Angela Fugate
Lakeway,TX
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
11
11
years of professional experience
Work History
Manager, Service Center Programs
Texas Hospital Association
Austin, TX
01.2023 - Current
- Developed strong relationships with peers to enhance team communication and collaboration efforts.
- Accomplished multiple tasks within established timeframes.
- Developed strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Resolved customer inquiries efficiently, ensuring high satisfaction levels and swift issue resolution.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Maintained up-to-date knowledge of product and service changes.
- Sought ways to improve processes and services provided.
- Identified and resolved discrepancies and errors in customer accounts.
Senior Specialist
Texas Hospital Association
06.2021 - Current
- Supported department leadership in implementing new policies, procedures and controls.
- Established strong working relationships with clients through exceptional customer service and proactive communication efforts.
- Collaborated with cross-departmental teams in developing cohesive strategies aimed at achieving long-term organizational goals.
- Followed all company policies and procedures to deliver quality work.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Collected, arranged, and input information into database system.
Specialist
Texas Hospital Association
11.2019 - Current
- Provided exceptional customer service support through multiple channels, ensuring timely resolution of inquiries and issues.
- Enhanced knowledge sharing within team, ensuring all members were up-to-date with latest product information.
Scheduling Coordinator
USACS
06.2014 - 11.2018
- Led coordination of complex scheduling activities to optimize operational efficiency.
- Mentored team members in best practices for scheduling and resource allocation.
- Implemented process improvements, enhancing scheduling accuracy and reducing conflicts.
- Developed strategic scheduling frameworks, streamlining communication across departments.
- Collaborated with cross-functional teams to align scheduling with business priorities.
- Utilized advanced software tools like Excel, Outlook, and scheduling-specific platforms to effectively manage comprehensive appointment calendars.
- Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.
- Managed daily scheduling conflicts to reduce operational backlogs and support full shift-coverage.
- Supported company growth by effectively managing increasing volume of scheduling requests without compromising service quality.
- Collaborated with team members to develop contingency plans for unexpected staff absences or schedule changes.
- Implemented new scheduling system, training staff on its use to improve overall efficiency.
- Managed complex scheduling software, leading to reduction in double bookings and scheduling conflicts.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Completed bi-weekly payroll for 100 employees.
Education
Bachelor of Arts - Humanities
University of Oklahoma
Norman, OK05-2017
Bachelor of Arts - Public Relations
University of Oklahoma
Norman, OK05-2017
Associate of Arts - English Literature
Rose State College
Oklahoma City, OK05-2012
Skills
- Customer service
- Team leadership
- Time management
- Decision-making
- Staff training and development
- Cross-functional teamwork
- Staff development
Timeline
Manager, Service Center Programs
Texas Hospital Association
01.2023 - Current
Senior Specialist
Texas Hospital Association
06.2021 - Current
Specialist
Texas Hospital Association
11.2019 - Current
Scheduling Coordinator
USACS
06.2014 - 11.2018
Bachelor of Arts - Humanities
University of Oklahoma
Bachelor of Arts - Public Relations
University of Oklahoma
Associate of Arts - English Literature
Rose State College
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