Angela Ross
Memphis,TN
Summary
Diligent customer service professional with solid history in managing customer service operations. Effectively coordinated teams to enhance service quality and client satisfaction. Demonstrated excellence in problem-solving and communication skills.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior Customer Service Coordinator
Capital One
02.2021 - 06.2025
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Managed high-volume inbound calls, ensuring prompt assistance and top-notch service.
- Coordinated with management to address staffing needs during peak periods or special events, ensuring adequate coverage for all shifts.
- Contributed to the development of departmental policies and procedures aimed at improving service quality standards.
- Implemented new strategies for handling escalated customer issues, reducing resolution time significantly.
Mobile Notary Signing Agent
Vision Mobile Notary
03.2020 - 05.2021
- Managed appointment scheduling, resulting in timely service for clients and optimal use of work hours.
- Assisted clients in understanding legal terms within their documents while maintaining impartiality as a notary public.
- Collaborated with title companies, attorneys, lenders, real estate agents, providing seamless coordination during closings transactions.
- Developed comprehensive record-keeping systems that ensured easy retrieval of past notarizations when needed.
- Expanded clientele by effectively marketing mobile notary services to local businesses and community members.
Control Room Operator
Allied Universal
01.2020 - 04.2021
- Managed crisis situations calmly under pressure, collaborating with team members to resolve problems quickly while minimizing potential impacts on operations.
- Performed emergency operations to shut down faulty equipment, maintain electric service and safeguard station machinery.
- Ensured smooth transitions between shifts by maintaining clear communication lines with colleagues and providing comprehensive briefings on relevant issues.
- Demonstrated adaptability during periods of change, embracing new technologies or methodologies to improve overall control room functionality.
- Reduced response times for emergencies by closely monitoring alerts and coordinating swift action among team members.
Street View Manager
Google
01.2019 - 11.2020
- Research public streets, and commercial areas.
- Ability to communicate and clearly write legible emails.
- Accomplished multiple tasks within established timeframes.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
Supervisor/Manager
Rossi Designs
05.2010 - 01.2019
- Established strong relationships with key stakeholders, ensuring a collaborative approach to achieving business objectives.
- Drove sales growth by identifying new opportunities and developing targeted strategies for market penetration.
- Conducted regular performance reviews for direct reports, providing valuable feedback that encouraged personal development.
- Engaged in urgent or escalated issues with customers or co-workers to provide appropriate direction and resolution.
- Built collaborative relationships with key company leaders to solve challenges and elevate service based on customer feedback.
Field Sales Manager
Sterling Health Insurance
03.2008 - 03.2010
- Monitor performance through a field-automated management reporting system and call auditing.
- Increased territory sales by developing and implementing effective sales strategies.
- Expanded market share with targeted marketing campaigns and strategic product placements.
- Accompanied sales representatives on site visits to resolve issues and foster and build relationships.
- Ensured compliance with all corporate policies and regulations related to sales practices, maintaining ethical standards throughout the organization.
Insurance Sales Manager
Windsor Health Insurance
09.2006 - 02.2008
- Engaged in cross-selling and upselling sales practices to strengthen clients' insurance portfolios and increase the agency's aggregate sales figures.
- Guided agents through life, health, property and casualty insurance licensing and renewal processes.
- Conducted agency sales meetings to communicate agency developments and discuss agents' sales figures and emerging opportunities.
- Prospected for new business by obtaining client referrals, making cold calls and engaging in business-building strategies.
- Adhered to legal requirements and agency and industry regulations in selling and servicing insurance policies.
Education
Bachelor of Arts - Fine Arts
University of Memphis
Memphis, TN04.2009
High School Diploma -
Hamilton High School
Memphis, TN06-1985
Skills
- Workflow efficiency improvement
- Customer service expertise
- Complaint handling
- Sales support
- Client retention strategies
- CRM software expertise
- Escalation management
- Strong leadership
- Cross-functional coordination
- Decision-making capacity
- Reporting and documentation
- Customer support
- Documentation review
- Staff training
- Complaint resolution
- Payment processing
- De-escalation techniques
- Call control
- Quality assurance
- Credit card processing
- Order fulfillment
- Conflict management
- Account management
- Live chat support
- Service recommendations
- Database management
- Cross-functional collaboration
- Database research
- Database maintenance
- SOP writing
- Process optimization
- CRM software
- Procedure writing
- Warranty claims
- Floor supervision
- Policy improvement
- Call auditing
- Email management
- Membership renewals
- Representative training
- Returns and exchanges
- Team monitoring
- Teamwork and collaboration
Accomplishments
- Successfully recruited and trained multiple new customer service representatives.
- Drove record-high sales that elevated the store's ranking in the company from #25 to #7.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 40 staff members.
- Resolved product issue through consumer testing.
Certification
- Life & Health Insurance License
- Certified Notary Public
- Guard Card
Languages
English
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Customer Service Coordinator
Capital One
02.2021 - 06.2025
Mobile Notary Signing Agent
Vision Mobile Notary
03.2020 - 05.2021
Control Room Operator
Allied Universal
01.2020 - 04.2021
Street View Manager
Google
01.2019 - 11.2020
Supervisor/Manager
Rossi Designs
05.2010 - 01.2019
Field Sales Manager
Sterling Health Insurance
03.2008 - 03.2010
Insurance Sales Manager
Windsor Health Insurance
09.2006 - 02.2008
Bachelor of Arts - Fine Arts
University of Memphis
High School Diploma -
Hamilton High School