Angel Edwards-Aaron
Hutchins,Tx
Summary
Thoughtful leader with strong analytical and problem-solving abilities to drive business results. Have full ownership of strategic thinking to identify and capitalize on opportunities for growth and efficiency. Keen ability to analyze complex data and develop effective solutions to problems. Deliver symmetry with forward-thinking organizations that strive for meaningful impact.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Remote Service Worker
RemX, McKesson Specialty
01.2024 - Current
- Managed high call volume with professionalism and empathy, ensuring timely resolution of customer concerns.
- Enhanced patient satisfaction by addressing inquiries and resolving issues related to medical appointments, billing, and insurance.
- Handled sensitive patient information with confidentiality, adhering to HIPAA regulations at all times.
- Resolved escalated customer complaints efficiently while maintaining composure under pressure situations.
Spa Operations Manager
TouchNSkin Health And Wellness Spa
06.2022 - 10.2023
- Streamlined operations processes for increased efficiency and enhanced customer experiences.
- Maintained cleanliness and safety standards within the spa facility, ensuring compliance with all regulations.
- Coached employees on upselling techniques, resulting in higher average ticket sales per guest visit.
- Established a welcoming atmosphere for guests through exceptional customer service interactions from arrival to departure.
- Trained and mentored staff members to achieve optimal performance levels and maintain high standards of service.
- Ensured strict adherence to sanitation protocols, protecting both guests'' health as well as the reputation of the spa business.
- Managed inventory control, reducing waste and lowering product costs.
- Utilized promotions, print and digital marketing to attract new clients.
Assistant Call Center Manager
A-MAX Auto Insurance
08.2019 - 05.2022
- Assisted in recruiting top talent by participating in job fairs, conducting interviews, and evaluating candidates based on skills assessments results.
- Enhanced team productivity with regular performance evaluations, feedback, and coaching sessions.
- Oversaw the implementation of new technology systems, increasing operational efficiency and enhancing the customer experience.
- Led cross-functional teams in developing strategies for improving call center operations, resulting in increased efficiency and cost savings.
- Managed daily operations of the call center, ensuring optimal staffing levels, resource allocation, and workload distribution.
- Initiated incentive programs to motivate employees, leading to higher engagement levels and improved performance metrics.
- Implemented quality assurance measures to ensure adherence to company policies and maintain high standards of customer care.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
Call Center Supervisor
PFS Web Inc
10.2010 - 02.2019
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- 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.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Created team rotations to man center effectively during peak hours.
- Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
- Streamlined call center operations for increased efficiency by implementing new scheduling and workforce management strategies.
- Developed strategies for dealing with high call volumes during peak periods, including temporary staff adjustments and prioritization protocols.
- Facilitated cross-training programs, enabling team members to handle wider range of inquiries.
Call Center Quality Analyst
PFS Web Inc
09.2008 - 10.2010
- Contributed to team success by consistently meeting or exceeding performance metrics for call quality, handle times, and customer satisfaction scores.
- Achieved high levels of call quality assurance scores through proper adherence to company guidelines.
- Collaborated with Quality Assurance teams to analyze call data, identifying gaps in knowledge or skills requiring further attention.
- Created training materials for new hires, ensuring proper understanding of company policies and procedures related to quality assurance.
- Facilitated weekly call calibrations with brand clients
Customer Service Advocate
Telvisa
08.2006 - 09.2007
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with contractors and personnel to coordinate timely completion of work orders/ service request.
- Streamlined information gathering from store associates and owners, allowing for quicker decision-making and resource allocation.
- Exceeded performance metrics in both call handling and dispatch accuracy, resulting in a higher level of service to the facilities.
- Navigated multiple software platforms concurrently while engaging customers in conversations, enhancing multitasking skills in a fast-paced environment.
Education
Bachelor Of Science (B.S.) In Marketing Candidate -
Strayer University
03.2025
Associate In Science (A.S.) In Organizational Management -
Ashford University
06.2011
Highschool Diploma In US -
Wilmer-Hutchins HS
05.2004
Skills
- Hiring, training/developing, motivating, coaching, evaluating and retaining qualified staff
- Leading workflow distribution and floor management to ensure service levels are satisfied
- Building a team that effectively supports client programs, products and services
- Maintaining service, talk/wrap time, data, and both client and consumer satisfaction levels
- Proven leader with strong work ethic and excellent problem solving abilities
- Highly efficient with demonstrated ability for organization, attention to detail and adherence to deadlines Articulate with excellent interpersonal, written, communication and presentation skills
- Self-directed and flexible with success in adapting to change and performing confidently in a fast-paced, high pressure setting
- Employee Motivation
- Project Planning
- Operational Efficiency
- Constructive Feedback
Certification
- Public Notary
- Property and Casualty
Timeline
Remote Service Worker
RemX, McKesson Specialty
01.2024 - Current
Spa Operations Manager
TouchNSkin Health And Wellness Spa
06.2022 - 10.2023
Assistant Call Center Manager
A-MAX Auto Insurance
08.2019 - 05.2022
Call Center Supervisor
PFS Web Inc
10.2010 - 02.2019
Call Center Quality Analyst
PFS Web Inc
09.2008 - 10.2010
Customer Service Advocate
Telvisa
08.2006 - 09.2007
Bachelor Of Science (B.S.) In Marketing Candidate -
Strayer University
Associate In Science (A.S.) In Organizational Management -
Ashford University
Highschool Diploma In US -
Wilmer-Hutchins HS