Angela Freeman
Unum
JACKSONVILLE
14
years of professional experience
Results-driven leadership professional with 12+ years of experience in high-volume service environments, including call center operations, leave & claims support, and technical support leadership. Proven track record of improving team performance, driving operational efficiency, and delivering high-quality customer outcomes through coaching, data analysis, and process improvement.
Work History
Supervisor
3 Years 8 Months- Lead a direct-report team with full accountability for performance, quality, productivity, and customer experience outcomes
- Coach, develop, and manage employees through structured performance management and development planning
- Facilitate weekly team huddles and monthly problem-solving sessions to drive engagement and continuous improvement
- Monitor performance trends and business indicators to identify risks and implement targeted solutions
- Conduct supplemental audits to evaluate quality, accuracy, and customer effort, translating findings into actionable coaching
- Partner across departments and leadership levels to resolve service issues and improve operational consistency
- Improve workflows and procedures to increase efficiency, support compliance, and align with organizational standards
- Support implementation of new processes and change initiatives, ensuring team adaptability and sustained performance
Customer Benefit Advisor I
1 Year- Supported customers across four lines of business, including benefits, claims, and policy administration
- Delivered clear, accurate, and empathetic service while meeting key metrics (AHT, accuracy, surveys)
- Researched policies and systems to provide fully informed customer guidance
- Maintained thorough documentation to ensure service continuity and compliance
Technical Support Manager
3 Years 5 Months- Lead and developed a team of 25+ advisors, consistently exceeding KPIs and quality standards
- Improved retention and performance through targeted coaching, enhanced training processes, and feedback systems
- Turned around underperforming employees with structured development plans and one-on-one coaching
- Analyzed metrics and trends to create strategic action plans for performance improvement
- Achieved #1 top-performing team ranking through sustained leadership and accountability
- Designed and delivered training modules and job aids adopted across the site
Senior Technical Support Advisor
3 Years 1 Month- Lead troubleshooting efforts for complex technical issues, ensuring timely resolution and customer satisfaction.
- Mentored junior staff, enhancing team performance and knowledge of technical support best practices.
- Developed and implemented process improvements to increase efficiency in ticket resolution workflows.
- Collaborated with cross-functional teams to identify recurring issues and drive strategic solutions.
Customer Service Coach
3 Years- Developed and implemented training programs to enhance customer service skills across teams.
- Analyzed performance metrics to identify areas for improvement and drive team accountability.
- Facilitated coaching sessions to reinforce product knowledge and improve service delivery.
- Collaborated with leadership to design strategies that elevate customer satisfaction levels.
- Managed escalation calls in a supervisory capacity.
Education
- Developmental Psychology
- Organizational Leadership
Skills
Team Leadership & Performance Management
Leave
Claims & Customer Service Operations
Quality Assurance
Auditing & Accuracy Oversight
KPI Management & Data Analysis
Process Improvement & Workflow Optimization
Coaching
Training & Talent Development
Customer Experience & Service Recovery
Compliance & Policy Adherence
Cross-Functional Collaboration
Change Management & Team Engagement
Timeline
Supervisor
Unum
10.2022 - CurrentRead More
Customer Benefit Advisor I
Unum
10.2021 - 10.2022Read More
Technical Support Manager
Kelly Services
05.2018 - 10.2021Read More
Senior Technical Support Advisor
Kelly Services
04.2015 - 05.2018Read More
Customer Service Coach
Convergys
05.2012 - 05.2015Read More
Kennesaw State University
from Developmental Psychology
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Kennesaw State University
from Organizational Leadership
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