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Angela Robinson
Customer Support
Valdese,NC
Work Preference
Summary
Remote customer support professional with a solid background in high-volume call and chat support. Expertise in resolving complex inquiries, enhancing customer satisfaction, and effectively navigating multiple systems to ensure accurate account management and retention.
Overview
8
8
years of professional experience
Work History
Customer Support Representative
Career Transition & Temporary Customer Service Assignments
09.2025 - Current
- Focused on securing a stable long-term remote customer support role while completing temporary customer service work during this transition.
- Continued applying strengths in customer support, account resolution, documentation, de-escalation, accurate status communication, and multi-system navigation.
- Maintained focus on remote call center readiness, professional communication, order/status inquiry support, follow-through, and service-based problem solving.
Remote Call Center Insurance Representative
ACG / AAA
02.2020 - 09.2025
- Handle high-volume inbound phone and chat inquiries while delivering professional remote customer support for account questions, billing needs, service updates, documents, status requests, and customer concerns.
- Research customer concerns, explain account or policy details clearly, update records, process payments, and document interactions accurately across multiple systems.
- Provide accurate status communication, next steps, and follow-up guidance for customers needing service updates, document requests, payment support, or account changes.
- De-escalate complex customer situations involving billing rules, service changes, verification questions, cancellation concerns, and procedure-related issues using empathy and clear communication.
- Support customer retention by identifying concerns, explaining available options, and helping customers understand next steps before cancellation or service disruption.
- Navigate multiple platforms including Guidewire, Genesys Cloud, Salesforce-related systems, Teams, and CRM tools while maintaining accuracy during fast-paced call volume.
- Selected for special assignment work supporting call monitoring, coaching documentation, de-escalation best practices, and follow-up logs for production support.
Member Insurance Service Agent
AAA
08.2018 - 02.2020
- Supported customers and agents with quote proposals, policy binding, account amendments, and payment handling, ensuring timely service and accurate documentation.
- Managed administrative and customer service tasks including email correspondence, document processing, cash payments, and follow-up, contributing to efficient office operations.
- Balanced customer needs and agent requests with account details and service documentation, ensuring accuracy and professionalism in all interactions.
Education
Associate Degree - Business Management, Human Resources, Public Speaking, and Communications
Mott Community College
Flint, MI01-2016
Skills
- Call center support
- Case resolution
- Order tracking support
- Billing and account updates
- De-escalation strategies
- Salesforce CRM proficiency
- Genesys Cloud experience
- Guidewire knowledge
- CRM oversight
- Multi-system navigation
- Remote collaboration tools
- Microsoft Teams usage
- Office Suite proficiency
- Documentation systems
- Agent Connect familiarity
- Link navigation skills
- Team collaboration
Accomplishments
- Recognized by AAA CEO Joe Richardson for special project retention efforts.
- Recognized and awarded honor to The National Society of Leadership and Success.
Timeline
Customer Support Representative
Career Transition & Temporary Customer Service Assignments
09.2025 - Current
Remote Call Center Insurance Representative
ACG / AAA
02.2020 - 09.2025
Member Insurance Service Agent
AAA
08.2018 - 02.2020
Associate Degree - Business Management, Human Resources, Public Speaking, and Communications
Mott Community College
Insurance Licenses
- Property & Casualty License, 07/03/18
- Life License, 04/02/17
- Accident & Health Insurance License, 03/02/16