Amanda Burnett MBA

Trailblazer
DISC Type : DI

Head of Billing Operations at Utilita Energy

Greater Dublin, Ireland

Overview

Amanda is a seasoned operations leader with over 18 years of experience in the contact centre industry. As the Head of Billing Operations at Utilita Energy, she leverages her expertise in driving operational excellence and enhancing customer experiences, supported by an MBA from the University of Essex.

Outside of her primary role, Amanda is passionate about leadership development. She volunteers as the Chair for the Team Leader User Group at the South West Contact Centre Forum, where she mentors peers and facilitates knowledge-sharing on industry best practices and current challenges.

After an unexpected redundancy, she publicly embraced it as a "catalyst for transformation and growth. "

Personality Overview

Charismatic

Friendly But Fast

Informal

They are charming and have the ability to align others behind their decisions.  They are more likely to be open to unproven but exciting technologies. They respond better to a combination of speed and relationship.

Topics They Care About

Leadership & Mentoring
Volunteers as a User Group Chair for the South West Contact Centre Forum, guiding discussions and fostering professional growth among team leaders.
Operational Excellence
Proven track record of improving key metrics, having previously reduced response times by 50% and increased customer satisfaction by 10% in a large contact centre.
AI in Contact Centres
Actively engages with emerging industry trends, including participating in webinars on the application of AI to enhance customer experience.

Media Appearances

Amanda has no verified media appearances

Work History

1-2024
Head of Billing Operations at Utilita Energy
7-2023
Chair of Team Leader User Group (Volunteer) | Contact Centre | Customer Service | Leadership at South West Contact Centre Forum
5-2018 - 1-2024
Head Of Operations & Customer Experience | Operations Management | Strategy | Contact Centres at Subfero
5-2016 - 5-2018
Shift Manager | Contact Centre | Leadership | Coaching | Mentoring at Subfero
10-2015 - 5-2016
Team Leader | Contact Centre | Leadership | Coaching and Mentoring | Customer Satisfaction at Subfero

Education

10-2020 - 9-2023
Master of Business Administration - MBA from University of Essex

More Information

Social Presence :

Prographics :

Exp : 10 Location : Greater Dublin, Ireland Job Level : Mid-senior Designation : Head of Billing Operations at Utilita Energy
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Insights For Selling To Amanda

During A Call Or A Meeting

DO's

  • Display high self-confidence and expect them to have a strong personality.
  • Talk about yourself and some of your achievements at the start of the conversation
  • Use phrases like ‘your decision will’, ‘you will impact’ etc.

DONT's

  • Avoid unnecessary negativity or slowness
  • Don’t hesitate from asking questions or pushing them, but take a friendly approach
  • Don't make any commitments that you might not be able to fulfill

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Amanda is

  • Relationship and product conviction matter equally, followed by a sense of achievement.
  • Will you ever get a clear answer from Amanda

  • If they are not convinced, they will say no albeit in a friendly manner.


Insights For Deal Planning

    How fast (or slow) will Amanda move?

  • They can reach decisions quickly if they develop trust and confidence in the product.
  • Can Amanda take some risk or not?

  • They can take risks if necessary.

You And Amanda

Personality Compatibility


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