Professional Summary
Professional Overview
Amy Ambrosini is an accomplished call center leader with over 14 years of experience in the insurance industry. As the AVP, Call Center Site Leader at Liberty Mutual Insurance, she is responsible for overseeing the strategic operations and performance of the company's New Castle, Pennsylvania customer service center.
Experience Summary
Current Role
In her current role as AVP, Call Center Site Leader, Amy is responsible for driving operational excellence, enhancing customer experience, and leading a team of over 200 customer service professionals. She has implemented innovative process improvements, optimized workforce planning, and fostered a culture of continuous learning and development. Under her leadership, the New Castle call center has consistently exceeded key performance metrics, resulting in improved customer satisfaction and operational efficiency.
Career Progression
Prior to her current role, Amy held several leadership positions within Liberty Mutual Insurance, including Senior Coaching Manager and Team Manager for the New Castle Customer Response Center. In these roles, she honed her expertise in contact center management, employee development, and data-driven decision-making. Her ability to drive team performance and implement strategic initiatives has been instrumental in her career advancement.
Academic Background
Amy holds a Bachelor's degree in Business Administration from the University of Pittsburgh, where she graduated with honors.
Areas of Expertise
- Call center operations and management
- Customer service strategy and optimization
- Workforce planning and performance management
- Process improvement and operational excellence
- Employee development and training
- Data analysis and business intelligence
Professional Impact
Under Amy's leadership, the New Castle call center has consistently achieved top-tier customer satisfaction scores and exceeded key performance targets. She has spearheaded the implementation of a comprehensive quality assurance program, which has resulted in a significant reduction in customer complaints and first-call resolution rates. Additionally, Amy has led the development of a highly effective coaching and training program, enabling her team to deliver exceptional customer service and adapt to evolving industry trends.
Conclusion
With her extensive experience, strategic vision, and strong leadership skills, Amy Ambrosini is a valuable asset to Liberty Mutual Insurance. She is committed to driving continuous improvement and fostering a high-performing, customer-centric culture within the New Castle call center. Amy's passion for excellence and her ability to deliver measurable results make her a respected leader in the insurance industry.
