Angela Calhoun
Greenville,SC
Summary
Successful and Skilled Customer Service Advocate with 10+ years of experience addressing customer needs and concerns. Expert at providing relevant information and options to successfully and timely resolve issues. Upbeat and energetic handling difficult situations through care, professionalism, resourcefulness and adaptability.
Overview
10
10
years of professional experience
Work History
Customer Service Advocate
Verizon Wireless
03.2018 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Completed opening and closing functions to meet operational needs.
- Job duties also include, but not limited to: billing concerns, account changes and security, technical support, de-escalations, port/activation issues, transfer of service, winback, financial services, app/online navigation, promotion correction, upgrades, international concerns, assisting peers/authorized retailers and other channels, the knowledge/skills/experience to work alone and/or with a team to get to a resolution, account review and uncovering things to perform actions best for the customer, multi-tasking and operating many different software systems interchangeably, building and gaining trust, building rapport, explaining things to customers in a way that they can understand, ability to think critically and fast, working through challenging situations with care, willingness, and confidence.
Rescue Associate/Dispatcher
Morley Companies
06.2017 - 02.2018
- Rescuing Allstate Motor Club and Insurance customers from emergency roadside events, dispatching, empathizing, ensuring the safety of customers, calming and reassuring, communicating and fee negotiating with Service Providers to assist with emergencies, operating from multiple computer screens and software systems while communicating with customers over the phone.
Financial Aid Specialist
Blackboard Student Servicces
07.2016 - 09.2016
- Assisting new and current students with financial aid issues, operating multiple software systems to resolve issues, multi-tasking, building rapport, critical thinking, working well under pressure, transfers, creating trouble tickets.
Technical Support Specialist
Intuit Quickbooks
09.2015 - 05.2016
- Troubleshoot online accounting software, resolve billing issues, assist with reconciliations export/import, payroll and payroll taxes, connecting bank account, downloading transactions, operating from multiple systems, basic bookkeeping.
Customer Service Advisor
Sykes Enterprises, Incorporated
10.2013 - 06.2015
- Identify and resolve billing and other issues on first contact, multi-tasking, account and other changes, payments, upgrades, sales, de-escalations, tech support, operating from multiple systems, building rapport, multitasking, critical thinking, remaining pleasant, calm and professional while working under pressure.
Education
GED -
Southside Learning Center
Greenwood, SCNo Degree - Medical Science
Piedmont Technical College
Greenwood, SCSkills
- Dedication, hardworking, first contact resolution, customer and detail oriented, multi-tasking, operating multiple software systems at a time while building rapport with customers and understanding their concerns with empathy, active listening and communication skills, time and stress management, problem solving and working very well under pressure and average handling time, meeting metric expectations, working well alone or in group settings
References
- Ronald Chappell Jr
Timeline
Customer Service Advocate
Verizon Wireless
03.2018 - Current
Rescue Associate/Dispatcher
Morley Companies
06.2017 - 02.2018
Financial Aid Specialist
Blackboard Student Servicces
07.2016 - 09.2016
Technical Support Specialist
Intuit Quickbooks
09.2015 - 05.2016
Customer Service Advisor
Sykes Enterprises, Incorporated
10.2013 - 06.2015
GED -
Southside Learning Center
No Degree - Medical Science
Piedmont Technical College