Angela Crosier

Assisted with dressing guidance, grooming, meal preparation and medication reminders.

• Assisted clients with daily living needs to maintain self-esteem and general wellness.
• Cleaned house, ran errands, managed laundry and completed weekly grocery shopping.
• Provided transportation to doctor's appointments, grocery stores, salons and barbershops.
• Monitored client vital signs, administered medications and tracked behaviors to keep healthcare supervisor well-informed.
• Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
• Changed dressings, bandages and binders to maintain proper healing and sanitary measures.
• Recognized and reported abnormalities or changes in patients' health status to case manager.
• Documented residents' mental status, sleep and eating patterns in medical record books.
• Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.

• Took payment information and other pertinent information such as addresses and phone numbers to place orders.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Applied basic sales strategy to engage customers and present solutions to suit individual needs.
• Used consultative techniques to understand customer needs and make strategic referrals to business partners.
• Described product highlights and benefits to help guide purchasing decisions.
• Maintained financial accounts by processing customer adjustments.
• Carried out opening and closing functions to meet operational needs underpinning strong customer service.

• Trained over 180 agents to become Nintendo Technical Support agents.
• Assisted in client relations acting as liaisons between First Call Resolution, and Nintendo's Management team.
• Created training material, and executed training to Management personal of FCR.
• Quality audited calls to ensure proper Customer service satisfaction, and upsell of Nintendo products.
• Tracked hours for payroll. Responsible for creating action plans for agents, attendance, and all disciplinary action, up to termination.
• Collaborated with sales, marketing and other internal teams to meet shared goals.

• Handled customer relations issues, enabling quick resolution and client satisfaction.
• Managed high sales revenue, Premiums Q inbound/outbound team of 18 - 25 agents.
• Managed Sales team of Electronics and Accessories inbound/outbound team of 18 agents.
• Managed a team of outbound 15 - 20 agents outbound for Customer Experience follow up and upsell of Electronics, and accessories items. Callback on quotes that were not sold to transition them to sold sales calls.
• Customer care - Quality control of calls and e-mail. Monitor and provide feedback to the agents. Created quarterly stretch goals distributing the goals. Weekly 1X1's with agents. Overall morale for the internal and external customers. Member of a task force that focused on final resolution to all customer issue's.
• Process Improvements - Implemented the first time transfer of customers straight to and E & A associate to create a better customer service experience by creating a complete package for the customer. Tracked all the data to show improvement processes that went nationally in Dell, Inc. Created ramping material for Resolution specialists (coaches). Write and administer performance reviews quarterly and yearly. Career developments of direct reports by encouraging and motivating reps to use leadership skills in motivating their peers. Monthly, quarterly, and yearly recognition based on performance. Created spreadsheets to analyze data for trending.
• Direct Reports - Studied previous days data and educated reps on previous days data, and goals set for present day. Motivational conversation to inspire the agents to go into calls with a smile on their face. Trained over 200 new hire sales reps on selling skills and how to use the tools of their job. Created and utilized training for training of Coaches and Managers.