Amy L. Timpanaro
Head of Customer Experience @PowerPak
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WORK HISTORY
Head of Customer Experience @PowerPak
Congers, NY, US
EDUCATION
University of Phoenix
BS in Business with a concentration in Management, Management and Operations
ABOUT AMY L. TIMPANARO
People-first, growth-driven, and solution-obsessed executive with 15+ years transforming national and global service organizations. I specialize in turning complex service ecosystems into seamless, scalable, customer-centric experiences that lift CSAT, OSAT, NPS, and FCR while strengthening brand trust and operational efficiency.I’ve led multi-site, multi-channel teams (voice, email, chat, text, and social) and architected enterprise service strategies that bridge people, process, and technology. As a trusted change agent, I turn service operations into a growth engine: blending autonomy, frontline grit, and leadership development with scalable processes and smart technology. I’m tenured in regulated industries; healthcare, pharma, and environmental. Thrive on building high-trust, high-performance cultures where teams are empowered to turn complexity into clarity, reduce costs, delivering faster resolutions, stronger VOC translation, and reduced operational friction. I’ve managed $40–$60M in annual spend and delivered consistent YoY value improvement while sustaining compliance standards. Skilled in building and managing strategic BPO partnerships from contract to performance leading RFPs, negotiating MSAs/SOWs, and ensuring measurable results.Highlights: Omni/Multi-channel • Saas • Customer Experience Strategy • Process and Continuous Improvement Optimization • Call & Contact Center Leadership • Escalation & Incident Management • Change Management • Budget & Vendor Management • CRM Selection & Implementation • B2B / B2E • Cross-Functional & Matrix Leadership at Scale • Emotional Intelligence & Change Agility • High-Trust, High-Accountability Culture Building • Employee Engagement & Retention Strategy • Leadership Development, Coaching & Succession Planning • Executive Stakeholder Influence & Alignment
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