Angela Middleton

Work History

Corporate Customer Service Manager/ Call Center Director

Capital Waste Services

08.2022 - Current

Ensure compliance at each Capital Waste Service sites in five states
Comply with all applicable requirements of contracts, as well as state and federal regulations; ensure established goals and objectives to support overall project strategies
Provided budget analysis, labor planning, problem resolution and coordination of activities company wide
Establish strategic plans and objectives for business units (call center) to ensure operational and performance goals are achieved
Reviewed management, productivity, and financial reports and studies to ensure objectives are met.
Coached managers and staff alike on KPI and measurable quotients
Oversaw activities of multiple sections/departments through subordinates
Managed external and internal customer relationships to include high ranking state government officials
Capture and maintain resource assignments and utilization across company to proactively assess and align staffing levels
Managed and motivated employees to be productive and engaged in work.
Work with internal leadership to facilitate and define priorities across strategic initiatives aligned to the overarching strategy, including establishing milestones, realistic schedules and securing resources
Ensure comprehensive management of defined initiatives that include monitoring of all agents and supervisors, schedule, resource availability, and organizational alignment; facilitate advancing of projects and effectively managing issues
Acts as company liaison to departments and external stakeholders
Directs all major changes and sets culture for continuous improvement
Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Cross-trained existing employees to maximize team agility and performance.
Maximized performance by monitoring daily activities and mentoring team members.
Onboarded new employees with training and new hire documentation.
Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
Developed and implemented business strategies to achieve business goals and stay competitive.
Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Evaluated employee performance and conveyed constructive feedback to improve skills.
Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Defined clear targets and objectives and communicated to other team members.
Leveraged data and analytics to make informed decisions and drive business improvements.
Performs other duties as may be assigned to me..
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Documented and detailed calls and complaints using call center's CRM database.
Placed outbound customer service or customer satisfaction calls to follow up on issues.
Addressed customer account discrepancies and concerns.
Maintained and managed customer files and databases.
Detailed payment options and explained price, receipt and billing details to customers.
Resolved concerns with products or services to help with retention and drive sales.
Sought out extra training opportunities to enhance customer relationship management abilities.
Generated customer service reports to track customer satisfaction.
Approved and terminated customer contracts upon request.
Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
Processed debit and credit card and electronic check payments.
Educated customers on company systems, form completion, and access to services.
Boosted customer service satisfaction ratings through consistent quality control.
Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
Compiled status and performance reports for team leaders to address company strengths and weaknesses.
Investigated and resolved customer inquiries and complaints quickly.
Exhibited high energy and professionalism when dealing with clients and staff.
Delivered prompt service to prioritize customer needs.

MANAGER

Spectrum Communications Retail Stores

04.2019 - 07.2022

Leading a team of sales professionals, motivating and engaging them to meet and exceed their sales goals and customer care metrics, while delivering a clean, organized and fully operational retail experience for all customers and employees
Ensuring sales teams are retaining customers through positive customer relationship building, diffusing customer escalations, utilizing strong listening skills and probing techniques to overcome objections and save/upgrade customers during their visit to a location
Ensuring the store meets Spectrum brand and merchandising expectations and that a thriving culture of customer care exists in the store locations
Responsible for new product and merchandising launches within the scope of responsibility, the use of plan-0-gram and other merchandising tools
Utilizes strong assessment skills to continually inspect everything from the sales behaviors to the product knowledge of my sales teams partner with leadership on change efforts as needed
Proactively identifies issues, builds action plans and seeks opportunities to grow the business and increase customer satisfaction
Provides subject matter expertise on all store functions, including the Spectrum Store Customer
Experience, Spectrum products, pricing plans, promotions, service features and visual standards, as well as those of competitors
Consistently meets or exceeds operational and expense management standards, including store appearance, inventory and appropriate levels of staffing, while minimizing or eliminating losses to the company at my location
In partnership with my Regional Manager, build employee engagement and a high performing team by recruiting, training and retaining the best talent
Provides coaching, feedback and directions to my teams to empower them to achieve their key performance metrics through multiple forums; one-on-ones, team huddles and department meetings and product knowledge
Creates an environment of continuous learning, role playing and development where employees are able to enhance their skills and maximize their potential and success through coaching, training, and objective performance management, including the progressive discipline process
Maintains strong working relationships with corporate, the operations team and peers, working as a team to build a culture of success
Implements and enforces cash management policies, work order controls and completing timely audits of their Spectrum store
Provides guidance, monitors and manages strict enforcement of all company policies
Managed nightly cash totals
Supervised employees to maintain goals to meet corporate objectives
Responsible for staff scheduling
Trained and mentored all staff
Thrived in a highly challenging customer service environment
Tracked sales performance
Managed and motivated employees to be productive and engaged in work.
Accomplished multiple tasks within established timeframes.
Maintained professional, organized, and safe environment for employees and patrons.
Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Cross-trained existing employees to maximize team agility and performance.
Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
Managed inventory control, cash control, and store opening and closing procedures.
Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
Completed point of sale opening and closing procedures.
Rotated merchandise and displays to feature new products and promotions.
Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
Assisted with hiring, training and mentoring new staff members.
Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
Approved regular payroll submissions for employees.
Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
Reconciled daily sales transactions to balance and log day-to-day revenue.
Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
Supervised guests at front counter, answering questions regarding products.
Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
Developed and implemented successful staff incentive programs to motivate employees.
Trained new employees on proper protocols and customer service standards.
Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Interacted well with customers to build connections and nurture relationships.
Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Supervised creation of exciting merchandise displays to catch attention of store customers.
Managed purchasing, sales, marketing and customer account operations efficiently.
Reported issues to higher management with great detail.
Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Mitigated business risks by working closely with staff members and assessing performance.
Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Reduced operational risks while organizing data to forecast performance trends.

Digital Sales Manager

Spectrum Communications

03.2017 - 04.2019

Oversee all daily sales activities of a team of Sales Representatives
Lead and guide the team in the attainment of revenue goals and performance metrics and Customer Support
Monitor calls and performance statistics
Coach, motivate, lead and supervise an Inbound Digital Sales team of approximately 10-16 agents
Exceed sales performance goals, team productivity adherence percentages, work order integrity maintaining and exceeding minimum required monitoring scores
Reported revenue generation and analysis on a daily basis
Subject matter expert on company products and promotions as well as competitive products and promotions to educate team on maximizing positive sales outcomes
Monitored agents using a call monitoring system as well as side by side live monitoring to ensure agents are maintaining quality calls that provide a good customer experience, agent integrity, and problem solving proficiency
Coached agents by providing feedback from monitoring and data analysis via transformational coaching skills
Ensure representatives are accountable to Spectrum methods, procedures, and policies
Held weekly team meetings to encourage team participation and foster a productive learning environment
Assisted with recruiting, selection, training, development, and appraisal of digital sales representatives
Continually worked with management to improve processes, procedures, and work environment that culminates in a positive revenue stream for customers and representatives
Key Accomplishments:
Built a successful team culture with sales scores over 93.6% continuously for the last nine months
Met all KPI parameters and excelled in individual and team metrics.
Handled customer relations issues, enabling quick resolution, and client satisfaction.
Resolved customer issues quickly to close deals and boost client satisfaction.
Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
Maximized performance by monitoring daily activities and mentoring team members.
Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
Developed and implemented business strategies to achieve business goals and stay competitive.
Planned and budgeted accurately to provide business with resources needed to operate smoothly.
Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Established team priorities, maintained schedules and monitored performance.
Evaluated employee performance and conveyed constructive feedback to improve skills.
Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Defined clear targets and objectives and communicated to other team members.
Established performance goals for employees and provided feedback on methods for reaching those milestones.
Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Set aggressive targets for employees to drive company success and strengthen motivation.
Developed detailed plans based on broad guidance and direction.
Leveraged data and analytics to make informed decisions and drive business improvements.
Launched quality assurance practices for each phase of development
Streamlined and monitored quality programs to alleviate overdue compliance activities.

Sales Manager

Discovery Senior Living

06.2017 - 02.2018

Educated seniors on living options available at this community (Independent Living, Assisted Living and
Memory Care), Detailed the lifestyle programs offered and personalized care services available in order to present a specific plan tailored to the family's needs
Consistently met critical sales success factors as well as sales goals on a monthly basis
Hosted various prospects and professionals at monthly business development events Worked closely with marketing to engage the community in this new development
Consistently met critical sales success factors as well as sales goals on a monthly basis
Established and maintained client relationships
Discovery of the prospect's needs and desires
Identifying and communicating effective solutions to these needs and desires with the community's products and services, and Closing and post-sales activities
Outreach to community leaders, established strategic business partnerships via events and Lunch and learns.
Managed sales promotions and marketing strategies on major social media sites.
Analyzed sales and marketing data for improved strategies.
Directed sales support staff in administrative tasks to help sales reps close deals.
Implemented, executed and strategically expanded business channel partnerships and program initiatives.
Produced strong revenue numbers and continued promotional success with continued coaching of sales and marketing teams.
Performed competitive analyses and adjusted sales and marketing strategies accordingly.
Cultivated and maintained strategic alliances with key partners and vendors.
Outlined marketing strategies and developed collateral in close collaboration with product management personnel.
Directed canvassing plans to facilitate consistent, high-quality appointments for sales representatives.
Spearheaded successful branding initiatives, sales strategies and public relations approaches to underpin and enhance marketing campaign deployment.
Instructed sales staff on cross-selling and up-selling techniques resulting in increased net sales revenue by 70% in sales.
Gave benefit-oriented, polished presentations driving dramatic revenue growth across multiple sales channels.
Created and expanded sales presentations to new and existing customers increasing net sales revenue by 67% in sales.
Built relationships with customers and community to establish long-term business growth.
Achieved sales goals and service targets by cultivating and securing new customer relationships.
Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
Demonstrated products to show potential customers benefits and advantages and encourage purchases.
Organized promotional events and interacted with community to increase sales volume.
Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
Prepared sales presentations for clients showing success and credibility of products.
Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
Resolved problems with high-profile customers to maintain relationships and increase return customer base.
Communicated product quality and market comparisons by creating sales presentations.
Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Collaborated with upper management to implement continuous improvements and exceed team goals.
Managed revenue models, process flows, operations support and customer engagement strategies.
Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
Implemented systems and procedures to increase sales.
Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
Drove sales by developing multi-million dollar contract sales.
Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
Handled customer relations issues, enabling quick resolution, and client satisfaction
Resolved customer issues quickly to close deals and boost client satisfaction
Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures
Maintained relationships with customers and found new ones by identifying needs and offering appropriate services
Coached employees in successful selling methods and encouraged cross-selling to drive revenue
Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets
Maintained ethical and positive working environment to reduce turnover and promote high retention rates
Evaluated performance against goals and implemented appropriate development plans
Utilized metrics to modify low-performing sales and marketing programs and plans to increase effectiveness
Built relationships with customers and community to establish long-term business growth
Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy
Resolved problems with high-profile customers to maintain relationships and increase return customer base
Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers
Developed compelling presentation decks to gain approval for ideas and communicate results
Grew sales and boosted profits, applying proactive management strategies and enhancing sales training
Achieved sales goals and service targets by cultivating and securing new customer relationships
Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues
Prepared sales presentations for clients showing success and credibility of products
Closed lucrative sales deals using strong negotiation and persuasion skills
Established and cultivated solid business relationships with new or existing customers
Exceeded sales quotas and increased profitability through effective sales strategy and business planning
Collaborated with upper management to implement continuous improvements and exceed team goals
Directed sales support staff in administrative tasks to help sales reps close deals
Managed accounts to retain existing relationships and grow share of business
Communicated product quality and market comparisons by creating sales presentations
Met with clients, delivering presentations, and educating on product and service features and offerings
Compiled and analyzed data to determine approaches to improve sales and performance
Organized promotional events and interacted with community to increase sales volume
Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives
Enhanced profitability by developing pipelines utilizing marketing and sales strategies
Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems
Attended industry shows, conventions, and other meetings with primary mission of expanding market opportunities
Implemented systems and procedures to increase sales
Demonstrated products to show potential customers benefits and advantages and encourage purchases
Increased profit margins by effectively controlling budget and overhead and optimizing product turns
Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth
Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits
Facilitated business by implementing practical networking techniques
Increased sales volume and expanded product line to new retailers, warehouse clubs and natural food chains
Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies
Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue

Director of Marketing

Health SC

10.2015 - 06.2017

Developed and implemented comprehensive business and marketing strategies based on overarching objectives
Conducted in-depth market research to facilitate training of sales teams for healthcare marketing, optimizing workflow
Established and developed new Business to Business relationships, developing preferences for healthcare services and ancillary programs for clients
Maintained public profile and brand image for the organization, executing marketing strategies for continuous business development
Collaborated with doctors, volunteer organization and other healthcare organizations, as needed
Provided Lifestyle Change classes as directed by the National Diabetes Lifestyle Change Program
Key Accomplishments:
Updated the existing marketing communications program to ensure continuous relevance and improved visibility
Facilitated the Accredited Diabetes Lifestyle Change Program for the Pee Dee Region of South Carolina
Established a case management program for low income seniors to provide ancillary services to those with chronic and debilitating conditions
Federal Navigator for the Affordable Care Act
Devised marketing plans using digital strategies, print advertising, and word of mouth tactics.
Managed annual marketing budget in excess of $300,000.
Coordinated with creative team to generate dynamic marketing content and communication tools for promotional campaigns.
Organized and executed robust, creative experiential marketing events.
Developed metrics and measured success in order to further penetrate marketplace.
Planned and executed events and marketing programs to increase qualified leads.
Conducted market analysis and research to identify trends and opportunities.
Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
Created innovative strategies to drive customer engagement.
Created content and promotional materials to drive engagement and conversions.
Deployed well-coordinated campaigns, events and public relations strategies to promote brand.
Built strong relationships with industry professionals and influencers.
Oversaw preparation of marketing copy, images, videos, emails, and other collateral.
Continually maintained and improved company's reputation and positive image in markets served.
Devised content strategy to effectively engage target audiences.
Captured new customers by optimizing business strategies and launching products to diversify offerings.
Generated sponsorships with related and partnering entities to enhance marketing objectives.
Led team of marketing professionals, offering mentoring and coaching to build knowledge and skills.
Managed budget allocation and resource utilization to maximize marketing ROI.
Established, initiated and optimized business development strategies based on company targets, product specifications, market data, and budget factors.
Wrote and distributed press releases to increase brand visibility.
Devised marketing plans using digital strategies, print advertising, and word of mouth tactics
Planned and executed events and marketing programs to increase qualified leads
Developed and implemented successful marketing strategies to increase brand visibility and sales performance
Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs
Created innovative strategies to drive customer engagement
Built strong relationships with industry professionals and influencers
Devised content strategy to effectively engage target audiences
Continually maintained and improved company's reputation and positive image in markets served
Coordinated with design and media teams to develop high-quality creative assets
Launched successful digital marketing campaigns that achieved goals for increased website traffic
Led team of marketing professionals, offering mentoring and coaching to build knowledge and skills
Developed creative presentations, trend reports, kitted assets, and product data sheets

General Manager

Capital Spirits

05.2012 - 10.2015

Managed oversight of sales associates and sales activities
Created a marketing plan for geographical areas in South Carolina where stores were located
Made regular sales calls to designated stores to cultivate customer relations and satisfaction with service provided by sales staff
Demonstrated to sales associates consultative sales abilities through successful presentations of products as well as the promotion of new and existing items to expand the company
Exhibited discipline and resourcefulness to meet/exceed assigned monthly quotas and objectives
Researched, organized and presented sales reports/quota attainment results as required
Reviewed point of sale status throughout the day, collected monies owed for products and partnered with Credit Department on a weekly basis to ensure wholesale accounts remained in good standing
Assisted sales associates with inventory management responsibilities (product availability/new product placement and rotation of stock)
Merchandise off-sale/retail accounts and reset shelf space, cold box and built displays to correspond with supplier promotions and incentive programs
Organized and facilitated product tastings for current and potential new products in store in compliance with South Carolina State Law, In accordance with state tasting events as they occurred from time to time, as well as mutually agreed-upon private events
As the General Manager I managed all business aspects of the stores, such as keeping licensing current, menu planning and design for tastings, negotiated food and beverage supplier contacts, taking inventory and reordering supplies, managing budgets and setting goals
Hiring and training of staff to provide excellent service to customers
Created effective schedules and quickly resolved conflicts to ensure the stores were well staffed during peak hours
Worked with diverse personalities, both staff and customers
Planned and took part in all promotional events for stores.
Developed and implemented strategies to increase sales and profitability.
Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
Implemented operational strategies and effectively built customer and employee loyalty.
Developed and maintained relationships with customers and suppliers through account development.
Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
Analyzed market trends and competitor activities to create competitive advantages.
Trained new employees on proper protocols and customer service standards.
Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Interacted well with customers to build connections and nurture relationships.
Assisted in recruiting, hiring and training of team members.
Trained and guided team members to maintain high productivity and performance metrics.
Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Monitored daily cash discrepancies, inventory shrinkage and drive-off.
Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Managed purchasing, sales, marketing and customer account operations efficiently.
Implemented business strategies, increasing revenue and effectively targeting new markets.
Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
Raised property accuracy and accountability by creating new automated tracking method.
Managed budget implementations, employee evaluations, and contract details
Formulated policies and procedures to streamline operations
Introduced new methods, practices, and systems to reduce turnaround time
Analyzed market trends and competitor activities to create competitive advantages
Provided thoughtful guidance to personnel in navigating and resolving snags in productivity
Provided strategic oversight of marketing and promotional campaigns to keep campaigns aligned with overall goals and objectives
Scheduled employees for shifts, taking into account customer traffic and employee strengths
Trained new employees on proper protocols and customer service standards
Interacted well with customers to build connections and nurture relationships
Assisted in recruiting, hiring and training of team members
Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service
Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits
Monitored daily cash discrepancies, inventory shrinkage and drive-off
Managed purchasing, sales, marketing and customer account operations efficiently
Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills

Summary

Overview

Work History

Corporate Customer Service Manager/ Call Center Director

MANAGER

Digital Sales Manager

Sales Manager

Director of Marketing

General Manager

Education

Bachelor of Arts - Education of Individuals in Elementary Special Education Programs

Skills

Additional Information

Timeline

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