Angela Trujillo
Ogden
Summary
Experienced with leading customer service teams to ensure top-notch customer satisfaction. Utilizes strategic planning and process improvements to boost efficiency. Track record of developing team capabilities and resolving customer issues effectively.
Overview
11
11
years of professional experience
Work History
Customer Service Manager
Insure-rite
02.2021 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Customer Service Representative Team Lead
Insure-rite
02.2019 - 02.2021
- Served as a liaison between management and staff, effectively communicating updates on company policies and procedures.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
Customer Service Representative & Data Analyst
Insure-rite
02.2014 - 02.2019
- Met customer call guidelines for service levels, handle time and productivity.
- Managed data entry tasks for numerous contracts, ensuring accuracy and timely completion.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Sought ways to improve processes and services provided.
Education
High School Diploma -
Taylorsville High School
Taylorsville, UTSkills
- Skilled trainer
- Employee scheduling
- Work prioritization
- Project management
- Conflict management
- Handling escalations
- Quality assurance
- Team building and leadership
- Adherence to high customer service standards
- Problem-solving
Timeline
Customer Service Manager
Insure-rite
02.2021 - Current
Customer Service Representative Team Lead
Insure-rite
02.2019 - 02.2021
Customer Service Representative & Data Analyst
Insure-rite
02.2014 - 02.2019
High School Diploma -
Taylorsville High School