ANGELA SUTTON
MOUNT HOLLY,NC
Summary
Result-driven, focused professional with a proven track record of meeting and exceeding client relationships. Ability and desire to learn technical details of the product line, flexible to changing requirements. Ability to multi-task, or providing a professional positive attitude, team player, self-motivated and self-driven. Committed to delivering exceptional customer service and exceeding goals.
Overview
26
26
years of professional experience
1
1
Certification
Work History
INTERNAL SALES III
NORD GEAR CORP
08.2017 - Current
- Senior member of the Customer Experience Team in terms of complexity of task, job knowledge or ability to effectively train/mentor other Customer Experience Team Members
- Assisted with creating scripts and responses for consumer interaction.
- Enhanced client satisfaction by providing exceptional customer service and addressing inquiries promptly.
- Added consumer purchase dates and updated address changes for current accounts in corporate database.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
TRAINING SPECIALIST
NORD GEAR CORP
03.2012 - 08.2017
- Identifying training needs by evaluating strengths and weaknesses
- Coached employees on various topics including conflict resolution, goal setting, and career planning to foster individual growth within the company.
- Developed training handbooks, computer tutorials and reference materials.
- Evaluated training effectiveness using feedback surveys and assessments, making continuous improvements as needed.
- Assessed additional needs based on training progress and collaborated with management to meet requirements.
INSIDE SALES ACCOUNT MANAGER
NORD GEAR CORP
06.2008 - 02.2012
- Successful completion of Nord Gear Inside Sales Training Program
- Collaborated with cross-functional teams to devise strategic plans for maximizing sales opportunities within assigned territory.
- Demonstrated flexibility and adaptability by successfully managing accounts across various industries, showcasing versatility as an Inside Sales Account Manager.
- Balanced the need for proactive sales outreach with attentive account management, ensuring optimal performance in both areas.
CUSTOMER EXPERIENCE SUPERVISOR
NORD GEAR CORP
05.2003 - 08.2008
- Reduced response time to customer inquiries by implementing an efficient ticketing system that prioritized urgent requests for assistance.
- Effectively managed escalated customer situations, working towards mutually agreeable resolutions while maintaining professionalism at all times.
- Led a team of customer service representatives, fostering a supportive environment that encouraged growth and development.
- Collaborated with other departments to ensure seamless communication and support for customers throughout the entire purchasing process.
CUSTOMER SERVICE I
NORD GEAR CORP
01.1999 - 03.2003
- Participated in training sessions focused on product knowledge and communication strategies to enhance service quality.
- Provided support via phone, email, and chat channels, ensuring timely responses to all inquiries.
- Collaborated with team members in streamlining processes for better customer experience.
- Developed rapport with customers by actively listening and empathizing with their concerns.
- Coordinated efforts between departments to address complex customer issues efficiently.
FRONT OFFICE RECEPTIONIST
NORD GEAR CORP
06.1998 - 06.1999
- Reduced wait times for callers, promptly answering phone lines and directing calls as needed.
- Interacted with customers by phone, email, or in-person to provide information.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Maintained a high level of professionalism while handling sensitive customer information, ensuring privacy and confidentiality.
- Ensured a welcoming atmosphere for guests with efficient check-in and check-out procedures.
Education
BBA - Business Administration And Management
STRAYER UNIVERSITY
CHARLOTTE, NC05.2022
Skills
- Complex Problem-Solving
- Team Leadership
- Teamwork and Collaboration
- Strategic Planning
- Attention to Detail
- Reliability
- Time Management
- Verbal and written communication
Certification
Lean Six Sigma
ISO 9001 Training
Quality System Training
Timeline
INTERNAL SALES III
NORD GEAR CORP
08.2017 - Current
TRAINING SPECIALIST
NORD GEAR CORP
03.2012 - 08.2017
INSIDE SALES ACCOUNT MANAGER
NORD GEAR CORP
06.2008 - 02.2012
CUSTOMER EXPERIENCE SUPERVISOR
NORD GEAR CORP
05.2003 - 08.2008
CUSTOMER SERVICE I
NORD GEAR CORP
01.1999 - 03.2003
FRONT OFFICE RECEPTIONIST
NORD GEAR CORP
06.1998 - 06.1999
BBA - Business Administration And Management
STRAYER UNIVERSITY
Lean Six Sigma
ISO 9001 Training
Quality System Training
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