Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

Angela Goldman

Hoquiam,WA

Summary

Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.

Overview

15
15
years of professional experience

Work History

Software Support Team Lead

PatientNow
03.2023 - Current
  • Improved team productivity by implementing efficient project management strategies and streamlining communication channels.
  • Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
  • Spearheaded multiple high-impact projects simultaneously while meeting tight deadlines under pressure-packed situations.
  • Championed continuous improvement initiatives that resulted in optimized processes leading to cost savings
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
  • Developed and maintained effective relationships with key stakeholders to better understand their needs and expectations.
  • Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
  • Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.

Customer Success Manager

PatientNow
06.2022 - 03.2023
  • Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
  • Implemented effective communication strategies that fostered long-lasting connections with customers.
  • Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
  • Reviewed project results to identify areas for improvement
  • Established clear client retention goals which include full account reviews
  • Promoted company value through client overall experience
  • Built client loyalty and reduce churn.

EMR Software Support Specialist

PatientNow
01.2022 - 06.2022
  • Assist clients with all aspects of EMR software with a focus on helping them maximize efficiency, profits, and client satisfaction
  • Diagnose and resolve software and hardware issues involving PatientNow software and other related hardware including document scanners, barcode readers, cameras, and credit card equipment
  • Identify and escalate priority issues per department procedure
  • Accurately process and record cases in the CRM ticketing system
  • Offer alternative solutions where appropriate with the objective of each customer having a wonderful experience
  • Follow up and make scheduled callbacks to customers where necessary
  • Stay current with PatientNow software and the industry.

Executive Relations/Social Media liaison

Overstock.com
11.2020 - 01.2022
  • Demonstrate empathy and concern for highly escalated customer issues that have reached the CEO, BBB, Board of Directors, Attorney General, or other high level company Executives for resolution
  • Advocate on behalf of the customer within internal departments, including Public Relations, to determine the validity of the complaint, and provide a positive resolution
  • Identify and implement product or process improvements to better our future customer experience.

Customer Service Supervisor

Overstock.com
04.2018 - 11.2020
  • Trained and prepared call center representatives to respond to customer questions, complaints and troubleshoot problems with products
  • Motivated and supported agents through feedback and communication based on performance KPIs & NPS Reports
  • Actively interacted with Specialists to ensure that they were engaged in productive work
  • Worked alongside managers, other departments, and peers to improve processes to better our customer experience
  • Monitored, coached, and provided specific feedback, including quality, productivity, attendance, compliance, and any other related disciplinary issues.

Customer Service Solutions Support Specialist

Overstock.com
02.2018 - 04.2018
  • Primary responsibility included being the support staff for supervisors
  • This roll included but was not limited to, assisting specialists with questions, customers, and any other support they may need if a supervisor was not available for assistance.

Customer Service Solutions Specialist

Overstock.com
06.2017 - 02.2018
  • Independently resolved customer's problems in a call center environment by clarifying issues, researching, and exploring answers then offered solutions by thinking outside the box
  • Responsible for handling multiple types of customers (internal and external) through all channels (phone, e-mail, and SMS).

Owner/Operator

Angela Deanne Photography
01.2009 - 01.2017
  • In charge of organizing and executing photoshoots for clients with high end photography equipment
  • Pre and Post Editing using systems such as Adobe Bridge and Adobe Photoshop
  • Created a successful local small business within the community that secured youth sports leagues across the county and provided sports photography packages for teen and youth sports.

Education

Pharmacy Technician Certificate -

Grays Harbor Community College
01.2006

Skills

Operations Management

Staff Development and Training

Team Management and Supervision

Coaching and Mentoring

Handling Customer Complaints

Employee Motivation and Discipline

Google Business Suite

Organizing

Problem Solving

Public Relations

Quality

Researching

Staff Development

Trend tracking

Schedule Management

Employee Evaluation

Complaint resolution

Timeline

Software Support Team Lead

PatientNow
03.2023 - Current

Customer Success Manager

PatientNow
06.2022 - 03.2023

EMR Software Support Specialist

PatientNow
01.2022 - 06.2022

Executive Relations/Social Media liaison

Overstock.com
11.2020 - 01.2022

Customer Service Supervisor

Overstock.com
04.2018 - 11.2020

Customer Service Solutions Support Specialist

Overstock.com
02.2018 - 04.2018

Customer Service Solutions Specialist

Overstock.com
06.2017 - 02.2018

Owner/Operator

Angela Deanne Photography
01.2009 - 01.2017

Pharmacy Technician Certificate -

Grays Harbor Community College

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