Hi, I’m
Angela Thoma
Fayetteville,NC
Summary
Versatile Customer Support Manager highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail to manage processes and timelines to accomplish tasks.
Overview
20
years of professional experience
1
Certification
Work History
Harris TeeterFayetteville, NC
Assistant Customer Service Manager
05.2024 - Current
Job overview
- Conducted performance reviews for customer service staff.
- Assisted customers with inquiries, complaints and feedback.
- Identified training needs to improve customer service quality.
- Resolved escalated customer issues in a timely manner.
- Provided guidance to the team regarding operational tasks such as billing, refunds and returns.
- Trained new employees on company policies, procedures and practices related to customer service roles.
- Coordinated with other departments within the organization to ensure smooth operation of all activities related to providing services for clients.
State FarmFayetteville, NC
Licensed Insurance Producer
11.2023 - 05.2024
Job overview
- Analyzed customer needs and recommended suitable insurance policies for them.
- Maintained regular contact with clients to review their existing policies and suggest new coverage options.
- Prepared quotes for clients based on their individual requirements.
- Assisted in resolving client claims issues related to insurance products.
- Researched underwriting guidelines to determine eligibility for specific products or services.
State FarmNiantic, CT
Licensed Producer
01.2023 - 10.2023
Job overview
- Developed and maintained strong relationships with clients, carriers, and other stakeholders.
- Performed detailed analysis of client needs and provided solutions accordingly.
- Assessed risks related to insurance policies and ensured compliance with regulations.
- Analyzed customer needs and recommended suitable insurance policies for them.
Colonial LifeNorwich, CT
Licensed Independent Agent
07.2022 - 01.2023
Job overview
- Specialized in selling supplemental insurance to small business.
- Created and maintained detailed records of client interactions and policy information.
- Assisted clients in selecting the most suitable insurance policies for their needs.
- Utilized a variety of communication methods to ensure clients were kept up-to-date on coverage changes.
Bankers LifeOld Saybrook, CT
Insurance Agent
04.2022 - 07.2022
Job overview
- Specialize in Medicare, life insurance, and long-term care.
- Provided customers with information regarding plan features, pricing, and availability.
- Educated customers on the importance of maintaining adequate insurance coverage.
- Resolved customer complaints in a timely manner to maintain high satisfaction levels.
LenscraftersOld Saybrook, CT
Eyewear Lab Manager
05.2005 - 04.2022
Job overview
- Kept equipment maintained, facility clean and organized and inventory stocked to maximize performance
- Kept laboratory in compliance with applicable guidelines and laws
- Managed operational documents and produced training reports detailing activities
- Determined quality department standards, practices and procedures
- Applied coaching techniques and tools to support managers and team members in improving performance
- Inspected products and worker progress throughout production
- Interviewed, hired and trained lab technicians to produce quality eyewear
- Trained staff, scheduled work hours and kept up to date on KPI's for the business
- Utilized I Pad and digital equipment to conduct sales of eyewear
- Resolved customer service issues to maintain happy clientele
Education
Three Rivers Community CollegeNorwich, CT
Associate of Arts from General Studies
05.2002
Skills
- Goal setting
- Quality control
- Solutions planning
- Team development
- Account updates
- Expertise in sales
- Training and mentoring
- Schedule management
- POS system operations
- Customer relations
- Budget control
- Cross-functional collaboration
- Conflict resolution
Certification
- Property & Casualty License
- Life & Health Insurance License
Timeline
Assistant Customer Service Manager
Harris Teeter
05.2024 - Current
Licensed Insurance Producer
State Farm
11.2023 - 05.2024
Licensed Producer
State Farm
01.2023 - 10.2023
Licensed Independent Agent
Colonial Life
07.2022 - 01.2023
Insurance Agent
Bankers Life
04.2022 - 07.2022
Eyewear Lab Manager
Lenscrafters
05.2005 - 04.2022
Three Rivers Community College
Associate of Arts from General Studies