ANGELA DRAKE
Gulf Breeze,Florida
Summary
With over 20 years of combined experience in customer service and project management, my wealth of knowledge and expertise can significantly benefit your organization. Strong leadership and communication skills, developed across diverse industries, enable effective management of mid-C-level accounts with high customer satisfaction. Diverse experience also highlights adaptability, reassuring of ability to seamlessly fit into your team. Relocating and seeking a remote customer service role, eager to apply experience and skills to contribute to your team. Confident in abilities and experience, background in customer service and project management positions as a strong candidate capable of driving results and enhancing customer satisfaction within your organization. As a customer service professional, bring valuable experience in effectively addressing and resolving customer issues. Known for strong focus on team collaboration and achieving positive outcomes, reliable and adaptable with excellent communication and problem-solving skills.
Overview
34
34
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
MCCLABEL
01.2021 - Current
- Lead the comprehensive order life cycle management, including order receipt and processing, assessment of design specifications, quote updates, and coordination of production activities through to final delivery, ensuring alignment with project management best practices.
- Successfully managed a diverse portfolio of 118 clients, effectively communicating through 75-125 emails and incoming daily calls.
- Implemented tailored communication strategies to address each client's unique needs and preferences effectively, ensuring a personalized experience that enhances satisfaction and loyalty.
- Proficient in multiple system workflows, including ERP, Radius/Vision, Salesforce, ServiceNow, Teams, SharePoint, Multi-Art, and Microsoft 365.
- Collaborate effectively with internal teams on design applications, quality concerns, customer compliance, quote updates, and production and scheduling, focusing on efficiency, accuracy, and initiative-taking problem-solving.
- Work collaboratively with sales, technical support, and other departments to resolve complex customer issues and enhance service delivery.
- Stay well-informed about company offerings, policies, and procedures to provide accurate and relevant customer support and demonstrate competence and commitment to serving customers.
- Adhere to established customer service policies and procedures while delivering exceptional service to uphold the company's reputation.
- Prepared and presented comprehensive weekly reports to management, providing timely and accurate insights into key performance metrics and monitoring progress.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Vacation Ownership Sales
HOLIDAY INN CLUB VACATIONS
01.2020 - 01.2021
- My experience conducting guest presentations and tours provided prospective owners with tours of the Sales Gallery, Resort Property, and Model Tours (3-4 per day). I consistently attended ongoing training classes and participated in demonstration and assessment rides scheduled with Sales and Sales Training Managers.
- Built strong relationships with my assigned Sales Training Managers and all members of the Sales Line Team, ensuring that I could assist in addressing all questions professionally, informally, and diplomatically. Additionally, I implemented coaching and action plans provided by the Sales Training Managers and Sales Managers, effectively explaining the features and benefits of the points program while recommending appropriate point purchases to meet current and future vacation needs.
- My unwavering commitment to delivering the highest customer service ensured that all guests and owners had a positive sales tour experience.I consistent ly met personal and departmental objectives, contributing to the team's success.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
ASSISTANT MANAGER
COACH OUTLET
01.2017 - 01.2020
- Managed one of the top Southeast region stores, generating $17 million in revenue annually.
- Implemented sales strategies and initiatives across all categories while maximizing floor supervision to achieve strong metrics and effectively serve multiple customers.
- Communicated with the team on sales and productivity objectives to achieve results through collective selling efforts.
- Drove business growth through sales strategies and clientele, sourcing new customers while maintaining ongoing relationships.
- Coach and motivate the team daily to achieve goals and effectively utilize company tools.
- Analyzed sales data to identify trends and growth opportunities, adjusting strategies to ensure continued success.
- Led by example in delivering exceptional customer service and fostering an inclusive environment, inspiring my team to do the same.
- Facilitated training sessions to enhance team product knowledge and sales techniques, promote continuous improvement, and contribute to our team's professional growth.
Marketing and Sales Consultant
Contracted
01.2008 - 01.2015
- Referred by area dentistry offices to market their business, train staff on customer service roles, and audit accounts payable.
- Streamlined operations and prioritized tasks, allowing the office to increase revenue by 25%.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
Client Service Specialist III/Major Account Sales
GLOBAL CROSSING, INC.
01.1991 - 01.2002
- First customer service representative hired for the Southeast Region for start-up Telecommunications.
- The customer base consisted of 353 accounts, small to medium-sized businesses.
- Promoted continually throughout career to Major Account Representative II.
- Provided knowledgeable service and support for all customer needs.
- Maintained detailed records of client interactions, facilitating seamless handoffs between team members when necessary.
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues.
- Developed strong client relationships, fostering trust and loyalty through consistent communication and personalized service.
- Developed strong relationships with clients, fostering trust and loyalty through consistent communication and personalized service.
- Streamlined internal processes for improved efficiency and timely service delivery to clients.
Education
Bachelor of Arts - Business
1989
Skills
- Manage multiple workflow systems: Salesforce, Radius/Vision Teams, SharePoint, ServiceNow, Microsoft Excel
- Quickly adapts to integrating into new systems
- Customer Relationship Management
- Project management
- Conflict Resolution
- Ability to work with diverse Customers
- Effectively work across multiple departments
- Resolute and independent
- Organized and adept with time management
- Customer service
- Active listening
- Critical thinking
- Data entry
Timeline
CUSTOMER SERVICE REPRESENTATIVE - MCCLABEL
01.2021 - Current
Vacation Ownership Sales - HOLIDAY INN CLUB VACATIONS
01.2020 - 01.2021
ASSISTANT MANAGER - COACH OUTLET
01.2017 - 01.2020
Marketing and Sales Consultant - Contracted
01.2008 - 01.2015
Client Service Specialist III/Major Account Sales - GLOBAL CROSSING, INC.
01.1991 - 01.2002
Appalachian State University - Bachelor of Arts, Business
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