Angela Vanover-Toler
Daniels,WV
Summary
Multi-tasking Team Leader, organized, and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
3
3
years of professional experience
Work History
Team Lead
TZ Insurance Solutions LLC
10.2022 - Current
- Monitored time and attendance.
- Audited team performance and compliance
- Evaluated staff performance and provided coaching to address inefficiencies.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Communicated KPIs outlined to inform employees of expectations.
- Boosted morale within team
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Worked different campaigns to provide optimal coverage and guidance for team members.
- Held weekly team meetings to inform team members on company news and updates.
- Effectively troubleshooting when technical issues arise.
Member Care Representative
TZ Insurance Solutions LLC
10.2021 - Current
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Providing excellent customer service by promptly answering clients inquiries.
- Cultivated an empathetic approach when dealing with frustrated customers, diffusing tension while finding solutions to their problems.
- Reduced call wait times by efficiently managing high call volumes.
- Managed high-pressure situations calmly, ensuring that each customer received best possible resolution.
- Processed policy updates and changes accurately, ensuring client needs were met in timely manner.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Documented customer interactions.
- Promoted positive work environment through active participation in team meetings.
- Maintained up-to-date knowledge of product and service changes.
- Mentored new personnel regarding company operations and procedures.
- Cross-trained and backed up other customer service managers.
Education
Associate of Applied Science - Business Administration
Valley College - Beckley
Beckley, WV12.2017
Skills
- Dependable
- Time management
- Multitasking
- Communication skills
- Actively listen
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Team motivation
- Goal Setting
- Problem-solving abilities
- Customer Service
- Customer Focus
Timeline
Team Lead
TZ Insurance Solutions LLC
10.2022 - Current
Member Care Representative
TZ Insurance Solutions LLC
10.2021 - Current
Associate of Applied Science - Business Administration
Valley College - Beckley