Angela Hodges

• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Completed day-to-day duties accurately and efficiently.
• Utilized various software and tools to streamline processes and optimize performance.

Due Dailey Deposit after counting out the tills every shift change.

Open and close the store to get it ready for store to be ready for business and afternoon the shift change for closing at end of night.

• Contributed innovative ideas and solutions to enhance team performance and outcomes.
• Prioritized and organized tasks to efficiently accomplish service goals.
• Identified needs of customers promptly and efficiently.
• Assisted with customer requests and answered questions to improve satisfaction.
• Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.

• Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
• Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
• Created reports on customer feedback, complaints, and suggestions for management review.
• Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
• Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
• Developed policies and procedures related to customer service operations.
• Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
• Provided exceptional customer service to ensure customer satisfaction.
• Monitored staff performance to ensure adherence to customer service standards.
• Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
• Evaluated and authenticated returns, exchanges and voids.
• Evaluated employee job performance and motivated staff to improve productivity.
• Managed customer service team to enhance service quality and efficiency.
• Resolved customer complaints through effective communication and problem-solving techniques.
• Trained staff on company policies and best practices for customer interactions.
• Coordinated scheduling to ensure adequate coverage during peak hours.
• Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
• Demonstrated excellent communication skills in resolving product and consumer complaints.
• Assisted staff with resolving complex customer issues and implementing targeted solutions.
• Maintained knowledge of company products and services to promptly resolve complaints and concerns.
• Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
• Developed and implemented strategies for providing excellent customer service experience.
• Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
• Delivered continuous training to associates to maximize performance and customer relations skills.
• Upheld quality control policies and procedures to increase customer satisfaction.
• Maintained accurate records of customers' interactions with the company in order to provide better future services.
• Monitored phone calls to provide feedback and coaching.
• Conducted regular training sessions for staff on new products, services, and customer service techniques.
• Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
• Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
• Led team engagement to assist cross-functional departments and achieve goals.
• Organized client contracts, records, and reports to strengthen traceability.
• Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
• Explained benefits, features, and recommendations to maximize client retention.
• Assisted in developing an effective system for tracking client requests from initial contact through resolution.
• Reviewed accounts for payments received or approved credit arrangements.
• Delegated work to staff, setting priorities and goals.
• Recruited and trained new employees to meet job requirements.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Resolved customer inquiries and complaints requiring management-level escalation.
• Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
• Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.