1. Professional Summary: Highlyskilled leader with a diversebackground inCustomer ServiceManagement, Human
Resources and CallCenter Leadership.An expert inChangeManagement, Collaboration,Innovationand leading
virtualExperience:
Contact Info:
2620 S Danube Way
Aurora, CO 80013
270-272-7004
alh252@gmail.com
Education:
B.S. HumanResource
Management
Regis University
Additional Skills:
Microsoft Office Suite
SharePoint
SAP
Cisco
Impact 360/Blue
Pumpkin
Avaya Systems
Verint Systems-
Coaching Advantage
Plus
WebEx
Google Apps
Amy Hansen
Professional Summary: Highly skilledleaderwith a diversebackground in Customer Service Management, Human Resources and
Call CenterLeadership. An expert in Change Management,Collaboration, Innovation and leading virtual teams.
Experience:
Grainger (October 2006-present)
Deployment SupportSpecialist(January2016-present)
 Invest in stabilization ofdeployments and driveaccountability for stabilizationandadoption.
 Instituteprocesses for thedistribution,communicationandanalysis of deployment performancemanagement andstabilization.
 Analyze projectdata to discoverrootcauses anddeterminechanges to processes orneed for futureprojects.
 Create process flow charts, supporting workinstructions, job aids andcommunications to all levels ofleadership andteammembers.
Customer Experience Coach(January 2011-December 2016)
 Monitor and coach roster of55 team members virtually improving the customer serviceand success withcompanyinitiatives from
83% to 95%.
 Constructanddeploy 3 new company initiatives that improved customer servicesurvey scores by 8% nationally.
 Develop and implement StandardWork that resulted ingaining two hours perweek for additional coaching ofteam members.
 Create and deliver training onnewnationaldeployments for 400+teammembers. Allteam members trainedwithin6 months.
Quality AssuranceAnalyst, Grainger (October 2007-January2011)
 Evaluated40ContactCenter team members virtually to gainconsistency in customer service andreducing averagehandle timeby
10%.
 Partnered withtheWorkforceManagement team toanalyzeand implement improved staffing patterns togain 6%in company
servicelevels.
 Developed Customer Serviceinitiatives that ledto anincrease of4%in CustomerSurvey Scores.
 Created Contact Centercontingencyplans thatprovideda quickerreaction timetoemergency situations.
Sales Team Lead, Grainger (October2006-October 2007)
 Supervised 10ContactCenter team members in customerserviceroles andtransitioned toteamof20 covering ContactCenter and
Counter Sales roles.
 Delivered performance improvement plans to team members toreduce turnover and increaseemployee engagement surveyscores
by 7%.
 Analyzed andcommunicated phonestatistics to alllevels ofmanagementto improve standarddeviationto less than 5%.
 Created employeeperformance improvementplans withongoing meetings to ensure accountability
 Audited business operations in 10facilities to measurecomplianceto company standards and improved audit scores toa 92%
average.
Denver PublicSchools, Human ResourceScreener (January 2013-October 2013)
 Prioritized resumes for core teaching competencies
 Screened applicants by conducting initialinterview
 Delivered hiring recommendations onover300teaching applicants
Aeropostale, StoreManager (December 2005-October2006)
 Managed $3Million clothing storein alloperations and customerservice
 Performed allbenefits, compensation and payroll needs for 15employees.
 Exceeded sales goals by 3% andreducedoperating expenses by 6%.
 Developed and heldemployees accountableto performance improvementplans.
 Provided orientation and training tonewmanagers .
David’sBridal, General Manager (November 2003-December 2005)
 Managed $10 Millionbridal store in alloperations andcustomer service.
 Provided allbenefits, compensation and payroll needs for 30 employees in commission sales and alterations.
 Developed and conducted weekly training toexceedcompany standards.
 Grew sales 20%exceeding sales goal within6 months.
Talbots, StoreManager (December 1996-November 2003)
 Managed several stores increasing involumefrom $2-5 Millionwith 10-20employees.
 Managed all benefits, compensationand payrollneeds as wellas conducted performanceimprovement plans and annual merit
reviews.
 Developed and delivered managertraining on feedback and coaching annually.
 Created the Customer RelationshipProgram thatresultedin a 12%increaseinsales and improved customerloyalty.
 Awarded Manager oftheYear in2000.
 Assisted inHR Mediations withother storelocations.