Angela Smith
Blacksburg,Virginia
Summary
Highly organized Manager skilled in leading teams, managing daily operations, and boosting customer satisfaction. Achieved success in increasing sales and profits, resolving customer complaints, and overseeing staff. Committed to providing exceptional customer service and operational compliance.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Customer Service Manager
Lease End Servicing
06.2023 - Current
- Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
- Maintained customer files.
- Built and maintained productive relationships with customers.
- De-escalated customer interactions by providing alternative tactics to solving problems and satisfying customer needs.
- Oversaw recruitment, hiring, and onboarding of new employees.
- Provided guidance, training, and support to employees, fostering a collaborative and productive work environment.
- Monitored employee performance, conducted regular feedback sessions, and implemented strategies to enhance team performance and meet organizational goals.
- Ensured compliance with company policies and procedures, while promoting a positive and motivating office culture.
Assistant Manager
Exper-T's
10.2022 - 05.2023
- Managed customer accounts and customer relationships.
- Built partnerships with third-party vendors to expand sales opportunities.
- Established and adjusted selling prices by monitoring costs, competition, and supply and demand.
- Held daily check-ins with team members to set objectives and monitor progress.
- Participated in customer meetings and worked closely with the team to resolve customer satisfaction issues.
- Resolved customer complaints regarding sales and service.
- Updated records related to sales, customer feedback, and inventory.
- Built employee knowledge with training and mentoring.
Instructional Assistant
Montgomery County Public Schools
01.2012 - 08.2019
- Provided classroom support throughout planned instruction and individual lessons.
- Worked one-on-one with special needs students to help them navigate through school challenges.
- Assisted classroom teachers with maintaining students' records and handling assignments
- Organized classroom materials to assist teachers in planning daily activities and instruction
- Tutored students individually and in small groups to reinforce learning concepts
- Created lesson materials, visuals, and digital presentations to supplement lesson plans
- Used behavior modeling and specialized teaching techniques to share and reinforce social skills
- Was in charge of administrative tasks like taking attendance, grading assignments, and
- Keeping track of student records
- Worked under the supervision of lead special education teachers to meet students' social development needs.
Sales Associate/Trainer
Sheetz
11.2008 - 11.2011
- Trained team members to work as cashiers per company policies and procedures.
- Helped customers by answering questions and completing requests,
- Efficiently and accurately process a large number of transactions.
- Handled POS transactions such as checks, cash, credit card purchases, and refunds.
- Food preparation
- Barista Training
Inventory Specialist
Walgreens
07.2003 - 11.2008
- Checked prices and calculated totals for accurate invoice processing
- Performed data entry and ensured the completion of proper paperwork
- Verified contents of inventory loads against shipping papers
- Prepared new and backstock merchandise for transfer to the sales floor by tagging with security markers and pricing information
Shift Leader
Hardee's
07.1999 - 07.2003
- Guided FOH and BOH employees through daily tasks and kept track of their progress throughout the day.
- Maintained a safe working environment by adhering to all safety procedures, policies, and regulations.
- Provided on-the-job training and delegated daily tasks and responsibilities to new employees.
- Recognized and rewarded outstanding work performance to foster a positive and collaborative customer service culture.
- Prepared, calibrated, and monitored production machinery to maintain optimal production levels and consistently meet daily targets.
- Reduced resource and time waste by directly addressing employee or production issues and implementing timely solutions.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Remained calm, collected, and logical in order to identify and implement the best solutions during stressful situations.
- Evaluated employee skills and knowledge on a regular basis, providing on-the-job training and mentoring to those who needed it.
- Checked incoming materials for quality and compliance with established product specifications on a regular basis.
Education
Bachelor of Science - Business
Old Dominion University
Norfolk VA05-2022
Skills
- Management
- Customer Service
- Presentation Skills
- Google Workspace
- Microsoft Office
- Organizational skills
- Critical thinking
- Research
- Verbal and Written Communication
- Time Management
- Managing Multiple Tasks
- Friendly, positive attitude
Certification
- CNP - Certified Notary Public
Timeline
Customer Service Manager
Lease End Servicing
06.2023 - Current
Assistant Manager
Exper-T's
10.2022 - 05.2023
Instructional Assistant
Montgomery County Public Schools
01.2012 - 08.2019
Sales Associate/Trainer
Sheetz
11.2008 - 11.2011
Inventory Specialist
Walgreens
07.2003 - 11.2008
Shift Leader
Hardee's
07.1999 - 07.2003
- CNP - Certified Notary Public
Bachelor of Science - Business
Old Dominion University
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