Amanda Holmes

About Amanda Holmes

I believe that exceptional customer service starts with a strong, supportive environment. A well-structured operation, effective training, and engaged employees are all essential to delivering outstanding results. I am passionate about optimizing processes, enhancing team efficiency, and fostering a workplace where employees feel valued and empowered.Transparency is key to operational success, ensuring teams can collaborate effectively. Training should be dynamic, consistently updated, and aligned with evolving demands. Most importantly, employee engagement drives long-term success—frontline workers are the face of the organization, identifying trends and shaping customer experiences. When employees feel supported, they thrive, and in turn, so does the business.About Epiphany!We’re specialists in providing 24/7, US-based frontline customer care for the healthcare tech market. We help Americans get the most from their healthcare, and enable innovative service providers to thrive.Our approach combines US-based contact center services, expert training, and end-to-end device logistics – providing you with everything you need to deliver the best customer service possible.Our mission is two-fold: providing healthcare technology companies with unrivalled, omnichannel customer services, while helping to keep their support costs low.Our support services are award-winning, cost-effective, and extend from service design through to delivery and constructive feedback loops. We’re there to help your customers, so you can focus on your core business. Based on our interactions with your customers, we help you improve your self-service and automation options, minimize call churn, and free up agent time for more complex conversations. We help you to use us less.We hire expert, empathetic problem-solvers, and they stay with us for four times longer than the industry average.Our teams are entirely US-based too, so local understanding and the ability to deliver 24/7 support is a given.Our home is Akron, Ohio. We’re in the tech hub of the Midwest, and a hotbed of healthcare technology talent.The growing concentration of healthcare tech specialists in the area means that we benefit from a rich talent pool – and our healthcare clients and their customers benefit from this talent too.

Experience

1. Manager, Consumer Operations & Quality

   Epiphany

   Mar 2025 — Present · Akron, OH, US

   Oversee daily operations for project/client, providing consumer and employer-related support services. Lead a multidisciplinary team covering call center, quality, reporting, and client services, ensuring operational excellence and compliance with state requirements. Solely manage quality and performance management, developing KPIs, scorecards, and performance-tracking systems that drive measurable improvements. Created and implemented new reporting frameworks in collaboration with the analytics team to enhance visibility into service delivery and efficiency. Serve as a certified trainer, developing and delivering training programs for new hires, supervisors, and leadership staff. Partner with client stakeholders and internal leadership to align objectives, streamline processes, and enhance consumer satisfaction. Guide the reporting team on key data requirements, ensuring accurate and timely metrics for leadership decision-making.

Education

• OHDELA

  High School Diploma

• The University of Akron

  Business Administration and Management, General