Amy Bouthilet, Alta Resources - President
Amy Bouthilet has been with Alta Resources for over 13 years, serving in various roles, including Trainer, Quality Assurance Manager, Program Director, and most recently, Group Operations Director. She has over 20 years of organizational development and training experience, with an emphasis on leadership and employee development. In addition, Amy has an extensive quality background and a personal passion to deliver an exceptional consumer experience.
Whether in a corporate support role or in direct management of a consumer care team, Amy has a proven track record of increasing consumer satisfaction scores through the utilization of Six Sigma. Amy facilitates Six Sigma White Belt Training for organizations looking to increase consumer satisfaction through process improvement.
Amy studied Organizational Communication at the University of Wisconsin – Eau Claire. She is MBTI® certified and has completed leadership development and customer service training programs through AchieveGlobal.
Dulcie Neider, Alta Resources - Director Technology
Dulcie Neider has been with Alta Resources for over 10 years, starting as an inbound customer Care Rep, Team leader and most recently as Program Director. Dulcie has over 15 years in customer service working with manufacturing companies, a medical distribution company and various call centers. With a bachelor's degree in Marketing from the University of Wisconsin - La Crosse, she also has worked as a Social Media and Marketing Coordinator. Dulcie is also a Six Sigma green belt.
In addition to believing in top notch customer service, Dulcie also believes in taking care of and believing in the front line as the face of the company. In making the front line feel that what they do matters, excellent customer service is easily achieved.
Pam Eckert, SC Johnson - Membership Ambassador
Pam Eckert has been with SC Johnson for over 10 years, serving in various global and NA positions; and most recently, Operational Excellence for Global Care and expanded role as interim backfill as APAC Regional. With over 6+ years’ experience in contact center operations, she has broad experience for ensuring contact center best practices are leveraged with consideration for cultural consumer behaviors. In addition to providing oversight of the one global CRM integration for all regions, compliance and system automation, Pam has a personal passion for excellence in all operations.
Since starting her SOCAP membership, Pam has enjoyed meeting new people through the local chapter events and the opportunity it provides for personal development, knowledge sharing and networking. She is grateful to serve on the Wisconsin chapter and looks forward to enhancing the local chapter experience for other members.