Angela Clark
Broken Arrow,OK
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
25
25
years of professional experience
Work History
Self Employed
Self
04.2018 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
Supervisor
MetLife
01.2000 - 04.2018
- Lead team of 18-30 associates servicing dental insurance customers via phone and email for 14 years.
- Lead team of 18-30 FINRA series 6 associates servicing variable group life insurance customers via phone and email l for 4 years. Held FINRA series 6 and 26.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
- Evaluated customer needs and feedback to drive product and service improvements.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Fostered culture of continuous improvement, encouraging team to suggest and implement process enhancements.
- Managed diverse team, promoting inclusive work environment that leveraged individual strengths.
- Oversaw compliance with industry regulations and company policies, ensuring safe and legal operational environment.
- Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
- Implemented rewards and recognition program that significantly increased employee engagement and satisfaction.
- Passionate about learning and committed to continual improvement.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
- Implemented data-driven decision-making processes, analyzing key performance indicators to identify areas for improvement.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Maximized employee retention, fostering a supportive work environment and offering growth opportunities.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Initiated regular team meetings to discuss challenges and share best practices, fostering culture of continuous improvement.
- Conducted performance reviews to identify areas for improvement, setting clear objectives for team members.
Education
Business Management
Oklahoma State University
Stillwater, OKPonca City Highschool
Ponca City, OK05.1994
Skills
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Flexible and Adaptable
- Dependable and Responsible
- Excellent Communication
- Critical Thinking
Timeline
Self Employed
Self
04.2018 - Current
Supervisor
MetLife
01.2000 - 04.2018
Business Management
Oklahoma State University
Ponca City Highschool