Angela Jones
Spanaway,WA
Summary
Results driven, well rounded professional with 5+ years of experience that includes the ability to quickly learn and implement company guidelines and standards while exuding a positive never give up attitude.
Overview
9
9
years of professional experience
Work History
Virtual Executive Assistant/Chat Specialist
Ruby Receptionists
04.2020 - Current
- Answered high volume of phone calls and chat inquiries.
- Greeted callers with company title, determined nature and purpose of call and directed individuals to appropriate departments.
- Took notes and dictation at messages. Scheduled appointments for patients, clients and customers.
- Handled inbound customer chat conversations from various websites.
- Assisted team leader with coaching and mentoring of new employees.
- Developed exemplary writing skills through continued correspondence with upwards of 200 callers/chatters per day.
- Maintained 95% or higher on daily stat metrics. Company standard is 89%
- Responded to customer inquiries and provided accurate information about products and services via live chat.
Assistant Manager
Dollar Tree
10.2017 - 01.2020
- Maintained positive environment amongst staff and customers on daily basis by implementing hands on approach.
- Answered questions about products, store policies and addressed customer concerns.
- Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet customer needs.
- Trained employees, monitored performance and conducted periodic reviews focused on continuous improvement.
- Rotated merchandise and displays to feature new products and promotions.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Store Manager
Spirit Halloween Super Store
07.2018 - 11.2019
- Managed over 30 store employees successfully in fast-paced environment through proactive communication, hands on support and necessary feedback.
- Interviewed, processed onboarding and trained new employees.
- Managed inventory control, cash control including bank deposits and store opening and closing procedures.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Approved regular payroll submissions for employees.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction and exceeding sales goals.
- Assisted with refunds and customer complaints.
Call Center Manager
Hunts Services
02.2015 - 11.2019
- Led daily team meetings including morning motivation. Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Coordinated schedules for optimal coverage of daily service calls and adjusted quickly to changing demands.
- Managed over 60 customer accounts and invoicing.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
Education
Associate of Science -
Southern Oregon University
Ashland, OR05.2012
Skills
- Executive Support
- Strong Problem Solver
- Data Accuracy
- Personnel Management
- Motivational Leadership
- Time Management
Timeline
Virtual Executive Assistant/Chat Specialist
Ruby Receptionists
04.2020 - Current
Store Manager
Spirit Halloween Super Store
07.2018 - 11.2019
Assistant Manager
Dollar Tree
10.2017 - 01.2020
Call Center Manager
Hunts Services
02.2015 - 11.2019
Associate of Science -
Southern Oregon University
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