Angela Bates
North Quincy,MA
Summary
Dedicated Customer Service Representative with strong problem-solving and critical thinking skills, adept at resolving inquiries and enhancing customer experiences. Proven track record of improving service efficiency through collaboration and active listening. Eager to leverage expertise in customer relations to support and contribute to a dynamic team. Motivated team player experienced in providing exceptional customer service. Proven ability to remain calm and professional in high-stress situations while being able to quickly and effectively resolve customer complaints. Possesses exceptional communication, organizational and multitasking skills. Committed to providing the highest quality service and creating a positive customer experience.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Edenred
04.2025 - 12.2025
- Assisted customers with inquiries and resolved issues to enhance overall service experience.
- Provided product information accurately to facilitate informed purchasing decisions for customers.
- Maintained organized records of customer interactions and transactions for future reference.
- Collaborated with team members to streamline processes and improve service efficiency.
- Demonstrated effective communication skills when handling customer complaints and concerns.
Manager
Dunkin
02.2024 - 01.2025
- Supervised daily operations to optimize staff performance and maintain high customer service standards.
- Trained new team members on operational procedures and customer service protocols to enhance efficiency.
- Coordinated inventory management processes, ensuring adequate stock levels to meet customer demand.
- Implemented training programs that improved team productivity and promoted a positive work environment.
- Managed shift schedules, balancing workload distribution to maintain smooth daily operations.
Assistant Store Manager
Dunkin
12.2021 - 01.2024
- Supervised daily operations to maintain efficient workflow and excellent customer service standards.
- Trained and mentored team members to enhance productivity and ensure quality service delivery.
- Monitored inventory levels and coordinated restocking efforts to prevent stock shortages.
- Collaborated with management to develop promotional strategies that increased customer engagement.
- Implemented operational procedures to streamline processes and improve overall store efficiency.
Customer Service Representative
Aetna Student Health
04.2009 - 12.2018
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty to services provided.
- Managed order processing and account maintenance, streamlining operations and improving service delivery.
- Trained new team members on best practices for customer engagement and issue resolution strategies.
- Facilitated effective communication between departments to address client needs promptly and accurately.
- Conducted regular follow-ups with clients to gather feedback and identify areas for service improvement.
Education
Associate of Applied Science - Travel and Hospitality
Fisher College
Boston, MA05.1993
Skills
- Active listening
- Time management
- Data entry
- Problem-solving
- Critical thinking
- Call center experience
- Adaptability and flexibility
- Customer relations
- Customer service
Timeline
Customer Service Representative
Edenred
04.2025 - 12.2025
Manager
Dunkin
02.2024 - 01.2025
Assistant Store Manager
Dunkin
12.2021 - 01.2024
Customer Service Representative
Aetna Student Health
04.2009 - 12.2018
Associate of Applied Science - Travel and Hospitality
Fisher College