Summary
Overview
Work History
Education
Skills
Timeline
Generic

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
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
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, WA
06.1997

High School Diploma -

Joel E. Ferris
Spokane, WA
06.1996

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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Angela Sawyer