Summary
Overview
Work History
Education
Skills
Timeline
Generic

Angela Michelle ReeceAR

Houston

Summary

Dynamic Senior Contact Center Agent at Maximus with expertise in call center operations and staff training. Proven track record in enhancing customer communication and resolving conflicts effectively. Skilled in medical terminology and performance monitoring, driving team success through coaching and feedback. Committed to delivering exceptional service and achieving organizational goals.

Overview

22
22
years of professional experience

Work History

Senior Contact Center Agent

Maximus
Houston
07.2023 - Current
  • Completing follow up assignments (DOC and VBMS).
  • Placing outbound calls to make initial contact with veterans.
  • Updating veteran and provider contact information; confirming, rescheduling, and cancelling appointments; providing directions to appointment locations; and answering general inquiries about VES and the C&P process.
  • Appropriately document interactions with veterans to ensure accuracy of files.
  • Communicating effectively with other departments to resolve issues and manage escalated calls.
  • Provides oversight/feedback for CCAs and assists Team Lead in training, auditing interdepartmental correspondence and OMS activity.
  • Performs additional duties as directed by superiors.
  • Training new Call Center Agents

Contact Center Agent

Maximus
Houston
02.2022 - Current
  • Assist Veterans with scheduling exams for compensation and pension claims, I assist with rescheduling request., relocation request when the Veteran is not available geographically.
  • Provide details regarding medical conditions by using medical terminology all while ensuring I am in compliance with HIPPA regulations.
  • Answered calls, left voicemails, and scheduled follow-up calls to drive assignment goals.
  • Learned company policies, rules and performance requirements to achieve successful calling metrics.
  • Use OMS database system to record notes and call information.

Team Leader/Supervisor

JPMorgan Chase
Houston
05.2006 - 06.2021
  • I supervised a team of 15-20 team members, I ensured my team members were aware of daily and monthly objectives, I coached employees bi-weekly to help them reach set goals efficiently.
  • I was responsible for making sure the team stayed motivated by staying engaged with them, by developing relationships we each member.
  • I held team meetings bimonthly to ensure that we were aligned as a team and that goal were being met.
  • I handled payroll, performance reviews and all administrative task.
  • Delegated tasks to team members according to project requirements and employee strengths.
  • Developed and utilized team-building exercises to promote workplace synergy and productivity.

Customer Service Representative

Citigroup
Houston
03.2003 - 05.2005
  • Responded to telephone inquiries and complaints following standard operating procedures.
  • Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
  • Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.

Education

High school or equivalent -

HCC Community College
Texas
06.2001

BBA - Business Administration And Management

Ashford University
San Diego, CA

Skills

  • Microsoft Word
  • Microsoft Outlook
  • Call Center Operations
  • Customer communication
  • Problem-solving skills
  • Staff training
  • Excellent verbal communication skills
  • Performance monitoring
  • Providing feedback
  • Medical terminology
  • Employee training
  • Conflict resolution
  • Performance coaching

Timeline

Senior Contact Center Agent

Maximus
07.2023 - Current

Contact Center Agent

Maximus
02.2022 - Current

Team Leader/Supervisor

JPMorgan Chase
05.2006 - 06.2021

Customer Service Representative

Citigroup
03.2003 - 05.2005

High school or equivalent -

HCC Community College

BBA - Business Administration And Management

Ashford University

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