Angela Duh

• Lead the customer engagement department, provide coaching, mentorship, and development of team leads and agents.
• Participate in the development, implementation of processes and procedures, and drive standards and best practices for customer engagement department.
• Lead and collaborate on multi-team special projects. Collaborate and engage with staff and leadership from all aspects of business operations.
• Maintain adequate staffing and schedules to meet business needs.
• Drive a sales-centric approach to customer interactions and workflow processes.
• Ensure compliance to Accuserve, carrier, and partners policies, procedures, and guidelines.
• Facilitate an inclusive work environment for all team members that celebrates success and support a healthy culture.

• Obtained Accident and Health or Sickness Insurance Producer license.
• Achieved high levels of enrollments for sales through extensive product knowledge and skillful sales strategies while ensuring compliance with procedures, resulting in a remarkable sales increase of 42%-50%.
• Assisted Medicare beneficiaries with healthcare insurance solutions by developing presentations that educated and effectively sold Medicare products tailored to personal medical and pharmaceutical needs.
• Developed strong relationships with clients through inbound and outbound leads, maintaining a book of business and generating referrals by becoming a center of influence for prospective clients.
• Conducted client interviews to assess healthcare needs, discuss existing coverage, and build rapport, developing personalized plans to present products that met clients' individual needs.
• Built and maintained a successful book of business using effective inbound and outbound lead strategies.
• Established and nurtured key relationships through consistent client follow-up.

Customer Service Supervisor (2022-2023)

• Managed a team of 20-23 associates to achieve business and client objectives, implementing employee incentives that significantly improved team engagement and performance.
• Awarded a top 3 customer service supervisor from October 2022 to January 2023.
• Developed highly-efficient customer service teams by providing guidance, ongoing coaching, and professional development.
• Identified team-building opportunities through constructive feedback, ensuring compliance and policies were met, resulting in greater efficiency and quality.
• Designed, implemented, and refined operational processes to manage the team's performance on KPIs related to customer experience, optimizing efficiency and productivity.
• Exceeded team goals and collaborated with staff members to implement customer service initiatives, contributing to a 91% team satisfaction score and a company-wide customer satisfaction score of 90%.
• Worked on the frontline of business, supporting calls from users when needed and handling escalations.

Sales Operations Floor Manager (2021-2022)

• Led a successful, high-paced line of business, ensuring client expectations were consistently met.
• Developed supervisors in their leadership roles, coaching and developing associates to run successful teams of 15-20 associates. Conducted professional development meetings to enhance leadership skills.
• Achieved a remarkable increase in program sales from 40% to 85% per client's KPIs.
• Oversaw the staffing of 60+ employees, including training and operations, maintaining a 90% overall attainment with an attrition rate of less than 2%. Successfully increased staffing to 85%.
• Managed contractual requirements, Key Performance Indicators, and overall team performance.
• Played a key role in recruiting, interviewing, and recommending Contact Center Representative candidates.
• Evaluated overall work integration and results between headquarters and subordinates' activities. Communicated with program leadership on regular and timely basis.
• Assisted in planning and delivering training for new hires, ensuring a smooth onboarding process.
• Evaluated overall work integration and results between headquarters and subordinates' activities. Maintained regular and timely communication with program leadership.
• Conducted 90-day, 180-day, and annual performance reviews. Addressed personnel issues, implemented discipline, and managed the termination of Contact Center Representatives.
• Acted as the primary link between the client and the organization for all operational and Human Resources needs. Prepared weekly and monthly individual and project summary reports for the client.
• Oversaw the establishment of priorities and reviewed project milestones developed by subordinates' staff for the assigned program and special projects.

Sales Operations Supervisor (2020-2022)

• Managed a dynamic team of 15-23 associates, overseeing training, development, and direct report performance management. Provided prompt and objective coaching and counseling, ensuring adherence to organizational policies.
• Demonstrated expertise in coaching and mentoring, tailoring strategies to different learning variables. Built rapport with associates to understand personal habits and learning skills, developing effective coaching strategies to enhance skillsets aligned with business goals.
• Drove sales growth by building and managing high-performing teams, fostering consistent motivation, and implementing recognition programs. Developed daily team games to drive competition and maintain a culture of team building.
• Analyzed sales performance results and implemented departmental improvements to optimize team efficiency.
• Scheduled one-on-one meetings with associates to discuss KPIs, performance plans, and daily, weekly, and monthly goals.
• Successfully facilitated the transition of the program of business from an on-site setting to a work-from-home environment, showcasing adaptability and strategic planning.

Inside Sales Operations Supervisor (2019-2020)

• Led and managed a high-performing sales team, providing guidance, ongoing coaching, and support to maximize individual and team performance.
• Mentored, coached, and supported new hires throughout their initial 90-day onboarding and core training provided by TLC.
• Monitored and reported performance based on performance metrics and milestones to the program manager. Determined the success of performance metrics and readiness of associates to function independently on the field floor.
• Developed and executed sales strategies to drive revenue growth, achieving business objectives while enforcing policies and procedures.
• Oversaw and managed the contact center team by training, coaching, and monitoring team progress. Communicated job expectations to associates and reviewed job performance, expectations, and productivity through weekly one-on-ones and team meetings.
• Identified customer needs and wants to enhance sales strategies, ensuring a customer-centric approach.

• Consistently achieved recognition as one of the top 5 producing agents for 4 months, top 10 producing agents for 6 months, and agent of the month for 2 months.
• Informed customers of sales and promotions, effectively building the customer base, boosting traffic, and increasing customer loyalty.
• Determined customer needs and interests, recommending additional lines of services to enhance customer accounts.
• Answered and directed calls, managing customer accounts, responding to service queries, and handling account cancellations.
• Successfully handled customer inquiries and a high volume of calls, independently resolving 75% of billing and ordering problems.
• Delivered superior customer service, contributing to the retention of existing customers and attracting future customers.