As COO of 211 LA County, Amy Latzer has led a transformation of the call center operations to focus on excellence in quality, productivity, and customer service. Amy provides leadership and staff development expertise through coaching and training, monitoring and improving all service levels, program development, and maintaining communication for the multiple requirements of contract compliance. She has an extensive background in contact center and operations leadership specializing in identifying symptoms, diagnosing root causes, and creating exceptional efficiencies, and building infrastructure without compromising quality.
In 2014, Amy was awarded the Outstanding Quality Focus Award from Quality Assurance Training Connection, nominated by InContact.
Prior to 211 LA County, Amy worked in various corporate contact centers and led business operations with a focus on process improvement, creating new business opportunities, and staff development.