Angel Scott
Overview
19
19
years of professional experience
Work History
Customer Service Supervisor
Walgreens
07.2018 - Current
- Assisted in the development of customer service policies that reduced resolution time (ATTR) by over 30%.
- Achieved an average of 98% CSAT (customer satisfaction) goal each quarter for the department and maintained a 97% customer satisfaction survey rating.
- Supervised and motivated staff by recognizing and rewarding individual achievements, maintaining a positive attitude, encouraging creativity and delegating tasks appropriately.
- Evaluated programs to determine necessary equipment and supplies and maintained inventory controls.
Office Manager
King Payday Loans
08.2014 - 10.2018
- Supervised junior staff responsible for resolving account issues (account access, troubleshooting, transactions renewal) via phone and email support.
- Upgraded internal systems to Office 365 to set up and manage SharePoints sites.
- Translated and assembled business requirements into detailed, production-level technical specifications, detailing new features and enhancements to existing business functionality.
Site Manager
Hollywood Laundry
05.2011 - 08.2015
- Created and maintain customer database to track sales, inventory, and customer preferences.
- Implement security policies and intrusion detection software on company network system.
- Trained the assigned staff and site based staff in the proper use of specialized tools, materials, and equipment.
- Implemented procedures to triple revenue by improving productivity.
Front End Manager
Lowe's Home Improvement
03.2006 - 12.2011
- Create training materials, daily shifts, and rotation schedules to meet business needs without altering PTO request.
- Maintained financial reports and tickets in department for auditing team for 3 years.
- Interacted with business users to analyze the process and gather the requirements, making necessary changes to schema objects to fulfill their reporting and business needs.
Timeline
Customer Service Supervisor
Walgreens
07.2018 - Current
Office Manager
King Payday Loans
08.2014 - 10.2018
Site Manager
Hollywood Laundry
05.2011 - 08.2015
Front End Manager
Lowe's Home Improvement
03.2006 - 12.2011
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