Customer Support Supervisor & QA Leadership

AMY HUNT-JAMES

Sugar Land / Houston, TX 832-***-**** ***********@*****.***

https://www.linkedin.com/public-profile/settings/

CUSTOMER SUPPORT SUPERVISOR

Call Center Operations Quality Assurance Escalation Management Team Leadership PROFESSIONAL SUMMARY

Dynamic Customer Support Supervisor with 16+ years of call center experience, specializing in technical support, team leadership, and high-volume operations. Proven record of optimizing team workflows, ensuring strict regulatory and quality compliance, and managing complex customer escalations to protect client partnerships and drive operational metrics. CORE COMPETENCIES

● Leadership & Operations: Team Supervision, Quality Assurance (QA) Monitoring, Performance Coaching, Schedule Optimization

● Client Relations: Complex Conflict Resolution, High-Level Escalation Management, Partner Relations

● Technical Support: Hosting & DNS Support, Inbound/Outbound Call Center Management, Technical Troubleshooting

PROFESSIONAL EXPERIENCE

Tivly Houston, TX

Customer Service Supervisor Jan 2023 – Sept 2025

● Operations Leadership: Spearheaded daily operations for a high-volume team handling commercial insurance inquiries for small business clients.

● Quality & Compliance: Monitored agent interactions to ensure strict alignment with quality assurance standards and company communication guidelines.

● Performance Driving: Consistently met and exceeded daily operational targets for productivity, service response times, and compliance metrics.

● Team Development & Escalations: Provided active coaching and schedule optimization while serving as the primary point for complex client conflict resolution. Randstad / Alcon Labs Houston, TX

Assembly Operator Jan 2021 – June 2022

● Precision-assembled specialized surgical kits for ophthalmology procedures under strict quality control standards.

InMotion Hosting Virginia Beach, VA

Technical Support Representative Apr 2017 – Oct 2017

● Provided technical troubleshooting and support for web hosting, DNS configurations, and customer server environments.

HostGator Inc. Houston, TX

Web Advisor Oct 2012 – Oct 2014

● Delivered front-line technical support and website design assistance to support client web operations.

Reliant Energy / NRG Houston, TX

Price Investigation / Customer Service Specialist Apr 2005 – Sept 2012

● Investigated complex billing disputes, resolved high-level customer inquiries, and managed account escalations.

COMMUNITY ENGAGEMENT & EDUCATION

● Volunteer: Star of Hope Women Development Center, Houston, TX (Apr 2018 – Jul 2018)

● Education: Person, Place

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