Summary
Overview
Work History
Education
Skills
Hardware Proficiencies
Software Proficiencies
Personal Information
References
Timeline
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Angela Gruenenfelder

Portland,OR

Summary

Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor, and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.

Overview

6
6
years of professional experience

Work History

Contact Center Lead

Powell’s Books Contact Center
06.2021 - Current
  • Modeled articulate and clear verbal communication with customers.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Researched applicable rules and support materials and delivered timely assistance to the calling team.
  • Maintained a positive attitude and enjoyed working with and for the public.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded proactively and positively to rapid change.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.

Owner & Operator

Finds Left Behind
07.2019 - Current
  • Managed day-to-day business operations.
  • Established foundational processes for business operations.
  • Used knowledge of market trends to create value-added solutions resulting in a significant increase in revenues.
  • Prepared bank deposits and handled business sales, returns, and transaction reports.
  • Maintaining social media advertising accounts.
  • Supervised the creation of exciting merchandise displays to catch the attention of store customers.

Inventory Replenishment Lead

Powell’s Books Industrial Warehouse
07.2017 - 06.2021
  • Implemented best practices and process improvements to boost supply chain performance.
  • Utilized data analytics to identify and resolve supply chain issues and improve overall performance.
  • Built comprehensive inventory systems to track current supply chain data.
  • Improved cycle count discrepancy rates by 40% through process improvements and maintaining high levels of data integrity.
  • Monitored inventory to maintain sufficient supply levels to meet business and customer needs.
  • Maintained accurate, up-to-date documentation of supply chain processes for reliable reference.
  • Used analytical models and mathematical analysis to create and maintain key performance metrics.

Education

Bachelor of Science - Geological And Earth Sciences

Portland State University
Portland, OR
09.2024

Skills

  • Information Tracking
  • Documentation Expertise
  • Project Management Abilities
  • Customer Data Confidentiality
  • Call Center Operations
  • Data Entry
  • Problem Resolution
  • Strong Analytical and Problem-Solving Skills
  • Computer Skills
  • Issue and Complaint Resolution

Hardware Proficiencies

  • PC
  • Mac
  • Zebra Handheld Scanners

Software Proficiencies

  • Excel
  • Word
  • Windows/OSX
  • Slack
  • Mitel/ShoreTel
  • Telecommuting Software
  • Photoshop

Personal Information

Title: Data Specialist & Lead

References

Available upon request

Timeline

Contact Center Lead

Powell’s Books Contact Center
06.2021 - Current

Owner & Operator

Finds Left Behind
07.2019 - Current

Inventory Replenishment Lead

Powell’s Books Industrial Warehouse
07.2017 - 06.2021

Bachelor of Science - Geological And Earth Sciences

Portland State University

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Angela Gruenenfelder