Angel Reese
Mobile,AL
Summary
Accomplished Sr. Contact Center Associate at Harbor Freight Tools USA, adept in complaint handling and dispute resolution, enhanced new hire performance through mentorship. Excelled in a high-pressure environment, significantly improving customer satisfaction. Proficient in CRM software, showcasing a blend of technical and interpersonal skills, contributing to product development at Grainger Industrial Supply with insightful feedback.
Overview
11
11
years of professional experience
Work History
Sr. Contact Center Associate
Harbor Freight Tools USA
01.2021 - Current
- Supported new hires through mentorship, helping them acclimate to contact center environment more quickly.
- Balanced multiple priorities simultaneously while maintaining composure under pressure during peak call volume periods.
- Utilized software proficiently for accurate documentation of customer interactions and follow-up actions.
Product Support Specialist
Grainger Industrial Supply
03.2017 - 01.2021
- Managed high volume of support tickets, maintaining a consistent record of prompt resolution times.
- Followed up with customers to verify resolution of reported issues and initiated product replacement for unresolved problems.
- Contributed to product development by sharing valuable customer feedback and insights with engineering teams.
PT Crew Team Member
Firehouse Subs
06.2013 - 12.2016
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Maintained cleanliness and organized workspace, ensuring development of positive environment for both staff and customers.
- Assisted fellow crew members during peak hours, ensuring smooth operations without compromising quality standards.
Education
Bachelor of Science - Sociology
Central Piedmont Community College
Charlotte, NC01.2025
Skills
- Goal-Oriented
- Follow-up skills
- Typing Speed
- Dispute Resolution
- Complaint Handling
Timeline
Sr. Contact Center Associate
Harbor Freight Tools USA
01.2021 - Current
Product Support Specialist
Grainger Industrial Supply
03.2017 - 01.2021
PT Crew Team Member
Firehouse Subs
06.2013 - 12.2016
Bachelor of Science - Sociology
Central Piedmont Community College