Angela Davis
Orange Park
Summary
Dynamic professional with a proven track record at OnSolve/Crisis 24, adept in Salesforce and project management. Excelled in leading software implementations and enhancing customer satisfaction, showcasing strong analytical skills and empathetic client engagement. Successfully mentored junior staff, driving process improvements and fostering a culture of excellence.
Overview
13
13
years of professional experience
Work History
Customer Upgrade Specialist
OnSolve/Crisis 24
01.2024 - 12.2024
- CRM Utilization: Used Salesforce CRM to manage client communications and project management, ensuring seamless tracking and follow-ups
- Product Demonstrations: Regularly lead product demos to showcase new platform capabilities and features to existing clients
- API Transition: Facilitate the migration of API models from SOAP to REST, ensuring seamless data integration and improved system performance
- Datasync Configurations: Develop and manage Datasync configuration files to streamline data synchronization processes between legacy systems and the new platform
- Implementation Collaboration: Work closely with Implementation teams to ensure smooth transitions and successful project completions
- Effectively manage multiple complex software implementation projects concurrently, working with state and local government agencies and large businesses across the US to implement emergency communications software systems
- Providing each client with recommendations and guidance on best practices throughout the implementation process to attain the agreed-upon goals and success criteria
- Customizing the software to accommodate each client's specific use cases, goals, and success criteria
- Collaborating with diverse clients, ranging from major global corporations, educational institutions, and utility companies, to state and local government agencies
- Earning the highest client satisfaction scores consistently across the board
- Working effectively with cross-functional teams to share the voice of the customer with the Product Team, Engineering, Support, and Account Management
- Driving customer engagement by proactively reaching out to my assigned clients to keep them happy, informed, assured and productive throughout the entire life cycle of the project
- Handling in depth tailored customer training to ensure our clients are more fully utilizing our products and feel 100% prepared for their 'Go Live' date
- Successfully and seamlessly leading the transition from the implementation team to the support team, once all requirements have been met
- Driving the ongoing enhancement of our processes and procedures, championing a culture of continuous improvement
- Mentoring junior staff and shadowing them on their first few projects, providing them guidance and feedback to support their growth and development
Project Management/ Project Lead
GoDaddy
05.2022 - 10.2023
- Customer-oriented, and can demonstrate empathy, tact, and appropriate tone
- Able to manage escalated situations on their own and minimize escalations to the Supervisor
- Able to multitask in a fast-paced environment
- Detail oriented- 100% clarification rate
- Able to listen to customers, understand their needs, and communicate those needs in writing to our Website Designers
- Make outbound calls and provide customer resolution without having to escalate the call to a supervisor
- Manage transaction-based relationships with customers
- Build long-lasting relationships with customers by building rapport and demonstrating a high level of social skills
- Control a call by knowing when to have patience and when to step in and direct the customer
- Acknowledge issues and let the customer know how their problem will be solved
- Control the tone of the call by matching tone and alleviating and preventing customers from being upset
- Take accountability by ensuring the customer experience stays positive
- Manage 20-40 projects at a time through different stages of the build cycle
- Manage multiple customers and projects in a high-energy environment
- Provide thorough and detailed project communication to ensure minimal errors or delays
- Build credibility as a trusted consultant to guide customers in building a highly effective website for their business
- Control calls to ensure call time stays within the allotted scheduled time and no appointments are missed or start late
Quality Assurance Analyst
Web.com
06.2015 - 07.2021
- Followed processes, procedures, and requirements set forth by each call center client, and conveyed policies and procedures to Agent staff (Inbound/Outbound Sales, Web Consulting, and Triage Agents)
- Worked with Supervisors and Trainers to improve individual Agent performance by providing ongoing training to both new and existing call center staff regarding client requirements and expectations
- Worked with Trainer and Supervisors to create and implement coaching plans for existing and new Agent staff to improve the quality of the Agents' calls and client interactions
- Provided one-on-one coaching to Agents on the content of the set of performance expectations for their position (known as the 'Quality Profile'), and on other customer service issues
- Implemented incorporation of upselling techniques into the Quality Profile for the Agent position
- Monitored Agent calls and interactions with clients, then scored and provided feedback to the Agents and their Supervisors regarding the Agents' adherence to Quality Profile requirements
- Received inbound calls from customers with service issues and professionally resolved them
Modifications Specialist
Web.com
01.2012 - 06.2015
- Answered customer telephone and e-mail inquiries in a timely and professional manner
- Made customer-driven, quality decisions in a fast-paced environment
- Provided step-by-step assistance to customers using Matrix website builder
- Provided consultation regarding making site updates
- Made modifications to existing sites based on customer verbal and/or written instruction
- Utilized Web.com's graphic and style library to meet customer design requirements
- Developed and modified effective advertising copy based on customer-submitted collateral
- Used creative, effective content and image layout to meet or exceed customer expectations
- Upsold customers additional design time as necessary, as well as other Web.com products and services relevant to their business
- Participated in team meetings to provide recommendations and feedback on improvements to process, fulfillment, and product offerings
- Worked as part of the team on the successful creation and implementation of an escalated 'hot mod' queue, which took calls from customers who wanted to cancel services and saved them from canceling and not having to transfer to the retention
Education
Bachelor of Fine Arts - Graphic Design
University of North Florida
Jacksonville, FL01.2002
Skills
- SalesForce
- Jira
- Jenkins
- Adobe Photoshop
- Adobe Illustrator
- Visio
- Quark
- CSS
- HTML
- Content management systems
- CRM's
- WordPress
- Blogs
- E-commerce
- SharePoint
- Atlassian Confluence
- Microsoft Office products
- Google Suite
Timeline
Customer Upgrade Specialist
OnSolve/Crisis 24
01.2024 - 12.2024
Project Management/ Project Lead
GoDaddy
05.2022 - 10.2023
Quality Assurance Analyst
Web.com
06.2015 - 07.2021
Modifications Specialist
Web.com
01.2012 - 06.2015
Bachelor of Fine Arts - Graphic Design
University of North Florida
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