Angela Scott
Grosse Pointe Park,MI
Summary
Experienced Customer Support Leader with over five years of experience in building and leading high-performing teams to deliver exceptional support experiences. Proven track record in fostering positive team cultures, driving accountability, and innovating support processes to ensure both internal efficiency and customer satisfaction. Adept at analyzing performance data and collaborating with cross-functional teams to drive improvements and meet KPIs.
Overview
27
27
years of professional experience
Work History
Senior, Customer Support Manager
Radicle Health
10.2019 - Current
- Leadership & Team Development: Led a team of four customer support specialists, achieving an eNPS score of 90+ through effective relationship-building, fostering a collaborative and accountable team environment
- Process Optimization: Implemented new support procedures and workflows, improving both internal processes and customer satisfaction scores
- Managed the configuration and ongoing maintenance of Zendesk ticketing system
- Customer Experience Focus: Proactively analyzed support KPIs and customer feedback to identify trends and recommend improvements, resulting in a 95% average customer satisfaction
- Escalation Management & Support: Acted as a point of escalation for Tier II tickets, coaching team members on best practices for handling complex or sensitive issues
- Collaboration & Cross-Functional Work: Collaborated with Customer Experience, Product & Engineering teams to share insights and improve customer-facing products based on support trends
- Accountability & Performance Monitoring: Set and tracked team performance targets (KPIs), providing regular feedback and ensuring the team consistently met/exceeded goals
- Improved support response time by 25%
- Reduced escalations by 40% by optimizing internal training programs
QA Specialist
Foothold Technology/Radicle Health
11.2015 - 10.2019
- Proficient in troubleshooting, process optimization, and creating clear documentation to enhance customer understanding
- Strong communicator, adept at balancing productivity and quality in a fast-paced environment
- Above-and-Beyond Support: Consistently maintained a customer satisfaction (cSAT) score of >90% by providing clear, detailed, and professional responses to customer inquiries
- Ensured messages were concise, grammatically correct, and easy to understand, helping users navigate EHR software confidently
- Manual Testing & Troubleshooting: Provided support for the QA team by assisting in manual testing and identifying potential issues, ensuring product quality and functionality
- External Communications: Assisted in creating detailed announcements and messages for external clients, ensuring clarity and timeliness in communications about emergency downtime or updates
Senior Risk Management Technician
City of Warren
07.1998 - 11.2015
- Detail-oriented and organized professional with experience assisting in the administration of employee benefits programs, handling workers' compensation, and processing insurance claims
- Adept at preparing insurance reports, tracking claims payments, and ensuring compliance with Federal and State regulations
- Proven ability to manage sensitive information, investigate claims, and assist employees with insurance-related matters in a timely and efficient manner
- Claims Administration: Process workers' compensation and unemployment claims from initial filing to resolution, ensuring timely processing and proper documentation of each case
- Insurance Claim Tracking: Investigate and track insurance claims, ensuring accurate record-keeping and monitoring payments, resolving any discrepancies, and ensuring compliance with insurance policies
- Reporting & Documentation: Prepare and maintain insurance-related reports, including Federal, State, and carrier insurance surveys, ensuring accuracy and on-time submission
- MIOSHA Compliance: Assist in preparing and processing MIOSHA reports in line with regulatory standards and company policies
- Employee Assistance: Provide assistance to employees with matters related to insurance, including benefits inquiries, claim status updates, and navigating claims processes
Education
Associates of General Studies -
Macomb Community College
05.1998
Skills
- Team Leadership & Development
- ENPS & Employee Engagement
- Performance Management & Accountability
- Support Process Improvement
- Customer Satisfaction & Retention
- KPIs & Metrics Monitoring
- Cross-Functional Collaboration
- Escalation Management
- Coaching & Feedback
- Effective Communication
Additional Information
- Proficient in Zendesk, Microsoft Office Suite (Excel, Word, PowerPoint), GSuite
- Strong problem-solving and critical thinking skills
Timeline
Senior, Customer Support Manager
Radicle Health
10.2019 - Current
QA Specialist
Foothold Technology/Radicle Health
11.2015 - 10.2019
Senior Risk Management Technician
City of Warren
07.1998 - 11.2015
Associates of General Studies -
Macomb Community College
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