Open to opportunities

Joe Ann Amadio

@joeannamadio

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Customer service leader with 10+ years of operational excellence.

United States

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What I'm looking for

I seek a role that values customer-centric leadership and offers opportunities for team growth and operational innovation.

As a Senior Manager in Customer Service Technical Support, I have over a decade of experience in scaling high-performing teams and optimizing support operations in B2B environments. My passion lies in building customer-centric departments from the ground up, utilizing data-driven strategies to enhance performance and advocate for customers. I thrive in dynamic settings, leveraging AI tools to automate workflows and improve efficiency.

Throughout my career, I have achieved significant milestones, including elevating SLA performance to 98.75% and sustaining a 95% customer retention rate. My leadership has been recognized nationally, and I have successfully established new departments and implemented customer experience systems that drive operational excellence. I am committed to fostering a high-engagement culture that promotes team growth and satisfaction.

Experience

Work history, roles, and key accomplishments

Current

Senior Manager, Account Development

Current

MoLo Solutions c/o ArcBest

Jan 2024 - Present (1 year 6 months)

Improved team accountability and strategic oversight by launching first performance visibility KPIs in partnership with Power BI team for weekend operations. Standardized performance management practices by co-developing an SOP with HR, incorporating KPI-driven feedback cycles to ensure objective evaluations. Oversaw negotiation of high-value contracts, securing favorable terms and strengthening l

Power BI KPIs Contract Negotiation Copilot)Vooma Smartsheet CRM

Senior Manager, Customer Operations

MoLo Solutions c/o ArcBest

Jan 2022 - Dec 2024 (2 years 11 months)

Directed daily functions for incident response, claims resolution, and customer operations across diverse client portfolios. Implemented customer feedback programs with NPS surveys to monitor satisfaction and drive improvement. Managed full P&L responsibilities, optimizing cost control and profitability while maintaining high service standards.

Incident Response Claims Management Customer Operations P&L management Operational Training SOP Development Performance Management

Manager, Issue Resolution

MoLo Solutions c/o ArcBest

Jan 2020 - Dec 2022 (2 years 11 months)

Built and scaled a new support department, Issue Resolution, from the ground up; defining team structure, implementing scalable systems, and developing training and KPIs for a high-growth, tech-enabled environment. Delivered white-glove onboarding and support, ensuring personalized attention for high-value customers. Led daily operations and high-volume incident management to ensure timely resolut

Department Building Scalable Systems Onboarding Incident Management Cross Functional Collaboration Customer Retention Logistics

Department Manager

Nordstrom

Jan 2014 - Dec 2019 (5 years 11 months)

Administered daily operations and performance development for teams of up to 35 associates in high-volume departments. Boosted team engagement and retention by introducing personalized coaching plans, daily targets, and peer-driven motivation strategies.

Operations Management Coaching Inventory Management Customer Satisfaction Retail Operations Leadership Training

Education

Degrees, certifications, and relevant coursework

Roosevelt University

Bachelor of Arts, Biology, Psychology

Studied Biology with a minor in Psychology at Roosevelt University. This program provided a comprehensive understanding of biological sciences and human behavior.