Amanda Richardson

Current

Director of Customer Operations at Blackbox Republic
Business Process & Customer Care Advisor at Richardson Consulting

Past

Director of Customer Management at Varolii Corporation
Vice President, National Accounts at TransUnion, LLC
Director, Customer Support at Qsent, Inc

Technical Support Manager at NetIQ Corp
Service Quality Manager at Intel Online Services
Program Manager at Oracle Corporation

see less...

3 more...

Education

St. Leo University

Recommended

3 people have recommended Amanda

Connections

278 connections

Industry

Information Services

Amanda Richardson’s Experience

Director of Customer Operations

Blackbox Republic

(Computer Software industry)

September 2009 — Present (3 months)
Business Process & Customer Care Advisor

Richardson Consulting

(Management Consulting industry)

May 2008 — Present (1 year 7 months)

I support small and mid-sized technology companies in creating sustainable business processes that keep the customer in the forefront.

Together, we weave the customer experience into every aspect of your business: bizdev, product design & requirements, back office, development, sustaining engineering, operations, pre- and post-sales support, billing, documentation...
Director of Customer Management

Varolii Corporation

(Privately Held; 201-500 employees; Computer Software industry)

October 2007 — May 2008 (8 months)

Led five teams responsible for the post-go-live customer experience:

- a 24x7 Production Support team of Tier 1 and Tier 2 engineers.

- a Customer Advocacy team tasked with the ongoing business support of major customer accounts.

- a team of Application Analysts focused on the development of metrics around customer applications to optimize the customer's calling results.

- an Application Modification Engineering team, responsible for changes to live applications.

- an Application Monitoring team, applying knowledge of clients' application use patterns to the data provided by internal monitoring tools for early issue detection.
Vice President, National Accounts

TransUnion, LLC

(Privately Held; 1001-5000 employees; Information Technology and Services industry)

June 2006 — September 2007 (1 year 4 months)

Qsent was acquired by Trans Union in October, 2006.

Maintain and develop new sales opportunities, creating and using repeatable account management practices to shorten the sales cycle. Manage strategic accounts by understanding customer business challenges and Qsent products while ensuring customers are maximizing their data use.
Director, Customer Support

Qsent, Inc

(Privately Held; 51-200 employees; Information Technology and Services industry)

September 2002 — June 2006 (3 years 10 months)

Functioned as Qsent’s internal champion of customer satisfaction in contact data accuracy services. Worked extensively with Qsent’s IT, Professional Services, Marketing/Product, Quality Assurance and Account Management organizations in developing and owning internal process and systems that maximize benefits to our customers. Measurements of success were revenue growth, customer retention, SLA compliance, single call resolution and smooth product releases.
Technical Support Manager

NetIQ Corp

(Public Company; 201-500 employees; Computer Software industry)

January 2001 — September 2002 (1 year 9 months)

Managed technical support team to create the highest sustainable level of customer satisfaction and assure flawless operation of WebTrends products and services from a technical standpoint. Created and delivered ongoing staff training and incentive programs to support customer satisfaction and retention goals.
Service Quality Manager

Intel Online Services

(Public Company; 10,001 or more employees; Information Services industry)

July 2000 — January 2001 (7 months)

Managed root cause analysis team; assessed service failures and provided oversight for organization-wide corrective and preventative action plans.
Program Manager

Oracle Corporation

(Public Company; 10,001 or more employees; Computer Software industry)

February 1996 — July 2000 (4 years 6 months)

1999 - 2000 Service Delivery Operations Program Manager
1998 - 1999 Gold Support Account Manager
1996 - 1998 Gold Support Duty Manager