Angela Sawyer
Wilbur,WA
Summary
Adaptable Customer Care Expert with solid experience in training, supervision, conflict resolution and troubleshooting. Focused on meeting customer expectations and achieving company goals, as well as, delivering results and exceeding expectations.
Overview
15
15
years of professional experience
Work History
Supervisor
Merchant E-Solutions
Spokane, WA
11.2014 - 08.2017
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues and suggested adjustments to policies to meet changing needs.
- Maintained compliance with company policies, objectives and communication goals.
- Evaluated employee performance and coached and trained to improve weak areas.
- Trained existing employees on new procedures.
Training Manager & Supervisor
Sykes - Sprint & Virgin Mobile
Spokane, WA
05.2000 - 07.2012
- Conducted orientation sessions and organized on-the-job training for new hires.
- Trained new hires to perform cross-training exercises with experienced workers.
- Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success.
- Organized and edited training manuals, multimedia visual aids and other educational materials.
- Communicated all learning and performance objectives, schedules and training assessments to upper management.
- Led daily, weekly and monthly coaching, counseling and feedback sessions.
- Managed 15 to 50 employees in training environment.
- Coordinated technical training and personal development classes for staff members
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness
Education
Cosmetology - Cosmetology
The Skills Center
Spokane, WA06.1997
High School Diploma -
Joel E. Ferris
Spokane, WA06.1996
Skills
- Superior Troubleshooting Skills
- Excellent Complaint & Escalation Resolution
- Detail Oriented & Organized
- Outstanding Leadership Skills
- Build Training Manuals and Processes
- Experience in PCI (Payment Card Industry)
- Perform to Key Performance Indicators (KPIs)
Timeline
Supervisor
Merchant E-Solutions
11.2014 - 08.2017
Training Manager & Supervisor
Sykes - Sprint & Virgin Mobile
05.2000 - 07.2012
Cosmetology - Cosmetology
The Skills Center
High School Diploma -
Joel E. Ferris
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