Angela Justus
Chesapeake,VA
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Anthem
Norfolk, VA
07.2022 - Current
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Made outbound calls to obtain account information.
- Improved customer service wait times to mitigate complaints.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Supervisor
Conduent
Chesapeake, VA
10.2019 - 05.2022
- Directed and supervised team of 15 employees in daily operations.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Tracked progress on projects and provided timely feedback to staff members.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Evaluated employee performance through periodic reviews and documented results accordingly.
- Created new strategies for improving customer service standards within the organization.
- Participated in conferences related to industry trends or organizational developments.
- Monitored employee productivity to provide constructive feedback and coaching.
- Complied with company policies, objectives and communication goals.
- Coordinated employee schedules according to shift changes and availability.
- Provided ongoing training to address staff needs.
- Reviewed completed work to verify consistency, quality and conformance.
- Established and enforced clear goals to keep employees working collaboratively.
- Resolved customer complaints and adjusted policies to meet changing needs.
- Identified and corrected performance and personnel issues to reduce impact to business operations.
- Planned and managed resources to consistently meet production, quality and cost goals.
- Interviewed applicants, recommended individuals for hiring and evaluated staff performance.
- Responded to employee concerns or complaints by coordinating with human resources team to solve issues.
- Coached staff members to develop long-term career goals.
Education
Computer Administration -
Tidewater Tech
Norfolk, VA01-1995
Some College (No Degree) - Nursing
TCC
Portsmouth, VASkills
- Inbound and Outbound Calling
- Data Collection
- Call Management
- Data Entry
- Complaint resolution
- Product Knowledge
- Researching
- Call Center Operations
- In-store support
- Research
- Customer Education
- Computer Proficiency
- Retail sales customer service
- Administrative Support
- Microsoft Excel
- Medical terminology knowledge
- Payment Processing
- High-energy attitude
- Typing proficiency
- Problem-solving abilities
- Active Listening
- Dispute Resolution
- Adaptive team player
- Customer Relations
- Typing 60 WPM
- Prioritization
- Team Development
- Microsoft Outlook
- Critical Thinking
- Complaint Handling
- Positive and professional
- Microsoft PowerPoint
- Credit card payment processing
- Professional telephone demeanor
- Documentation
- Store maintenance
Affiliations
- I love learning new things and strive to be the best that I can be at it.
- I am 100% devoted to reaching my set goals both at home an at work
- I am very easy going and always look for a solution to any problem or issue that may arise.
Accomplishments
- Tidewater Tech completed course in computer administration
Timeline
Customer Service Representative
Anthem
07.2022 - Current
Supervisor
Conduent
10.2019 - 05.2022
Computer Administration -
Tidewater Tech
Some College (No Degree) - Nursing
TCC