Angel Bradshaw "Lola"
Edmond,OK
Summary
Self-motivated, customer focused, and results-driven onsite manager dedicated to the advancement of companies and the under-privileged community. Strong focus and dedication to demonstrating leadership, compassion, and a growth mindset with a proven track record in overseeing daily operations, resolving conflicts, and ensuring patient satisfaction and advocacy. Skilled in recruitment, effective communication, problem-solving, and strategic planning, with a strong commitment to assisting the vulnerable population.
Overview
10
10
years of professional experience
Work History
Onsite Manager
Structured Training Services
03.2022 - Current
- Monitored daily staff functions making adjustments as necessary to maintain compliance without sacrificing quality or HUD guidelines.
- Reviewed existing policies and developed procedures to enhance work productivity, recruitment, hiring processes, and talent management.
- Liaised between management and employees to deliver conflict resolution, alleviate staff challenges, and interpret policies.
- Planned and managed recruitment activities for new hires using strategic personnel, staffing, and position management practices.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employee reducing staff turnover by 12%.
- Implemented performance management systems, providing constructive feedback and coaching opportunities for employees.
Customer Service Manager
ISN Corporation
03.2022 - Current
- Reevaluated, reorganized, and restructured existing customer service processes to maximize efficiency and increase overall productivity and customer satisfaction.
- Executed month-end and year-end closing functions for departmental daily input and output.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Maintain a detailed satisfaction log which was closely inspected for any discrepancies including: errors, omissions, and duplicates.
- Managed a team of 8 customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Advocated for borrowers rights when interacting with external agencies or institutions, ensuring adherence to HUD guidelines
- Coordinated services with other agencies to provide useful benefits and resources to borrowers.
Document Management Supervisor
Novad Management Consulting
04.2017 - 03.2022
- Collaborated with accounting department and proposed recommendations and tactics that supported the increase of overall check output by more than 33% in just 6 weeks.
- Reduced errors in check logging process from 28% to 13% within 8 weeks and maintained it for well over 2 years.
- Managed daily incoming and outgoing documents including scanning, prepping, and logged checks for various HUD portfolios.
- Improved overall department performance by identifying areas for growth, developing action plans, and providing targeted training.
- Verified authenticity of signatures to comply with the set standards and regulations for HUD requirements while ensuring all documents were signed and stamped per guidelines, before being transferred internally and externally.
Sales Associate- Artist
Sephora
03.2016 - 10.2018
- Elevated client experience through active listening, provided detailed demonstrations, and brand awareness.
- Utilized customer service skills to build strong relationships and successful client base.
- Consistently learned new products, techniques, and skills to provide satisfaction and encourage sales.
- Analyzed customer’s needs, questions, and concerns to build trust, promote sales, and provide specific service while decreasing returned goods and reducing expenses.
- Employed efficient upselling tactics to meet and exceed sales goals for 3 consecutive months.
Certified Nursing Assistant
Wellington Parke
02.2015 - 05.2016
- Commended for chart accuracy, effective team collaboration, patient relations and consistent delivery of empathetic care.
- Coordinated with case workers to schedule and develop activity programs for 40+ residents.
- Complied with HIPAA standards in all patient documentation and interactions.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Educated patients and families on available resources and community programs, increasing their access to needed services within their communities.
- Liaised between patients and medical staff, facilitating effective communication of needs, preferences, and treatment plans.
- Developed strong relationships with patients, fostering trust and open communication in the healthcare setting.
Education
Rose State College
Oklahoma City, OK2019
Skills
- Problem-Solving
- Customer-focused
- Customer Relations
- Time Management
- Training and mentoring
- Decision-Making
- Excellent time management skills
- Adherence to high customer service standards
- MS Office
- Issue Resolution
- New Hire Training
- Talent Allocation
- Talent Development
- Turnover Minimization
Timeline
Onsite Manager
Structured Training Services
03.2022 - Current
Customer Service Manager
ISN Corporation
03.2022 - Current
Document Management Supervisor
Novad Management Consulting
04.2017 - 03.2022
Sales Associate- Artist
Sephora
03.2016 - 10.2018
Certified Nursing Assistant
Wellington Parke
02.2015 - 05.2016
Rose State College
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