ANGELA CLAYTON
Plainfield,IL
Summary
Experienced Project Manager and Client Relationship Manager with a passion for driving success through effective planning and problem-solving. Skilled in leading teams, optimizing processes, and boosting productivity. Leveraging industry expertise to refine business strategies, communicate effectively, and implement strategic improvements.
Overview
22
22
years of professional experience
1
1
Certificate
Work History
Program Manager
Arizona State University Enterprise Partners
01.2024 - 03.2025
- Managed and supervised a team of 5 technicians, monitored administrative and daily program operations.
- Established strong relationships with key stakeholders, ensuring support for program initiatives. Increase of 50% in Customer Satisfaction Survey.
- Developed strategic plans, setting clear objectives and achievable milestones for the team. Increased year-end performance rating 20%
- Facilitated workshops and conducted one-on-one training to educate team members.
- Managed 5 strategic projects with 30+ sub-projects or workstreams.
- Identified program obstacles and communicated possible impacts to the team.
- Improved program efficiency by streamlining processes and implementing time-saving solutions. Increasing profit margin 20% in first quarter.
- Participated in pilot tests and revised programs based on feedback and results.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Call Center Operations Manager - Contract
State of Arizona Department of Education
01.2023 - 09.2023
- Transformed Call Center from Jabber software (physical phones) to Genesys cloud-based platform in 90 days.
- Due to large call volume (600 calls per 8 hours) increased work week to six days running two shifts completed within four months.
- Establish procedures and policies for the Service Center including operational, staffing resources, escalations, software troubleshooting, and quality review.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Developed quality assurance standards and established targets for all staff.
- Developed benchmarks to comply with Audit request. Ensuring compliancy with State Auditor.
- Implemented first Incident plan to comply with State Auditor requests.
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
- Accomplished call center resource objectives by recruiting, selecting and orienting new employees.
- Conducted periodic performance reviews to determine employee eligibility for merit increases and bonuses.
- Used automated call center customer survey and tracking system to gain valuable feedback for continuous improvement efforts.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Trained team members on performance metrics and consumer behavior identification.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Developed process controls and metrics for daily management of call center.
Project Manager - Contract
Mobile-Mini
06.2022 - 10.2022
- Sox Compliance; goal to complete 2nd quarter audit and review auditing risk controls that are in place. Investigate audit findings and render answers to ensure company is compliant. Reduced risk findings 20% during tenure.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team's ability to deliver results.
- Identified plans and resources required to meet project goals and objectives.
- Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
Manager of Service – Project Manager - Contract
Cognizant Technology
01.2022 - 06.2022
- Managed Service Desk Team of twenty-seven
- Met with clients weekly to review and provide successful customer service in areas of client interaction and market reports for Autonomous Vehicles
- Developed existing team into high productivity, the results-oriented unit through creative initiatives such as scheduling during high volume time. Overall average increase 20% by month
- Increasing our customer service goal by 5% monthly
- Resolved customer complaints regarding sales and service. Initiated weekly meetings with sales to review client input. Reviewed Salesforce reports with sales team to ensure we are targeting the right market for the vehicles.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Developed and maintained relationships with customers and suppliers through account development.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
Manager of Customer Relations – Project Manager
Bank of Montreal
09.2018 - 12.2021
- Established and maintained successful relationships with individual customers and provided assistance with challenges.
- Evaluated data costs to plan budgets target reduction of 20% quarterly.
- Collaborate with sales and support team to build a better client experience. Met with team weekly to review Salesforce reports on target of new market areas.
- Member of panel to implement ServiceNow and train teams.
- Member of the Support Team for system outages. Collaborated with all technology teams and the Federal government to ensure wires released nightly.
- Updated Call Center from Cisco phones to Avaya due to large client base. The softphone application improved customer service giving a larger band width for client to contact the bank.
- Performed call stat review for the Help Desk and Client services
- Provided regular feedback for individual performance outcomes monthly, mid-year and year end evaluations. Increased performance scores 20% across team.
- Developed a process to recognize efficiencies, simplify client experience, and leverage automation via SaaS during the company reorganization
Manager of Customer Relations – Project Manager
Bank of America
01.2016 - 06.2017
- Created and implemented a project management system to track and manage key performance against budget burn rates and staffing allocations
- Expanded the Avaya phone system to fully utilize the tools such as the daily dashboard for real-time reporting.
- Traveled to review project scopes with clients Liberty Mutual, Mapfre, and State Farm. This landed additional contracts and ensured additional revenue for the bank upwards of $1/million for 2017
- Prepared operational and risk reports for management analysis. Reduction of risk 25%.
- Evaluated data pertaining to costs to plan budgets. Target to reduce budget and increase profit margin 20% quarterly. Successfully saved 80% in the quarterly budget
- This increased my Customer Service rating (scale of 0-10) from 3 to 9 during my Customer Service rating (scale of 0-10) from 3 to 9 during my tenure
- Identified and created growth opportunities within Workday for team members by realigning job descriptions to their strengths, mentoring their professional development, driving change for improving their skills and technical knowledge, and providing regular feedback for individual performance outcomes
- Cross-trained existing employees to maximize team agility and performance.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
- Spearheaded transition to remote work during global health crisis, ensuring business continuity and employee safety.
- Developed and maintained relationships with customers and suppliers through account development.
- Maximized performance by monitoring daily activities and mentoring team members.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
Manager of Operations
Chicago Mercantile Exchange
06.2003 - 01.2016
- Key security person for mergers and acquisitions revolving around CBOT, NYMEX, and London Exchange
- Prepped multiple projects per acquisition and ensuring all tasks were successfully on track prior to implementation
- Implemented Avaya software working with internal networking teams to ensure successful rollout. Tested internally and then with select group of clients before rolling out company wide.
- Managed the office remotely (including Singapore), review and delegate work orders, analyze KPI's such as call volume on 500 calls daily for the center, to execute improvement strategies across the department
- Reviewed processes, procedures and, areas of underperformance to advise on continuous improvement initiatives
- Reviewed audits with external and internal auditors and reported any risk to senior management. Served on panel for DOJ review of trading practices. Maintained SOX audit compliance of 100% during tenure
- Authored SOPs on building external IDs lifecycle
- Coordinated with Developers on new clearing applications, customizing securities and transaction codes
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Created team rotations to man center effectively during peak hours.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Collaborated with other departments to resolve escalated customer issues, resulting in improved customer retention rates.
- Handled escalated customer complaints professionally while maintaining composure under pressure situations.
Skills
- Employee performance analysis
- Expertise in streamlined operations
- Customer service leadership
- Project execution management
- Audit and incident analysis
- Artificial intelligence integration
- Creative solutions development
- Quality process refinement
- Organizational project oversight
- Project management lifecycle
Certification
- Support Center Manager, HDI - 2020
- ITIL Foundation v.3 ITIL - 2015
- Microsoft 365 Foundation - 2024
Timeline
Program Manager
Arizona State University Enterprise Partners
01.2024 - 03.2025
Call Center Operations Manager - Contract
State of Arizona Department of Education
01.2023 - 09.2023
Project Manager - Contract
Mobile-Mini
06.2022 - 10.2022
Manager of Service – Project Manager - Contract
Cognizant Technology
01.2022 - 06.2022
Manager of Customer Relations – Project Manager
Bank of Montreal
09.2018 - 12.2021
Manager of Customer Relations – Project Manager
Bank of America
01.2016 - 06.2017
Manager of Operations
Chicago Mercantile Exchange
06.2003 - 01.2016
Accomplishments
- Improved customer satisfaction scores 70% to 95%
- Led technology team in implementing electronic trading at Chicago Mercantile Exchange on a 30-day timeline.
- Increased Client Retention 15%
- Build a Call Center in 90 days utilizing 2 shifts
- Reduced call wait times from 90 minutes to 20 minutes.
- Audit compliance at 100% ASU Enterprise Partners
- Implemented internal training program for career growth reducing staff turn over 20%
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