ANGELA MCBROOM
White Hall,AR
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Inbound Team Manager/ Account Manager Supervisor
ADT Solar/Sunpro Solar
08.2020 - 03.2024
- Led and oversaw a 40-member team of customer support agents in the solar sector
- Achieved consistently high levels of customer satisfaction
- Developing and implementing strategies to optimize team performance, while ensuring adherence to schedule
- Coached, trained, and mentored team members to enhance their skillset and knowledge of solar products and services.
- Monitored and analyzed key performance indicators (KPIs) to identify trends and areas of improvement
- Successfully resolved escalated customer concerns and complaints by providing empathetic and professional assistance.
- Supervised and led account managers, offering guidance, support, and mentorship for team success
- Oversee the management of client accounts, including onboarding, relationship building, and ongoing support to meet client needs and objectives.
- Developed and implemented team-building strategies to promote collaboration and cohesion.
- Monitored and tracked team performance, identifying areas for improvement and delivering feedback to employees.
- Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.
- Recruited qualified candidates through job postings, interviews and referrals; evaluated resumes and applications; extended offers of employment.
- Motivated team members to consistently achieve or exceed performance expectations.
- Oversaw daily workloads and workflow for smooth operations.
- Led regular team meetings to communicate current business trends and relevant updates.
- Coached team for success by using corrective action processes.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Recruited and trained new employees to meet job requirements.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Provided training sessions for new staff members on client relations procedures and policies.
- Conducted regular meetings with team members to review performance, set goals, and provide feedback.
Member Service Representative
Farm Bureau Insurance
Pine Bluff
01.2015 - 08.2020
- Managed and resolved inquiries, provided information and solved issues for members or customers through multiple communication channels including phone, email, and in-person
- Assisted members with various account-related tasks, including opening new accounts, processing transactions, and updating information
- Maximized member satisfaction and engagement by educating them about products, services, and membership benefits.
- Demonstrated active listening skills to understand and address members' concerns and needs empathetically.
- Adhered to protocols and procedures, ensuring regulatory compliance and safeguarding member information's security and confidentiality.
- Collaborated with sales, marketing, and operations teams to address member needs, resolve issues, and enhance service delivery
- Maintained accurate records of member interactions and transactions, updating member profiles or databases as necessary.
- Updated on company policies, products, and industry trends to provide accurate and timely information to members.
- Handled customer complaints in an efficient and courteous manner.
- Performed cash handling duties such as deposits and withdrawals for members' accounts.
- Researched complex issues related to accounts or services provided by the organization.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Offered exceptional customer service to differentiate and promote company brand.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Office Manager/Clinic Manager
Physical Therapy Plus, Inc./Functional Testing Centers
White Hall
03.2008 - 01.2015
- Managed the daily operations of the physical therapy office by scheduling appointments, maintaining patient records, and handling administrative tasks.
- Supervised and coordinated administrative staff including receptionists, medical secretaries, and billing specialists to streamline workflow
- Maintained accurate patient records and ensured compliance with healthcare regulations, privacy laws (e.g., HIPAA), and insurance requirements.
- Managed patient intake and registration procedures, ensuring accuracy of insurance coverage, benefits, and eligibility while addressing inquiries and concerns.
- Managed billing processes, including submitting insurance claims, processing payments, and reconciling accounts. Assisted in resolving billing inquiries and disputes.
- Monitored clinic finances, overseeing revenue, expenses, and accounts receivable/payable while also preparing budgets, financial reports, and forecasts.
- Coordinated maintenance and repair activities for clinic facilities, equipment, and supplies.
- Enhanced the skills and performance of administrative staff through training, coaching, and support while conducting performance evaluations as necessary.
- Created a welcoming and supportive environment for patients by addressing their concerns and needs with empathy and professionalism, resulting in a positive patient experience.
- Supervised staff members, organized schedules and delegated tasks.
- Developed and implemented office policies and procedures.
- Coordinated meetings, conferences, travel arrangements and department activities.
- Ordered supplies and equipment to maintain adequate inventory levels.
- Maintained filing system for records, correspondence and other documents.
- Processed payroll accurately ensuring all employees were paid on time.
- Tracked invoices and payments to ensure accuracy of accounts receivable and payable information.
- Performed general bookkeeping duties such as reconciling bank statements and creating journal entries.
- Provided training to new hires on office policies and procedures.
- Managed office inventory and placed new supply orders.
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Administered payroll and maintained proper documentation of employee personnel.
- Coded and entered daily invoices with in-house accounting software.
- Elevated customer satisfaction ratings by promptly resolving client and case issues.
- Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
Account Management/Project Estimator
Advantage Steel Buildings
North Little Rock, AR
02.2003 - 03.2008
- Promote metal building products and services to potential clients, such as builders, contractors, architects, and property owners.
- Developed and maintained client relationships to gain insights into their needs, preferences, and project requirements, delivering customized solutions and recommendations.
- Created and delivered precise cost estimates and price quotations for metal building projects using project specifications, materials, labor requirements, and other relevant factors
- Collaborated with engineers, designers, and project managers to develop comprehensive proposals and presentations for clients
- Negotiated contracts, terms, and pricing with clients, maintaining adherence to company policies and objectives
- Coordinated project details with clients and internal teams to ensure smooth project implementation, including scheduling, delivery, and installation of metal building components.
- Supported and assisted clients throughout the project lifecycle by addressing inquiries, resolving issues, and ensuring customer satisfaction
- Stay updated on industry trends, building codes, and regulations related to metal building construction.
- Monitored progress of ongoing projects to ensure accuracy of initial estimates throughout construction process.
- Assisted in resolving disputes between contractors regarding changes in scope of work or additional costs associated with projects.
- Identified areas where cost savings could be achieved without compromising quality standards.
- Collaborated with other departments within the organization to ensure timely completion of projects.
- Responded quickly and efficiently to customer inquiries about pricing, availability, delivery times.
- Maintained up-to-date records of all project activities including budgets, timelines, invoices, purchase orders.
- Analyzed blueprints and other documents to prepare time, cost and labor estimates.
- Checked construction plans against actual field conditions to prepare estimates.
- Consistently followed up with customers to determine satisfaction levels.
Account Management/Project Estimator
Monarch Metal Buildings
Pine Bluff, AR
07.1996 - 04.2002
- Promoted metal building products and services to potential clients such as builders, contractors, architects, and property owners through sales activities.
- Developed and maintained client relationships to gain insights into their needs, preferences, and project requirements, enabling the delivery of customized solutions and recommendations
- Prepared accurate cost estimates and price quotations for metal building projects by analyzing project specifications, materials, labor, and other relevant factors.
- Monitored progress of ongoing projects to ensure accuracy of initial estimates throughout construction process.
- Negotiate contracts, terms, and pricing with clients, ensuring mutual agreement and adherence to company policies and objectives
- Coordinated project details with clients and internal teams, ensuring smooth project implementation of metal building components including scheduling, delivery, and installation.
- Provided continuous support and assistance to clients during project lifecycle, effectively addressing inquiries, resolving issues, and ensuring customer satisfaction.
- Stayed updated on industry trends, building codes, and regulations related to metal building construction, incorporating this knowledge into sales strategies and proposals.
- Analyzed project specifications, blueprints, and other documentation to accurately assess scope of metal building projects.
- Managed and organized estimates, bid documents, and project-related correspondence.
- Collaborated with other departments within the organization to ensure timely completion of projects.
- Maintained up-to-date records of all project activities including budgets, timelines, invoices, purchase orders.
Education
Associate of Applied Science -
Seark Community College
05-2019
Associate of Science - Surgical Technology
Seark Community College
Pine Bluff, AR05-2019
Associate of Science and General Studies -
Seark Community College
Skills
- Project management
- Data analysis
- Communication
- Organization
- Problem-solving
- Management
- Time Management
- Adaptability
- Decision-Making
- Team Management
- Business Planning
- Administration and Reporting
- Process Improvement
- Budget Administration
- Task Delegation
- Employee Scheduling
- Performance Coaching
- Meeting facilitation
- Schedule Management
- Customer Service
- Staff Management
- Employee Development
- Employee Coaching and Mentoring
- Lead Generation
- Training and Development
- Reliability
- Analytical Skills
- Computer Skills
- Interpersonal Relations
- Documentation And Reporting
- Staff Training
- Attention to Detail
- Positive Attitude
- Team building
- Written Communication
- Goal Setting
- Shift Scheduling
- Performance Tracking and Evaluation
- Continuous Improvement
- Multitasking
- Performance Evaluation
- Customer Relationship Management
- Teamwork and Collaboration
- Performance Evaluations
- MS Office
- Time management abilities
- Problem-solving abilities
Certification
- Project management
- Data analysis
- Communication
- Organization
- Problem-solving
- Management
- Time Management
- Adaptability
- Decision-Making
- Team Management
References
Available upon request
Timeline
Inbound Team Manager/ Account Manager Supervisor
ADT Solar/Sunpro Solar
08.2020 - 03.2024
Member Service Representative
Farm Bureau Insurance
01.2015 - 08.2020
Office Manager/Clinic Manager
Physical Therapy Plus, Inc./Functional Testing Centers
03.2008 - 01.2015
Account Management/Project Estimator
Advantage Steel Buildings
02.2003 - 03.2008
Account Management/Project Estimator
Monarch Metal Buildings
07.1996 - 04.2002
Associate of Applied Science -
Seark Community College
Associate of Science - Surgical Technology
Seark Community College
Associate of Science and General Studies -
Seark Community College
- Project management
- Data analysis
- Communication
- Organization
- Problem-solving
- Management
- Time Management
- Adaptability
- Decision-Making
- Team Management
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