Alexandra Angulo
Phoenix,AZ
Summary
Talented Bilingual Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee development. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand. Organized team leader builds positive rapport, inspires trust and guides teams toward achievement of organizational goals. Excellent interpersonal and communication skills.
Overview
10
10
years of professional experience
Work History
Team Lead, Titles
Carvana
09.2020 - 10.2023
- Monitor daily activity of 13 specialists, responsible for providing feedback, conducting performance frequent check-ins, and setting goals to meet performance requirements.
- Generate and monitor reporting dashboards, drive KPIs and summarize trends for senior leadership team.
- Identify problems, seek answers, and find solutions for behaviors impacting efficiency.
- Address and effectively manage complex and sensitive employee-facing issues.
- Triage problems and recommend changes to existing workflows to improve user experience.
- Actively recognize erroneous and inconsistent information in data mining process.
- Partner with other departments and external vendors to improve standard operating procedures e.g., title process.
- Staying abreast of operational changes to better support internal and external vendors.
Care Provider
Arizona Quality Care
02.2014 - 09.2020
- Supervise and monitor behavior and safety of child/adult under my care.
- Organize activities and implement a curriculum that allows children/adults to learn about different environments and explore other interests.
- Develop schedules and routines to ensure that child/adult have enough physical activities, rest, and playtime.
- Generate reports, engage via text messages, and other written material to summarize children’s progress, routines, and special interests.
Licensed Insurance Agent
Allstate Insurance
02.2016 - 05.2018
- Knowledge of US auto claims coverages and insurance policies
- Assisting customers with filing FNOL claims
- Building sustainable relationships and trust with customer accounts through open end interactive communication
- Educate customers on each type of insurance coverage and make recommendations based on their needs
- Evaluate current insurance policy and recommend additional coverage when needed.
Education
Bachelor of Arts in Psychology - Business Administration
Arizona State University
Tempe, AZ05.2020
Skills
- Expert in Microsoft Office Suite
- Meticulous Attention to Detail
- Quality Control
- Performance Improvement
- Key Performance Indicators
- Coaching & Development
- Documentation and Reporting
- Goal Setting
- Knowledgeable in Workday, Salesforce, JIRA & Tableau
- Call Center Operations
- Schedule Management
Achievements
Cum Laude / Undergraduate Honors Cord
Timeline
Team Lead, Titles
Carvana
09.2020 - 10.2023
Licensed Insurance Agent
Allstate Insurance
02.2016 - 05.2018
Care Provider
Arizona Quality Care
02.2014 - 09.2020
Bachelor of Arts in Psychology - Business Administration
Arizona State University