Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
Angela Varga

Angela Varga

Dedicated Leader
Trenton,MI
It is never too late to be what you might have been.
George Eliot

Summary

Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.

Overview

24
24
years of professional experience

Work History

Team Leader Client Experience

Rocket Mortgage
Detroit, MI
09.2020 - 09.2022
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
  • Facilitated training for associates through daily coaching and regular performance appraisals.
  • Provided constructive criticism regarding quality assurance on collections team phone calls.

Social Media Advocate

Rocket Mortgaget
Detroit, MI
10.2019 - 09.2020
  • Increased customer engagement through social media.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer requests for products, services and company information.
  • Investigated and resolved customer inquiries and complaints quickly.

Email/Chat Client Advocate

Rocket Mortgage
Detroit, MI
01.2016 - 10.2019
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Answered over 100 emails per shift to meet fast-paced call center demands.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Documented and detailed email and chat inquiries and complaints using call center's CRM database.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.

Phone Client Advocate

Rocket Mortgage
Detroit, MI
04.2015 - 01.2016
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Handled over 100 calls per day to address customer inquiries and concerns

Flight Attendant

Endeavor Airlines
Detroit, MI
03.2002 - 03.2015
  • Ensured aircraft and passenger compliance with policies, procedures, regulations and safety guidance.
  • Ensure safety and comfort of customers onboard aircraft.
  • Resolved passenger situations during flight involving disorderly passengers and medical emergencies.
  • Answered passengers' questions and provided solutions to issues arising during flights.
  • Greeted passengers, assisted with carry-on baggage stowage, and delivered onboard announcements.

Human Resources Receptionist

Edw. C. Levy Co.
Dearborn, MI
08.1998 - 03.2002
  • Delivered friendly assistance with new hires throughout interviewing and hiring process.
  • Filed paperwork, sorted and delivered mail, and maintained office organization.
  • Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
  • Confirmed appointments, communicated with clients and updated client records.
  • Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
  • Routed incoming mail and messages to relevant personnel without delay.

Education

High School Diploma -

Harry S Truman High School, Taylor, MI

No Degree -

Henry Ford College, Dearborn, MI

Skills

  • Understanding Customer Needs
  • Good Listening Skills
  • Responding to Difficult Customers
  • Calm and Professional Under Pressure
  • Efficient and Detail-Oriented
  • Call Center Operations
  • Customer Data Confidentiality
  • MS Office
  • Multitasking Abilities
  • Dependable and Responsible
  • Organization and Time Management
  • Good Telephone Etiquette
  • Teamwork and Collaboration

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Team Leader Client Experience - Rocket Mortgage
09.2020 - 09.2022
Social Media Advocate - Rocket Mortgaget
10.2019 - 09.2020
Email/Chat Client Advocate - Rocket Mortgage
01.2016 - 10.2019
Phone Client Advocate - Rocket Mortgage
04.2015 - 01.2016
Flight Attendant - Endeavor Airlines
03.2002 - 03.2015
Human Resources Receptionist - Edw. C. Levy Co.
08.1998 - 03.2002
Harry S Truman High School - High School Diploma,
Henry Ford College - No Degree,

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Angela VargaDedicated Leader