Angela Smith
Greenville,US
Summary
Experienced with customer relationship management, ensuring seamless and positive interactions. Utilizes leadership skills to foster productive team environment and achieve service excellence. Knowledge of advanced problem-solving techniques and customer satisfaction strategies.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Commissions Inquiry Specialist
Intelisys
02.2024 - Current
- Worked with Suppliers and assigned Partners to ensure timely payment of commissions through research.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
- Developed training materials to enhance staff proficiency and productivity.
- Facilitated workshops for professional development of junior staff members.
- Evaluated customer needs and feedback to drive product and service improvements.
Customer Service Call Center Supervisor
Verizon Wireless
08.2020 - 08.2023
- Set performance goals for team members and helped teams meet important deadlines and performance objectives
- Delegated tasks to team members according to individual strengths
- Initiated creative solutions to resolve customer concerns and billing issues
- Collaborated with the training and operations departments within the organization in order to enhance services provided by the department
- Assessed staff performance on a regular basis, providing feedback and coaching as necessary to improve results
- Conducted disciplinary action when needed in accordance with company policy
- Developed and implemented performance objectives for team members monthly to ensure organizational goals were being met
- Worked closely with upper management to develop strategies for improving operational efficiency within the department
- Coordinated special events such as customer appreciation days or employee recognition ceremonies
- Managed escalations effectively, resolving complex issues quickly while maintaining high levels of professionalism and empathy towards customers.
- Provided ongoing feedback to team members, leading to improved communication skills and conflict resolution abilities.
- Collaborated with other departments to develop cross-functional initiatives that enhanced the overall customer experience.
- Enhanced knowledge sharing among team members through weekly meetings that included collaborative problem-solving exercises.
- Coached and mentored agents for increased performance, resulting in higher customer service ratings.
- Championed a customer-centric approach within the call center, fostering a culture that prioritized empathetic communication and efficient problem resolution.
- Analyzed call center metrics to identify areas of improvement and implemented targeted action plans for each issue.
- Fostered strong relationships with stakeholders across various departments, ensuring alignment of goals and seamless collaboration on cross-functional projects.
Consultant - HR
Verizon Wireless
10.2018 - 08.2020
- Advised managers on best practices regarding recruitment procedures, interviewing techniques, performance management methods
- Created job descriptions and reviewed resumes of potential candidates for open positions within the organization
- Monitored compliance with applicable employment laws including antidiscrimination policies as well as health and safety regulations
- Assisted with employee relations issues such as grievances or complaints according to applicable laws and regulations
- Provided guidance on policy interpretation and enforcement, as well as disciplinary actions when necessary
- Coordinated internal investigations into workplace harassment allegations or any other matters related to employee misconduct
- Collaborated with management teams on evaluating organizational structures for efficiency and effectiveness improvements
- Implemented changes designed to increase retention rates by creating a positive work environment through recognition programs
- Provided advice on how best to address difficult personnel issues such as dismissals or redundancies in a timely manner
- Prepared reports detailing HR metrics such as headcounts by department and location or diversity ratios within the company
- Developed and implemented strategies to improve employee morale and engagement, resulting in increased productivity
- Facilitated workshops on topics like conflict resolution, communication skills development, team building exercises
- Organized yearly compensation reviews for employees in line with market standards and organizational goals
- Collaborated with legal counsels to address any potential litigation matters related to employment law
- Managed onboarding processes for new hires to ensure successful integration into the organization
- Created performance appraisal systems that measure individual progress against established goals
- Facilitated dispute resolution between managers and employees through effective communication techniques
- Performed exit interviews for departing personnel to identify areas of improvement in the workplace
Customer Service Call Center Supervisor
Verizon Wireless
03.2015 - 10.2018
- Set performance goals for staff members and helped teams meet important deadlines
- Organized workflow tasks to prevent downtime and production gaps
- Delegated tasks to team members according to individual strengths
- Assessed staff performance on a regular basis, providing feedback and coaching as necessary to improve results
- Developed effective communication channels between departments within the organization
- Supervised and coordinated activities of staff to ensure compliance with established policies, procedures, and standards
- Initiated creative solutions to resolve customer complaints and issues
- Coordinated special events such as customer appreciation days or employee recognition ceremonies
- Resolved customer complaints in a timely manner while ensuring customer satisfaction
- Notified employees of policy and procedure changes to promote overall compliance
- Worked closely with upper management to develop strategies for improving operational efficiency within the department
- Communicated employee, customer and workplace needs to managers
Lead Supervisor
Verizon Wireless
01.2014 - 03.2015
- Assessed customer needs and created strategies to maximize customer satisfaction levels
- Created detailed work plans outlining tasks necessary for successful completion of projects
- Monitored personnel attendance records, ensuring compliance with company policy
- Conducted regular performance appraisals, providing feedback to improve employee skills and productivity
- Maintained accurate records of daily operations and employee progress
- Developed and implemented policies and procedures to ensure effective management of staff and resources
- Collaborated with other departments to coordinate activities related to projects or initiatives
- Provided leadership, direction, and training for staff members in order to optimize workflow processes
- Recruited new employees by conducting interviews and selecting qualified candidates
- Resolved customer complaints and inquiries promptly and professionally
Technical Support Supervisor
Verizon Wireless
02.2008 - 01.2014
- Maintained up-to-date knowledge of current industry trends and technological advancements
- Analyzed customer feedback data to implement process improvements that increased customer satisfaction scores
- Ensured system availability through regular maintenance activities such as patching, upgrades
- Developed strategies for resolving escalated customer complaints in a timely manner
- Assisted customers with product installation, configuration, troubleshooting, and usage questions via phone or email correspondence
- Created and maintained detailed documentation of all technical support processes, systems, and user requests
- Collaborated with other departments to coordinate cross-functional projects related to technical support initiatives
- Developed and implemented technical support policies and procedures that improved customer service levels
- Utilized problem-solving skills to identify and resolve complex technical issues quickly
- Performed root cause analysis for recurring incidents to prevent future occurrences
- Coached team members on communication techniques when handling difficult customer inquiries
- Identified areas of improvement in existing processes or procedures related to technical support operations
- Provided training to new team members on technical support best practices
Quality Supervisor
Verizon Wireless
02.2005 - 02.2008
- Ensured that customer complaints were addressed in a timely manner by providing technical support as needed
- Provided guidance on process control methods, statistical process control techniques, measurement systems analysis principles and other quality engineering tools
- Collaborated with cross-functional teams to develop innovative solutions that meet customer needs while maintaining cost effectiveness
- Led investigations into reported incidents or failures; conducted root cause analyses; implemented corrective actions; verified effectiveness of corrective actions taken
- Evaluated test results for accuracy, completeness and conformance with established requirements
- Created training materials for personnel on the importance of quality assurance processes and procedures
- Performed root cause analysis of non-conforming products and identified corrective actions
- Maintained an up-to-date knowledge base regarding industry best practices, regulations and standards related to Quality Assurance
- Developed and maintained effective working relationships with internal and external stakeholders to ensure compliance with all applicable regulatory requirements
- Monitored product performance trends through data analysis to identify potential areas for improvement
Customer Service Supervisor
Verizon Wireless
04.2001 - 02.2005
- Strengthened and improved team KPIs with positive interaction and team-building exercises
- Analyzed customer feedback to identify areas of improvement and implemented necessary changes
- Trained customer service representatives on customer service standards, policies, and procedures
- Resolved escalated customer issues with patience and understanding
- Analyzed customer data from surveys and feedback forms to identify areas where improvements can be made
- Increased accuracy and efficiency of customer service department by recommending vital changes
- Instructed and guided representatives during weekly coaching sessions to mentor and provide resources to reach company goals
- Implemented best practices for handling difficult conversations with customers while maintaining professionalism
- Conducted regular one-on-one meetings with team members to review progress and provide constructive feedback
- Generated weekly reports summarizing key performance indicators such as average call length or resolution time
- Prepared and presented monthly customer service performance reports to management
- Created reports analyzing customer satisfaction levels, trends in customer inquiries, and effectiveness of support teams
Customer Service Representative
Bell Atlantic/Verizon
04.1996 - 04.2001
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Responded to telephone inquiries and complaints following standard operating procedures
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
- Provided account information to customers and explained bill service policies and customer rights
- Developed positive relationships with customers through friendly interactions
- Resolved customer complaints promptly and efficiently
- Implemented innovative methods for streamlining the customer service process
- Assisted customers with product selection by providing detailed information about available products and services
- Developed strong customer relationships and loyalty through effective communication
- Displayed strong organizational skills while managing multiple projects simultaneously
- Maintained a high level of professionalism when dealing with difficult customers
Education
MASTER OF ARTS (M.A.) - HUMAN RESOURCES MANAGEMENT
Webster University
St. Louis, MO08.2002
BACHELOR OF ARTS (B.A.) - COMMUNICATION
Francis Marion University
Florence, SC12.1995
Skills
- Call Center Strategy
- KPI Tracking
- Retention Strategies
- Strategic Decision-Making
- Customer Loyalty
- Escalation Handling
- Workforce Planning
- Team Training
- Process Improvement
- Problem-Solving
- Multitasking and Organization
- Adaptability and Flexibility
Certification
Lean Six Sigma Green Belt
References
References available upon request
Timeline
Commissions Inquiry Specialist
Intelisys
02.2024 - Current
Customer Service Call Center Supervisor
Verizon Wireless
08.2020 - 08.2023
Consultant - HR
Verizon Wireless
10.2018 - 08.2020
Customer Service Call Center Supervisor
Verizon Wireless
03.2015 - 10.2018
Lead Supervisor
Verizon Wireless
01.2014 - 03.2015
Technical Support Supervisor
Verizon Wireless
02.2008 - 01.2014
Quality Supervisor
Verizon Wireless
02.2005 - 02.2008
Customer Service Supervisor
Verizon Wireless
04.2001 - 02.2005
Customer Service Representative
Bell Atlantic/Verizon
04.1996 - 04.2001
BACHELOR OF ARTS (B.A.) - COMMUNICATION
Francis Marion University
MASTER OF ARTS (M.A.) - HUMAN RESOURCES MANAGEMENT
Webster University
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