels and customer experience.
- Resolved high-impact escalations and contributed to strategic initiatives focused on service improvement.
- Improved engagement and performance through targeted team building and leadership development efforts.
Education
Certificate - Designing Organizational Structure, Resilient Leadership
Harvard Business School
Online01-2025
Associate’s Degree - Early Elementary Education
Gaston College
Dallas, NC01-1999
Skills
- Certifications: Six Sigma White Belt Digium Asterisk Certification Husqvarna Leaders Program Graduate
- CRM & ERP: SAP (ByDesign Superuser), JD Edwards, AS400, RightNow, Syteline
- Support & WFM Tools: Digium Switchvox, CXOne, NICE IEX, Teleopti, PureCloud
- Reporting & Productivity: Microsoft Office Suite, Power BI
- Customer service
- Call monitoring
- Call center operations
- Problem-solving
- Team building and leadership
CORE LEADERSHIP & OPERATIONAL STRENGTHS
- People Leadership, Coaching & Career Development
- CSAT, SLA & Service Quality Management
- Support Operations & Queue Oversight
- Escalation Leadership & Customer Recovery
- KPI Development, Analytics & Executive Reporting
- Root Cause Analysis & Corrective/Preventive Action
- Process Optimization & Continuous Improvement
- CRM & Support Platform Enablement
- Cross-Functional Collaboration
- Workforce Planning, Capacity & Coverage Management
Timeline
Product Support / Customer Service Supervisor
NORTHERN TOOL + EQUIPMENT
01.2020 - Current
Sales Service Manager
OTTO ENVIRONMENTAL SYSTEMS OF NORTH AMERICA, INC.
01.2016 - 01.2020
Customer Service & Technical Service Manager
JD NORTH AMERICA, INC.
01.2015 - 01.2016
Sales Service Manager
CHIQUITA BRANDS INTERNATIONAL
01.2012 - 01.2015
Certificate - Designing Organizational Structure, Resilient Leadership
Harvard Business School
Associate’s Degree - Early Elementary Education
Gaston College