Amy C.

About Amy C.

Highly motivated and experienced executive skilled in orchestrating business strategy and operations, with focused subject matter expertise developed over a series of promotions within Maui Jim Sunglasses * Offers a demonstrated record of results in a complex business environment. Scope of experience includes customer care operations, information technology, operations planning, finance and the oversight of overseas operations * Visualizes broad situations and executes focused strategies through exceptional leadership, with a command of the details necessary to ensure the successful resolution of complex issues. Skilled in quick-thinking and devising creative solutions to complex problems, capturing increased efficiency and productivity Areas of Expertise:* Seasoned Executive Leader * Trusted Advisor and Strategist * Leader through Leaders * Customer Experience * Product Development and Management * Strategic Roadmaps Selected Career Achievements:* Directs all facets of Customer Care operations, with accountability for the performance of a customer experience center, customer operations after sales and direct oversight of the Quality Control team. Manages a team of 250 employees, capturing significant gains in employee satisfaction over two years * Designed and implemented ERP, e-commerce, and mobile environments on a global scale * Co-led a global multi-year $20M SAP implementation project, guiding the initiative to meet and surpass targets for end user satisfaction, uptime, response time, and accuracy

Experience

1. Vice President of Customer Care

   Maui Jim Sunglasses

   Jan 2020 — Present · Peoria, IL, US

   Leads vision, strategy, and execution for all facets of Customer Care operations, with accountability for the performance of a customer experience center, customer operations after sales and direct oversight of the quality control team- Credited with delivering exceptional customer experiences in a challenging and highly competitive industry, safeguarding and growing market share, customer satisfaction, and loyalty- Exercises responsibility for After Sales Annual Revenue of $15M- Leads a team that supports $400M in revenue through the management of 1.2 million annual interactions across phone, chat, text, email and social media channels each year. Oversees the entry of 400k orders while sustaining an NPS of 80+- Maintains accountability for Quality Control on outbound Made to Order products representing $84M in RX revenue. Team hand inspects each Made to Order piece- Oversees Quality Control of Made to Stock inventory conducting inspections of 25% of products. Transformed department to reduce overtime by 100% by adding only 50% of the man hours while improving quality levels and improving employee retention.

Education

• University of Illinois at Urbana-Champaign - College of Business

  B.S.

• Parkland College

  Associate's degree