Angela Clayton
Maricopa,AZ
Summary
Enthuesiastic Customer Success and Client Relationship Manager with over 15 years of managerial level customer support experience. Talented team builder and leader with experience applying exceptional planning and problem-solving abilities to enhance business plans, day-to-day activities, and productivity. Results-driven with proven ability to improve customer satisfaction scores and increase client retention. Executed process development that increased service quality and significantly reduced customer call times. Trained teams on the implementation of new technology, which included successfully leveraging client surveys to gain valuable customer insight. Forward-thinking professional adept at developing and implementing successful policies to meet changing demands, including 100% accuracy on SOX 404 compliance.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Call Center Operations Manager
State Of Arizona Department Of Education
01.2023 - 08.2023
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Developed process controls and metrics for daily management of call center.
Customer Success Manager
Cognizant Technology
01.2022 - 10.2022
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Took ownership of customer issues and followed problems through to resolution.
- Successfully managed financial results to maximize profitability.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Established team priorities, maintained schedules and monitored performance.
Customer Relations Manager
Bank Of Montreal
09.2018 - 12.2021
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Liaised between customers and organization with particular focus on working with sales department.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Created customer support strategies to increase customer retention.
- Developed new employees and on-going performance assessment of current employees.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
Education
High School Diploma -
Jimtown High School
Elkhart, INSkills
- Report Writing
- Schedule Coordination
- Training Management
- Information Tracking
- Client Service and Retention
- Data Analysis
- Project Management
- KPI Tracking and SLA Tracking
- Schedule Management
- Employee Development
- Team Leadership
- Account Management
Certification
ITIL 4 HDI Certification - Help Desk Management
Timeline
Call Center Operations Manager
State Of Arizona Department Of Education
01.2023 - 08.2023
Customer Success Manager
Cognizant Technology
01.2022 - 10.2022
Customer Relations Manager
Bank Of Montreal
09.2018 - 12.2021
High School Diploma -
Jimtown High School