Angela Smith
Duluth,MN
Summary
I have well rounded concrete leadership skills gained through my experience as a team lead for Meijer and BTM, and from my past experience while assisting with training. I have strong communication skills, and feel confident communicating verbally and through writing. I am able to follow processes and procedures and provide coaching to agents. I am flexible and adapt well to change. I am able to work well with people of all personality types, and who are in different levels of the work place hierarchy. I am able to work well both independently and in a group setting. I am always willing to take on new duties and help wherever needed. I maintain good attendance, and can be depended on. I enjoy solving problems and feel confident in making independent decisions when needed as issues arise. I am excited to continue my growth journey with the company, and feel extremely ready to move in to a supervisory role if offered the opportunity. I have greater than four years of team lead and call center operations experience with the company, and greater than one year of technical and help desk related experience with my role in BTM.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Team Lead
AW Companies, Inc.
Edina, MN
09.2020 - Current
- Mentored and coached agents
- Met with agents regularly
- Completed Quality Assurance Evaluations
- Performed WFM, LO, NHC, 4A Chat, QW duties
- Assisted with OJT for agents, new team leads and support personnel as needed
- Mentored an agent during the TL portion of the Mentorship program
- Met with my supervisor and our QA partner regularly regarding agent's performance in order to support our agents
- Met with my supervisors regularly in order to best support and coach our agents
- Provided coverage for other team leads and support personnel as needed
- Fostered team spirit
- Performed ticket review
- Handled sending coaching notes to agents
- Regularly assisted agents with their questions and concerns
- Sent and completed reports as needed
- Monitored agents calls, cases, CSATs, and emails regularly
Customer Service Representative
AW Companies, Inc.
Edina, MN
03.2016 - 08.2020
- Customer support taking inbound calls, along with making outbound calls as needed. I was fully trained on all call queues.
- Customer support through email correspondence.
- Social Support where I assisted Meijer customer's who corresponded with us via Facebook, Twitter, Instagram, Google Reviews, and Apple Reviews.
- I assisted with email OJT for new agents.
- I assisted new agents in the NHC.
- I was a member of the former All-Calls incentive committee where I first performed as the committee secretary, and then the committee facilitator.
Customer Service Representative, Tier 1.5 Agent
Customer Elation
Foley, MN
09.2014 - 02.2016
- Support Specialist and E-Commerce agent. I worked for 3 different clients that Customer Elation supported.
- As a tier 1.5 agent, I handled escalated issues and also assisted lower tier co-workers with client specific information and appropriate procedures and practices.
Education
English Major, 2009-2012. I Plan To Complete My Degree in Future.
Saint Cloud State University
Saint Cloud, MNSkills
- Leadership
- Data Entry
- Microsoft Office
- Time management
- Multi-tasking
- Able to work well with differing personalities
- Coaching and Mentorship
- Customer Service
Certification
- Certification in the 7 Habits of Highly Effective People, St. Cloud Technical College, St Cloud MN, October 2009
- HIPAA Certified, Customer Elation, 2014-2016
Timeline
Team Lead
AW Companies, Inc.
09.2020 - Current
Customer Service Representative
AW Companies, Inc.
03.2016 - 08.2020
Customer Service Representative, Tier 1.5 Agent
Customer Elation
09.2014 - 02.2016
English Major, 2009-2012. I Plan To Complete My Degree in Future.
Saint Cloud State University
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