Angela Gholston
Sebring,USA
Summary
Customer-focused professional with background in enhancing customer experience across various industries. Experienced in handling complaints, processing returns, and promoting services to drive customer retention. Strengths include active listening, problem-solving and empathetic communication skills. Previous roles have involved improving customer satisfaction ratings through timely resolution of issues and personalized service.
Overview
27
27
years of professional experience
Work History
Customer Experience Associate
Verizon
Tampa, FL
04.2022 - 12.2025
- Provided exceptional customer service by promptly responding to inquiries and resolving issues, resulting in a XX% increase in customer satisfaction ratings
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding the department's average response time of XX minutes
- Demonstrated strong product knowledge to effectively address customer questions and provide accurate information on features, pricing, and promotions
- Collaborated with cross-functional teams to resolve complex customer issues, ensuring timely resolution and maintaining positive relationships with customers
- Identified opportunities for process improvement within the customer experience team and implemented new strategies that resulted in a XX% reduction in average handling time per interaction
- Assisted customers with order placement, modifications, cancellations, and returns while adhering to company policies and procedures
- Proactively reached out to customers who had unresolved issues or complaints to ensure their concerns were addressed promptly and satisfactorily
- Participated in regular training sessions to stay updated on product knowledge, industry trends, and best practices for delivering exceptional customer experiences
- Maintained a calm demeanor during challenging interactions with upset or dissatisfied customers while actively listening to their concerns and finding appropriate solutions
- Provided technical support to customers via phone, email, and chat, troubleshooting hardware and software issues
- Assisted customers in setting up new devices and configuring network settings for optimal performance
- Collaborated with cross-functional teams to identify and resolve complex technical issues
- Documented all customer interactions and solutions in a detailed ticketing system
- Performed remote diagnostics to identify root causes of technical problems and implemented appropriate solutions
- Maintained a high level of customer satisfaction by providing timely and effective resolutions to their technical concerns
- Escalated unresolved issues to higher-level support or engineering teams for further investigation
- Stayed updated on the latest technology trends and product knowledge to provide accurate information to customers
- Demonstrated strong problem-solving skills by analyzing complex technical issues and finding innovative solutions
- Leveraged strong communication skills to effectively explain technical concepts to non-technical users in a clear manner
- Investigated recurring technical issues reported by multiple customers, collaborating with other departments to implement permanent fixes
- Assisted in testing and implementing software updates and patches to improve system performance
Customer Service Representative
Agero Roadside Assistance
Tri-Cities, TN
11.2020 - 10.2021
- Handling escalated calls.
- Making sure the customer needs are met.
- Providing the customer with an excellent customer service experience.
- Winning back customers.
- Set up client appointments.
- Provided policy and service information.
- Assisted customers with a warm and professional attitude.
- Resolved customer information and complaints.
- Responded to claim inquiries.
- Payment processing.
- De-escalated problematic customer concerns.
- Delivered service and support to each customer, paving the way for future business opportunities.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Exceeded company productivity standards on consistent basis.
Call Center Representative
The Results Company
Sebring, FL
09.2019 - 11.2020
- Technical support and customer billing needs.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Maintained strong call control and quickly worked through scripts to address customers problems.
- De-escalated problematic customer concerns.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Documented conversations with customers to track request, problems and solutions.
- Case management of customers involved in accidents.
- Assisting the customers and clients with the release of vehicles.
- Payment transactions to storage yards and service providers.
- Reviewed files, records and other obtained documents to respond to customer request.
Customer Service Representative
Agero Roadside Assistance
Sebring, FL
08.2014 - 09.2019
- Dispatching emergency roadside assistance services to customers.
- Managing cases of vehicles involved in accidents.
- Assisted customers and clients with releasing vehicles from storage and impound lots.
- Providing excellent customer service experiences to customers and clients.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Uphold strict quality control policies and procedures during customer interactions.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Made outbound calls to obtain account information.
- Created and implemented process improvements to reduce workloads and reduce customer callbacks.
- Exceeded company productivity standards on consistent basis.
- Built rapports with clients and service providers which enhanced the customer experience in a more positive light.
Assistant Manager
Shop 863
Avon Park, FL
08.2009 - 03.2012
- Delegated daily to task to learn members to optimize group productivity.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Initiated inventory control measures to manage and replenish stock, maintain cost levels and meet customers demand.
- Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.
- Maintained clean and well-organized environment for customer happiness and safety.
Correctional Officer
Hardee Correctional Institution
Bowling Green, FL
10.1998 - 07.2006
- Care, custody & control of inmates in a correctional facility.
- Responsibilities also included count procedures, answering calls, welcoming visitors & control room responsibilities which included typing and computer skills.
- Inspected cells and conducted random searches of common and uncommon areas.
- Monitored daily activities to identify and manage suspicious behavior, improper conduct and signs of conflict.
- Monitored inmate behavior to prevent crime, escape attempts and dangerous activities.
- Employed de-escalation techniques, verbal commands and physical and mechanical restraints to address unruly inmates.
- Detected potential threats and quickly defused conflicts.
- Maintained clear and open communications with facility areas to support safe operations.
- Applied non-violent response tools and physical restraint during problematic situations.
- Received property from incoming inmates, provided receipts and inspected items for contraband.
- Directed staff and visitor sign-in, documenting processes and completing appropriate staff and visitor logs.
- Attended regular training and maintained appropriate certifications.
Education
Corrections - Certificate
South Florida Community College
01.1998
Basics - Diploma
Avon Park High School
01.1995
Skills
- Managing customer accounts
- Slack
- Customer support experience within technology industry
- Case Management
- Order processing
- Software troubleshooting
- Phone call management
- Providing product information
- Individual consumer customer service
- First Responder
- Retail sales
- Technical troubleshooting support
- Law Enforcement
- Computer skills 40 WPM or more
- Telecommunication
- Team management
- Handling customer exchanges
- Computer operation
- Improving customer support response time
- Phone etiquette
- Microsoft Teams
- Customer training
- Client services
- SMS customer support
- Technical Proficiency
- Customer support
- Security
- Customer support specialist experience
- Customer issue escalation
- Billing issue inquiries
- Email customer support
- Call center experience
- Managing teams in a customer support role
- Organizational skills
- Call center agent experience
- Google Workspace
- Training & development
- Customer support experience within telecommunications industry
- Salesforce
- Phone customer support
- Customer service
- Customer support experience within retail industry
- Technical support representative experience
- Customer returns handling
- Account management
- Technical user customer support
- Order inquiry handling
- Computer skills
- Technical Support
- Technical support
- Problem solving
- Conflict resolution
- Ticketing systems
- Product knowledge
- Call handling
- Active listening
- De-escalation techniques
- Communication skills
- Time management
- Attention to detail
- Money handling
- Problem-solving
- Sales transactions
- Investigate claims
- Complaint resolution
Awards
Employee of the Month, 08/01/19, Was recognized for my outstanding work and accomplishments.
Timeline
Customer Experience Associate
Verizon
04.2022 - 12.2025
Customer Service Representative
Agero Roadside Assistance
11.2020 - 10.2021
Call Center Representative
The Results Company
09.2019 - 11.2020
Customer Service Representative
Agero Roadside Assistance
08.2014 - 09.2019
Assistant Manager
Shop 863
08.2009 - 03.2012
Correctional Officer
Hardee Correctional Institution
10.1998 - 07.2006
Corrections - Certificate
South Florida Community College
Basics - Diploma
Avon Park High School