Amy Monaco

WORK HISTORY

EDUCATION

ABOUT AMY MONACO

Customer Experience and Operations Leader with over 20 years of experience in optimizing customer experience strategies, enhancing operational efficiencies, and driving team performance across diverse industries including SaaS, telecommunications, tech, E-commerce & logistics, supported by a strong educational foundation in Psychology and Liberal Arts.Results-driven customer experience leader known for transforming complex operations into seamless, customer-focused ecosystems. With over two decades of experience spanning support, operations, BPO, and SaaS environments, I elevate the customer journey by blending empathy with analytics—driving measurable gains in satisfaction, retention, and efficiency. I partner cross-functionally to design scalable processes, implement technology that enhances visibility and responsiveness, and foster a culture of accountability and care across every customer touchpoint. My passion lies in delighting customers, elevating the customer experience and building teams and strategies that turn customer feedback into action, ensuring every interaction reinforces trust, loyalty, and long-term value. Cost Savings and Value Adds:• Drove $1.2M in savings in 2022 through achieving a remarkable 45% reduction in costs.• Slashed costs by 50% and saved $1.5M annually in 2022 via BPO sourcing and negotiations.• Yielded robust value in NPS by 11% and 13% on a year-over-year basis in 2023 and 2024, respectively, through creating and executing a series of targeted, innovative initiatives.• Increased CSAT 10% since 2023 through creating a Customer Satisfaction task force.