ANGELA BRYANT
Stockbridge
Summary
“I am a married mom of three children. I’ve taken the last few years off to spend time with them at home. However, I miss being valued at work. I have extensive customer service experience from entry level, to senior level, to team management, to department director. I thoroughly enjoy working with customers and resolving their problems. I look forward to a new role and a new chapter.”
Overview
32
32
years of professional experience
Work History
Administrative Assistant
City of Stockbridge Municipality
09.2014 - 11.2019
- Managed visitors frequenting City Hall; provided City Hall tours; managed park pavilion rentals; updated city website with current information and happenings; automated routine processes
IT Business Analyst II
IBM
11.2010 - 08.2014
- Facilitated seamless integration of new technologies into existing infrastructure, minimizing disruption to daily operations.
- Provided expert consultation on best practices for IT systems usage, enabling clients to achieve their goals more efficiently.
- Assisted in the selection and acquisition of suitable hardware/software tools based on the needs of the organization.
- Conducted in-depth data analysis to inform strategic decision-making, leading to more effective resource allocation and prioritization.
- Maximized end-user satisfaction through diligent troubleshooting, ensuring timely resolution of technical issues.
- Served as an integral team member on large-scale IT initiatives by contributing valuable insights gleaned from years of industry experience.
- Managed projects from inception through completion, consistently delivering on-time and within budget constraints.
- Enhanced system functionality for increased efficiency through detailed analysis of user needs and software capabilities.
North America Information Systems Director
Equifax
12.2005 - 10.2010
- Directed cross-functional teams (two in Atlanta and one in Montreal) to achieve strategic goals.
- Oversaw project management activities, ensuring timely delivery of key milestones.
- Implemented innovative solutions for enhancing operational efficiency and streamlining processes.
- Improved organizational performance by leading initiatives that aligned with corporate objectives.
- Developed and executed comprehensive strategies for expanding market presence and increasing brand awareness.
- Enhanced team productivity with effective leadership and clear communication.
- Led change management processes to successfully transition organizational structures.
Call Center Supervisor
Equifax
09.2003 - 11.2005
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics.
- Developed process controls and metrics for daily management of call center.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
Sales Support Specialist
Equifax
01.2001 - 08.2003
- Managed customer accounts, responding to inquiries and resolving customer service issues
- Prepared and presented sales reports and customer profiles to upper management.
- Coordinated responses and resources to handle special client requests.
- Assisted in the development of custom solutions for clients'' unique needs through active participation in brainstorming sessions with the sales team.
- Documented customer complaints and completed corrective action requests.
- Developed and maintained relationships with key accounts and existing customers.
Customer Service Representative
Equifax
03.1998 - 12.2000
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
Tech Support Rep
Computer Generated Solutions
01.1996 - 02.1998
- Provided tech support in a call center for IBM field support reps
- Assisted customers with technical issues to enhance user experience
- Provided detailed support to customers, resolving issues efficiently
- Fielded calls from sales staff, management, and customers in a call center environment
- Resolved inquiries to improve customer satisfaction.
- Guided clients through troubleshooting processes to solve technical problems.
Administrative Assistant
DFCS
01.1988 - 01.1996
- Supported Area Directors of Child Protective and Foster Care Services
Education
B.S. Degree - Business Management, Leadership
Shorter College
01.1999
HS Diploma -
Pike County High School
01.1986
Skills
- Impeccable customer service
- Reliable and Flexible
- Excellent critical thinking and problem-solving skills
- First-rate written and verbal communicator
- Customer service
- Data entry
Hobbies and Interests
- Interior Decorating/Staging
- Painting
- Reading
- Scrapbooking
Timeline
Administrative Assistant
City of Stockbridge Municipality
09.2014 - 11.2019
IT Business Analyst II
IBM
11.2010 - 08.2014
North America Information Systems Director
Equifax
12.2005 - 10.2010
Call Center Supervisor
Equifax
09.2003 - 11.2005
Sales Support Specialist
Equifax
01.2001 - 08.2003
Customer Service Representative
Equifax
03.1998 - 12.2000
Tech Support Rep
Computer Generated Solutions
01.1996 - 02.1998
Administrative Assistant
DFCS
01.1988 - 01.1996
HS Diploma -
Pike County High School
B.S. Degree - Business Management, Leadership
Shorter College
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