Angela Burchell
Clifton Park,NY
Summary
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of service with a history of meeting company goals utilizing consistent and organized practices. Well-known for creating positive workplace culture and high-performing teams and skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
18
18
years of professional experience
Work History
Customer Service Manager
Spectrum Mobile
12.2020 - 02.2024
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Trained personnel and created exercises focused on developing key skills.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in timely manner.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Established team priorities, maintained schedules and monitored performance.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Implemented quality control measures to maintain high standards
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Streamlined and monitored quality programs.
- Launched new hire program for incoming candidates to improve attrition shared across organization
- Cultivated culture of continuous improvement by regularly soliciting feedback from staff members regarding areas where improvements could be made.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Worked effectively in fast-paced environments.
- Demonstrated leadership skills in managing projects from concept to completion.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Spearheaded initiatives that often resulted in different supervisory role designed to improve operational efficiency.
Customer Service Supervisor
Spectrum
03.2006 - 12.2020
- Coached employees through day-to-day work and complex problems.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Kept high average of performance evaluations.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across team.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Interceded between employees during arguments and diffused tense situations.
- Promoted positive work environment through open communication channels, fostering team collaboration and high morale.
- Completed bi-weekly payroll for up to 60 employees.
- Championed customer-centric approach within team, consistently encouraging empathy and understanding when interacting with clients.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Spearheaded process improvements within department that led to high performance.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Created, prepared, and delivered reports to various departments.
- Resolved issues through active listening and open-ended questions.
- Excellent communication skills, both verbal and written.
- Self-motivated, with strong sense of personal responsibility.
- Developed and maintained courteous and effective working relationships.
- Acted as team leader in group projects, delegating tasks and providing feedback.
- Applied effective time management techniques to meet tight deadlines.
- Skilled at working independently and collaboratively in team environment.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews.
Education
High School Diploma -
Linton High School
Schenectady, NY05.1989
Skills
- Cross-Functional Collaboration
- Operations Management
- Employee Scheduling
- Staff Training
- Employee Supervision
- Issue Resolution
- Performance Evaluation
- Complaint Handling
- Policy Development
- Performance Improvement
- New Hire Training programs and mentoring
- Team Building and Leadership
- Quality Assurance
- Call Center Operations
- Workforce Management
- Program Development
- Customer Service Management
- Handling Complaints
- Problem-Solving
- Motivational Leadership
- Microsoft Outlook, Word, and Excel
- Hiring and Training
Timeline
Customer Service Manager
Spectrum Mobile
12.2020 - 02.2024
Customer Service Supervisor
Spectrum
03.2006 - 12.2020
High School Diploma -
Linton High School