Angela Ovando
Pomona,CA
Summary
Professional with experience in customer service leadership, prepared for this role. Skilled in team collaboration, conflict resolution, and driving performance improvement. Strong focus on achieving results and adapting to changing needs. Known for reliability, communication skills, and fostering positive team environment.
Overview
16
16
years of professional experience
Work History
Customer Service Manager
AMPM Arco
09.2014 - 12.2020
- Provided exceptional customer service to ensure customer satisfaction.
- Monitored staff performance to ensure adherence to customer service standards.
- Developed policies and procedures related to customer service operations.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Assistant Director
Palladium Technical Academy
01.2008 - 10.2013
- Developed and managed a team of 10 employees to ensure efficient operations of the organization.
- Coordinated financial activities, budgeting and forecasting for assigned departments.
- Monitored staff performance, provided feedback and conducted annual reviews.
- Led weekly meetings with department heads to review progress towards project milestones.
- Managed daily workflow of personnel by assigning tasks, tracking progress and providing assistance when needed.
- Supervised recruitment process including interviewing candidates, making hiring decisions and onboarding new hires.
- Oversaw employee relations issues such as grievances, disciplinary actions and terminations.
- Participated in networking events to promote organizational interests.
- Developed and maintained relationships with external partners and vendors.
- Recruited and trained new employees to meet job requirements.
Administrative Assistant
Intercoastcollege
01.2005 - 12.2007
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Assisted with the planning of special events by arranging catering services, securing venues and ordering promotional materials.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Coordinated mailings including sorting mail, preparing packages for shipping via courier service or postal service.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
Education
Certificate - Paralegal Studies
Intercoast Colleges
West Covina, CA03-2006
Skills
- Sales Promotion
- Report Preparation
- Quality Assurance
- Call Monitoring
- Account Management
- Workflow Management
- Cash Handling
- Schedule Management
- MS Office
- Persuasive
- Team Building and Leadership
- Excellent time management skills
- Customer Relations
- Problem-solving
Languages
Spanish
Professional
Education and Training
other
Timeline
Customer Service Manager
AMPM Arco
09.2014 - 12.2020
Assistant Director
Palladium Technical Academy
01.2008 - 10.2013
Administrative Assistant
Intercoastcollege
01.2005 - 12.2007
Certificate - Paralegal Studies
Intercoast Colleges
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