Angela Riddle
Ft. Worth
Summary
Results-oriented Customer Service Manager with 8 years in leadership and process improvement. Led teams to enhance training programs and achieve high customer satisfaction. Spearheaded initiatives that significantly improved operational metrics and customer experience.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Business Analyst
Walmart Corporation
Ft Worth/Remote
02.2023 - 07.2025
- Conducted Gemba Walks and developed process maps for standard operating procedures (SOPs) to enhance efficiency of call center operations across Fraud, Facilities Maintenance, and Pharmacy.
- Collaborated with IT and cross-functional teams to design and implement automated solutions, reducing manual tasks in business processes.
- Implemented process changes using Lean Six Sigma methodologies to drive operational efficiency that resulted in a 23% increase in first call resolution (FCR) and 17% decrease in overall average handle time (AHT).
Customer Resolutions Team Lead
Walmart Corporation
Ft Worth/Remote
10.2021 - 02.2023
- Supervised a team of 10- 15 customer service representatives in a high-volume call center environment.
- Monitored calls for quality assurance purposes, providing best practices and coaching to improve representative performance.
- Continuously identified knowledge and process gaps within the department while working with team managers for solutions, leading to promotion.
Customer Resolutions Specialist II
Walmart Corporation
Ft. Worth/Remote
11.2017 - 03.2021
- Resolved complex escalated customer issues while maintaining professionalism and empathy, contributing to improved customer satisfaction.
- Established rapport with customers and Tier I agents through active listening and personalized interactions, enhancing escalation resolution experience.
- Documented customer interactions using CRM software across all channels (voice, chat, email), ensuring comprehensive records for follow-up.
- Recognized as a top performer within the department based on consistently high levels of customer satisfaction ratings, leading to promotion.
Education
Associate of Arts - Business
Weatherford College
Weatherford, Texas, TXSkills
- Business case validation
- Data analysis
- Process mapping
- Lean Six Sigma
- CRM software
- Customer relationship management
- Quality assurance
- Problem solving
- Stakeholder collaboration
- Performance coaching
- Effective communication
Certification
Six Sigma Green Belt
Timeline
Business Analyst
Walmart Corporation
02.2023 - 07.2025
Customer Resolutions Team Lead
Walmart Corporation
10.2021 - 02.2023
Customer Resolutions Specialist II
Walmart Corporation
11.2017 - 03.2021
Associate of Arts - Business
Weatherford College