Summary
Overview
Work History
Education
Skills
Disability
Additional Information
Timeline
Generic
Angela Holter

Angela Holter

Summary

Knowledgeable and dedicated customer service professional with extensive experience in telecommunications industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with internal employees and customers. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

17
17
years of professional experience

Work History

Portal Customer Service Technician

Level 3 Communications
04.2013 - 05.2014
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Responded proactively and positively to rapid change.

Owner and Quantum Biofeedback Specialist

ReClaim Energetics
10.2010 - 05.2012
  • Positively engaged with customers to understand needs and responded appropriately to questions.
  • Assisted customers by helping train their body's ability to manage stress
  • Established effective working relationships with vendors, shipping company contacts and customers.
  • Cultivated and strengthened account relationships to achieve and exceed company targets.


Outside Plant Records Specialist

SRT Communications, Inc
01.2003 - 09.2010
  • Create, maintain, organize and plan customer plant records to provide the best technical services possible
  • Work with customer service, NOC, Facilities/Provisioning, CAD Department, ROW Department, Outside Plant Engineers, Dispatch, Combination/Splicer and Central Office Technicians, 911, Account Executives to insure accuracy of customer records and field information to deploy services as quickly as possible
  • Analyze multiple data to locate and understand issues which are preventing a customer from having the services they ordered
  • Using excel for cutsheet reports

Customer Service Representative

SRT Communications, Inc
01.1999 - 01.2003
  • Assist customer's with their telecommunication needs including DSL, Internet, Pagers, PCS phones and Landline Service
  • Created and Presented ‘Sales Techniques & Dialog'
  • Created ‘Customer Service Satisfaction Survey'
  • Served on ‘Fun Committee' Board for 1 year.

Chiropractic Assistant

Lakefront Chiropractic Center
11.1997 - 06.1999
  • Directed patients to exam rooms, fielded questions and prepared for physician examinations.
  • Performed electric muscle stimulation, massage and ultrasounds.
  • Enhanced patient outcomes by providing knowledgeable education on procedures, medications and other physician instructions.
  • Performed clerical duties, such as word processing, data entry, answering phones and filing.
  • Sanitized, restocked and organized exam rooms and medical equipment.
  • Scheduled patient appointments for busy chiropractic practice with revenues of $70,000 monthly.

Quality Assurance Manager

Dacotah Marketing & Research
01.1996 - 06.1997
  • Created and implemented a Quality Assurance Department for the call center
  • Directly supervised 3 QA employees
  • Applied coaching techniques and tools to support managers and team members in improving performance.
  • Created and implemented phone technique training.
  • Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.

Education

High School Diploma -

Minot High School

Level One For Healing Touch
Chicago, IL

Quantum Biofeedback Specialist

Skills

  • Courteous with Strong Service Mindset
  • Customer Data Confidentiality
  • Call Documentation
  • Responding to Difficult Customers
  • Service Quality
  • Calm and Professional Under Pressure
  • Creative Solutions
  • Issue and Complaint Resolution
  • Complex Product Knowledge
  • Call Volume and Quality Metrics

Disability

In 2014, I experienced an allergic reaction to a medication which resulted in my disability. I have spent the last 8 years, researching and applying my skills to find a solution/s to repairing my body. In September of 2021, I found a solution that has given me back my life. My tenacious attitude towards my disability shows how dedicated I am to my 'job' as I looked at my recovery as a job. I never stopped trying, studying, and researching ways to help myself. Over the last year, I've regained much of my strength and started being able to function all day. I now take care of a household with a 10 year old and 2 dogs. Needless to say, my goal of returning to work has become a reality. And I'm ready to dedicate myself to a career in telecommunications.

Additional Information

I am dependable, creative, self starter, and am extremely reliable. I will always give my best for the company and for the customers. I excel at making others feel heard and important. This includes both coworkers and customers.

Timeline

Portal Customer Service Technician

Level 3 Communications
04.2013 - 05.2014

Owner and Quantum Biofeedback Specialist

ReClaim Energetics
10.2010 - 05.2012

Outside Plant Records Specialist

SRT Communications, Inc
01.2003 - 09.2010

Customer Service Representative

SRT Communications, Inc
01.1999 - 01.2003

Chiropractic Assistant

Lakefront Chiropractic Center
11.1997 - 06.1999

Quality Assurance Manager

Dacotah Marketing & Research
01.1996 - 06.1997

High School Diploma -

Minot High School

Level One For Healing Touch

Quantum Biofeedback Specialist
Angela Holter