Angela Morales
Mount Laurel,NJ
Summary
Motivated individual with a management background. Strong organizational, analytical and communication skills. Leadership abilities to achieve goals.
Overview
11
11
years of professional experience
Work History
Senior Business Analyst
Exelon Corporation
Philadelphia, PA
10.2023 - Current
- Manages projects and serves as primary liaison between client and multiple internal groups to clarify goals and meet standards and deadlines.
- Assists in developing strategies for improving customer service operations efficiency.
- Works closely with clients to ensure their satisfaction with the delivered product or service.
- Delivers timely support by tracking issues and communicating resolutions to end users.
- Active member in the Asian American Resource Group, Eco Resource Group and Developing Young Professionals Resource Group.
Supervisor, Customer Operations Training
South Jersey Industries Inc.
South Jersey Gas And Elizabethtown Gas, Atlantic City And Union NJ
06.2018 - 02.2023
- Managed Quality Analysts, Trainers, Metrics Analyst and Project Specialists in day to day operations in the Customer Experience Department.
- Ensured Quality Analysts completed monitors and conducted one-on-one sessions with representatives.
- Provided analysis of quality assurance results, identified trends, and made recommendations for changes to processes, procedures, technology and training.
- Implemented and facilitated successful training programs to increase employee engagement, retention and productivity.
- Prepared hard copy training materials, module summaries, videos, and presentations.
- Collaborated with internal business partners to create industry-specific course content.
- Developed and managed the Customer Experience Department SharePoint site.
- Created and implemented the Customer Experience Employee Engagement Committee.
- Assisted Elizabethtown Gas ranking number 1 in Customer Satisfaction by J.D. Power for the 6th, 7th, and 8th year.
Fraud Supervisor II
TD Bank
Mount Laurel, NJ
11.2015 - 05.2018
- Managed team of 17 Fraud Specialists.
- Scheduled assignments and ensured 100% completion within designated service level agreement.
- Maintained productivity, quality, compliance and regulatory standards.
- Communicated fraud trends to team and leadership.
- Contributed during internal audits, PRCSA, testing and projects.
Team Manager Centralized Resource Team
TD Bank
Mount Laurel, NJ
02.2013 - 11.2015
- Managed team of 15 Customer Service Team Leads in an escalation queue.
- Maintained productivity, quality, compliance and regulatory standards.
- Assisted Cross Border Customers in Canada with wire transfers and escalations.
- Used problem solving skills through research and analyzing accounts to resolve complex customer issues.
- Contributed during internal audits.
Education
Bachelor of Arts - Communications/Media Studies
East Stroudsburg University
1995
Skills
- Team leadership
- Performance analysis
- Performance evaluations
- Vendor and client relations
- Cross-functional team management
- Proficient in Word, Outlook, PowerPoint, Excel and SharePoint
- TD Contact Center Boot Camp
- Managing Within the Law
- Adjusting Your Sales: Leading in Rough Seas
- Courageously Authentic Leadership
- Developing Resilience and Grit, Emotional Intelligence
- How To Be An Inclusive Leader
- Lead Like an Ally for Leaders
Timeline
Senior Business Analyst
Exelon Corporation
10.2023 - Current
Supervisor, Customer Operations Training
South Jersey Industries Inc.
06.2018 - 02.2023
Fraud Supervisor II
TD Bank
11.2015 - 05.2018
Team Manager Centralized Resource Team
TD Bank
02.2013 - 11.2015
Bachelor of Arts - Communications/Media Studies
East Stroudsburg University
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