Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Angela Gross

Volga,SD
Angela Gross

Summary

I thrive in helping our customers with the issue's they might have with their displays. We practice active listening in our positions, with effective solutions that improve operational workflows and customer satisfaction, I help to mentor new hires and streamlining project coordination for high-profile clients.

I feel I am friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.

Overview

33
years of professional experience

Work History

Daktronics

Customer Service Representative
03.2019 - Current

Job overview

  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • 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.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.

Daktronics

Dispatcher
05.2016 - 03.2019

Job overview

  • Communicated with Daktronics Technicians and Field Service Leads to coordinate onsite work to be completed at customers site's, whether it be NBA, NFL, NHL, MLB or High Schools or Businesses to get their displays worksing.
  • Directed dispatching, routing, and tracking of parts to the site's or technicians.
  • Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
  • Processed invoices and payments for dispatched orders to provide proof of transaction.
  • Managed conflict resolutions with customers, drivers and coordinated lifts to the site to encourage professional relationships and promote respect.
  • Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.

Daktronics

Project Materials Coordinator
06.1992 - 05.2016

Job overview

  • Entered Projects, scheduled dates for Contracts, worked with Project Management, Engineering and Manufacturing to keep practical lead times for projects.
  • Improved team productivity with regular communication and progress updates to the Sales Teams/Project Managers.
  • Operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
  • Gathered and organized materials to support operations, helped in manufacturing when needed to get the project out the door for the customer.

Education

Northern State University
Aberdeen, SD

Bachelor of Arts from Geography & Coaching

University Overview

Majoring in Geography

Minoring in Coaching


1990-1991 - Left College due to a sports injury

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Relationship building
  • Conflict resolution
  • Complaint handling
  • Microsoft Excel
  • Payment processing
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Follow-up skills
  • Order processing
  • Customer relationship management (CRM)
  • Staff training

Timeline

Customer Service Representative
Daktronics
03.2019 - Current
Dispatcher
Daktronics
05.2016 - 03.2019
Project Materials Coordinator
Daktronics
06.1992 - 05.2016
Northern State University
Bachelor of Arts from Geography & Coaching
Angela Gross