Angel Walton
Customer Service
Woolwine,VA
Summary
Dynamic customer service professional with over 14 years of diverse experience in hospitality, insurance, mental health, and automotive sectors. Recognized for adaptability in scheduling and a strong commitment to remote work environments. Proven ability to engage effectively with customers, consistently delivering exceptional service that fosters positive relationships and enhances overall satisfaction. Results-driven individual dedicated to creating impactful experiences that elevate brand loyalty and drive business success.
Overview
11
11
years of professional experience
Work History
CSR II & Subject Matter Expert- Remote
Partnerhero- Headway
05.2023 - 08.2025
- Insurance calls. ( inbound and outbound calls ).
- Document processing.
- Microsoft Office experience.
- Google suites experience.
- Document tracking.
- Directed customer interactions to deliver prompt resolutions and enhance satisfaction levels.
- Trained new team members in company protocols and effective communication techniques.
- Developed strategies to streamline workflow processes and improve service efficiency.
- Led cross-departmental initiatives focused on reducing response time and boosting productivity.
- Implemented solutions for complex customer issues, ensuring seamless experiences.
- Collaborated with management to refine operational procedures for enhanced service delivery.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Scoping tickets and assigning them to other IA callers.
- Claims calls.
- Coaching and shadowing customer care associates and team leaders.
- Claim investigation ( reprocessing, resubmitting, investigating, checking CPT codes, modifiers ).
- Data entry.
- Assistance in training.
- Content creation.
- Step program ( modules for becoming leadership ).
Chat Support Representative- Remote
Hammer Automotive
01.2022 - 05.2023
- Manage customer satisfaction, build relationships, help shop for vehicles, appointment setting.
- Meet goal times and quota. Selling Cars.
- Provided real-time support to customers via chat, ensuring prompt resolution of inquiries.
- Managed high-volume chat interactions while maintaining quality service standards.
- Developed knowledge base articles to assist team members in resolving common issues efficiently.
- Contributed to a positive work environment by assisting colleagues in resolving challenging situations when needed.
- Utilized CRM systems proficiently for tracking customer interactions, updating records, and managing follow-up actions as necessary.
General Manager
IPD Hospitality
01.2018 - 12.2022
- Make schedules
- Oversee property and employees. Payroll.
- Sales. Accounting. Recruiting. Training HR.
- I overseen 20+ employees
- Directed operational strategies to enhance guest satisfaction and service quality.
- Streamlined budgeting processes, optimizing resource allocation across departments.
- Oversaw compliance with health and safety regulations, maintaining operational standards across locations.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
Chat & phone rep
Results Cx
01.2015 - 12.2017
- Inbound and outbound calls. Data entry.
- Sales. Insurance.
- Medicare and Medicaid.
- Appointment scheduling
- Helped customers use our online store.
- Assist customers with tracking orders and new or replacement cards.
- Managed high-volume inbound calls, ensuring timely and accurate responses to customer inquiries.
- Trained new representatives on call handling techniques and company policies, enhancing team performance.
- Analyzed call data to identify trends, proposing process improvements for enhanced operational efficiency.
- Resolved customer complaints effectively, leading to improved satisfaction ratings and loyalty.
- Collaborated with cross-functional teams to streamline communication protocols, reducing response times significantly.
- Led quality assurance initiatives, monitoring calls for compliance and providing feedback for continuous improvement.
Skills
- Call center experience ( inbound and outbound )
- CRM software
- EHRs
- Complaint handling
- Scheduling
- Documentation and reporting
- Data interpretation
- Claims intake
- Claims calls
- Claims reprocessing
- Order help
- Product troubleshooting
- Helping customers place orders, track them etc online
- Troubleshooting technology issues
- De-escalation techniques
- Data entry
- Content creation
- Microsoft Office
- Google Suites
- Active listening
- Multi tasking
- Assistance with training
- Shadowing and coaching customer care associates or team leads
- Auditing compliance in channels
- Answering questions in support channels for customer care associates
Timeline
CSR II & Subject Matter Expert- Remote
Partnerhero- Headway
05.2023 - 08.2025
Chat Support Representative- Remote
Hammer Automotive
01.2022 - 05.2023
General Manager
IPD Hospitality
01.2018 - 12.2022
Chat & phone rep
Results Cx
01.2015 - 12.2017