Angela Kelly
Charlotte,NC
Summary
Customer-focused professional with extensive experience in call centers, banking support, and high-volume customer service environments. Skilled in resolving complex issues, managing 90–100+ calls per day, and providing calm, clear communication across phone, email, and online channels. Known for strong multitasking abilities, accuracy, and maintaining professionalism while handling sensitive information. Highly adaptable, tech-savvy, and committed to delivering exceptional service in fast-paced remote environments.
Overview
14
14
years of professional experience
Work History
Customer Experience Specialist
U.S. Bank
01.2023 - Current
- Entered customer details and request notes into internal systems quickly and accurately.
- Researched and resolved issues by following established procedures and documenting each step for tracking.
- Switched between multiple systems (CRM, Excel, email, online banking tools) while staying focused and efficient.
- Maintained confidentiality and professionalism while handling sensitive customer information.
- Managed over 100 customer service calls per day while maintaining quality and
- Promoted to Digital Banker Specialist (DBS) to assist customers with technical and online banking support.
- Met call center metrics while striving for first-call resolution.
- Accurately documented all customer interactions and account notes.
- Familiar with Microsoft Office (Word, Excel, Outlook).
Customer Service Representative
Asurion
11.2022 - 01.2023
- Delivered world-class customer service that improved overall customer satisfaction and loyalty.
- Used empathy and reassurance to calm frustrated customers and create positive experiences during challenging interactions.
- Built trust through clear communication, consistent follow-through, and reliable problem-solving.
- Applied advanced technical knowledge to troubleshoot and resolve device programming issues quickly and effectively.
- Handled 90+ customer calls per day , demonstrating strong organization and the ability to manage high-volume workloads.
- Demonstrated excellent listening skills to fully understand customer concerns and provide accurate solutions.
- Ranked #2 on my team , reflecting strong performance and commitment to excellence.
- Successfully upsold products and services, increasing program loyalty and contributing to revenue growth.
Fulfillment Customer Service Associate
Amazon
09.2020 - 11.2022
- Managed the receipt and processing of incoming packages and materials, seeing a smooth workflow and accurate inventory tracking.
- Picked and filled customer orders from stock, which aided hold a high level of order fulfillment efficiency and satisfaction.
- Oversaw the packing and shipping of orders, streamlining the process to reduce errors and enhance delivery speed.
- Developed effective methods for overseeing and organizing boxed items, which bettered overall organization and accessibility in the warehouse.
- Resolved IT issues using a laptop, allowing for quick troubleshooting of packages that encountered processing problems, thereby minimizing delays.
- Provided logistics support for correcting misrouted packages, helping to assure that customers received their deliveries on time and improving overall service reliability.
Customer Service Desk
Home Depot
05.2020 - 09.2020
- Provided customers with clear product and service information to enhance the shopping experience and overall satisfaction.
- Coordinated with logistics service providers to ensure seamless shipping and delivery for timely customer service.
- Managed order and pricing inquiries, delivering accurate and prompt responses to support confident purchasing decisions.
- Actively listened to customer concerns and used critical thinking to resolve issues, building trust and customer loyalty.
- Resolved complaints efficiently, contributing to improved customer retention and positive customer feedback.
- Communicated effectively across departments to support smooth daily operations and strengthen team collaboration.
Customer Service/Cashier/Sales
GW Boutique of Southern Piedmont
01.2020 - 05.2020
- Consistently provided high-quality customer service that fostered a welcoming environment and encouraged repeat visits and positive shopping experiences.
- Handled inbound and outbound phone calls, providing clear communication and timely responses to improve customer satisfaction.
- Assisted with weekly pulls of textiles and hardware to maintain accurate inventory levels and ensure a fresh, appealing product selection.
- Merchandised tables and sales displays according to store guidelines, enhancing product visibility and driving a 30% increase in sales opportunities.
Deli Associate
Walmart
09.2019 - 12.2019
- Provided excellent customer service, helping create a welcoming environment for shoppers and encouraging repeat business.
- Prepared and served sandwiches and special orders efficiently, ensuring customer satisfaction with every meal.
- Managed the preparation of hot bar food items, offering fresh options that supported increased sales.
- Addressed customer concerns calmly and politely, resolving issues quickly while maintaining a positive experience.
- Handled 100+ customers per day, demonstrating strong multitasking abilities and effectiveness during peak hours.
Merchandiser/Trainer
Goodwill
05.2018 - 09.2019
- Designed the Accessories aisle and end caps, which boosted visibility for household wares and contributed to achieving 75% of store sales goals.
- Dressed store clothing vignettes to create eye-catching product displays, effectively engaging customers and promoting purchases.
- Became a certified Trainer in all areas of Goodwill, equipping me to effectively share knowledge and skills with new associates.
- Trained all new store associates on Goodwill policies and standards.
Office Manager/Bookkeeper
HSSH Registered Family Daycare
04.2012 - 03.2018
- Provided outstanding customer service, fostering strong relationships with families and creating a welcoming atmosphere.
- Kept accurate financial records for the daycare, which ensured transparency and compliance with all regulations.
- Provided strategic leadership and direction to the team, grappling with workloads effectively to drive operational excellence.
- Developed and established workflow processes, which aided in monitoring daily productivity and identifying areas for improvement in personnel performance.
- Evaluated employee records and productivity regularly, submitting detailed reports that informed management decisions and heightened team performance.
Education
High School Diploma -
Franklin D Roosevelt H.S
Brooklyn, New York, United States06.1989
Skills
- Efficient and Detail-Oriented PROFESSIONAL
- Customer Account Management PROFESSIONAL
- Calm and Professional Under Pressure PROFESSIONAL
- Excellent listening skills PROFESSIONAL
- Strong organizational skills PROFESSIONAL
- Critical thinking PROFESSIONAL
Timeline
Customer Experience Specialist
U.S. Bank
01.2023 - Current
Customer Service Representative
Asurion
11.2022 - 01.2023
Fulfillment Customer Service Associate
Amazon
09.2020 - 11.2022
Customer Service Desk
Home Depot
05.2020 - 09.2020
Customer Service/Cashier/Sales
GW Boutique of Southern Piedmont
01.2020 - 05.2020
Deli Associate
Walmart
09.2019 - 12.2019
Merchandiser/Trainer
Goodwill
05.2018 - 09.2019
Office Manager/Bookkeeper
HSSH Registered Family Daycare
04.2012 - 03.2018
High School Diploma -
Franklin D Roosevelt H.S