Summary
Overview
Work History
Education
Skills
Interests
Timeline
Generic

Angela Iglay

Port Orange

Summary

Customer Support professional with extensive experience in content accuracy, resource management, and agent support. Skilled in proofreading, research, and content development with a strong background in organizing and maintaining information. Proficient in CRM and content management systems, with a proven ability to improve processes, enhance accessibility, and support agents with accurate and well-structured resources.

Overview

22
22
years of professional experience

Work History

Internal Support Agent-Echat

World Travel Holdings LLC
01.2024 - Current
  • Assist employees with travel-related issues and bookings by providing expert guidance, resolving problems, and ensuring adherence to company policies and procedures, leveraging internal systems and industry knowledge. Manage inquiries about itineraries, reservations, and travel policy compliance, offering solutions to client challenges and contributing to efficient team operations and smooth travel experiences for all involved.

Travel Professional

World Travel Holdings, LLC
09.2023 - 12.2024
  • Sell and coordinate cruises, transportation, accommodations, insurance, tours and activities. Advise clients regarding destinations, cultures, customs, weather and activities. Collect payments, reserve travel arrangements and pay applicable fees. Handle travel issues, conflicts, complaints, cancellations and refunds.

Customer Service

Independent Self Employment
09.2021 - 09.2023
  • Personal shopper and delivery driver.

Office Executive

The Welcome Center of Daytona Beach
02.2004 - 06.2020
  • Hired, trained and supervised staff of 20 reservation agents and implemented mentoring program that offered positive employee engagement and facilitated employee retention.
  • Implemented CRM database and Virtual Office environment increasing productivity by 30%
  • Established online presence increasing sales by 35%.
  • Negotiated improved vendor contracts reducing rates for clients by 10%
  • Provided a positive and professional on-boarding/client experience for all (new) employees and clients.
  • Created and maintained internal sharepoint database for both vendors and employees to ensure content was accessible and up to date.

Education

Certificate - Management Skills for New Managers

CareerTrack
Kansas City, MO
01.2007

Certificate - Dealing with Negative Attitudes in the Work Place

SkillPath Seminars
Mission, KS
01.2007

High School Diploma - General Studies

Manasquan High School
Manasquan, NJ
06.1992

Skills

  • Contract Negotiation

  • Content Development & Management

  • Microsoft Office

  • Proofreading

  • CRM software

  • Online research

  • Time management

  • Problem-solving abilities

  • Strong attention to detail

  • Multitasking Abilities

  • Reliability

  • Organizational skills

Interests

  • Animal Welfare Advocacy
  • Fundraising Events
  • Volunteer Work

Timeline

Internal Support Agent-Echat

World Travel Holdings LLC
01.2024 - Current

Travel Professional

World Travel Holdings, LLC
09.2023 - 12.2024

Customer Service

Independent Self Employment
09.2021 - 09.2023

Office Executive

The Welcome Center of Daytona Beach
02.2004 - 06.2020

Certificate - Dealing with Negative Attitudes in the Work Place

SkillPath Seminars

High School Diploma - General Studies

Manasquan High School

Certificate - Management Skills for New Managers

CareerTrack

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