Amanda Gentry
About Amanda Gentry
Amanda Gentry is a Quality Assurance Specialist at American Home Shield, where she has worked since 2019. With extensive experience in various roles within the company, she utilizes Verint and Aceyus systems for quality assurance reporting and generates operational insights using Power BI.
Current Role as Quality Assurance Specialist
Amanda Gentry has been serving as a Quality Assurance Specialist at American Home Shield since 2019. In this role, she utilizes Verint and Aceyus systems to conduct quality assurance reporting and provide call detail support. She is responsible for generating and publishing reports using Power BI to deliver operational insights. Additionally, Amanda participates in monthly calibration calls to document and communicate results and action items, contributing to the overall quality management within the organization.
Experience at American Home Shield
Amanda Gentry has extensive experience at American Home Shield, having held multiple positions since 2006. She started as a Dispatcher and later worked as a Customer Service Representative II from 2009 to 2014. Amanda also served as a Customer Retention Associate and Account Executive Assistant before becoming a Learning Management System Administrator from 2017 to 2019. Her diverse roles have equipped her with a comprehensive understanding of the company's operations and customer service processes.
Educational Background
Amanda Gentry completed her high school education at Southaven High School from 1997 to 2001. She furthered her studies at EveryNation Leadership Institute, where she focused on Ministry from 2017 to 2019. This educational background has contributed to her professional development and skills in communication and leadership.
Previous Employment Experience
Before her tenure at American Home Shield, Amanda worked at FedEx Ground as a Package Handler from 2000 to 2002 and later as a Quality Assurance Specialist from 2002 to 2004. These positions provided her with foundational experience in quality assurance and operational support, which she has applied throughout her career.
Skills and Contributions
Amanda Gentry maintains a call library on SharePoint for coaching and training purposes, enhancing the training resources available for her colleagues. Her expertise in quality assurance reporting and operational insights through tools like Power BI demonstrates her commitment to improving service quality and efficiency within her organization.