Angela Alexander
Peoria,OK
Summary
Experienced Financial Services Consultant and proven customer service leader skilled in building lasting customer relationships by understanding customer needs and accounts and managing customer relationships to achieve sales and retention goals. Dedicated to generating customer goodwill and loyalty by developing key relationships with decision-makers.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Progressive Leasing
Glendale, AZ
10.2024 - Current
- Trained new representatives on company policies and effective communication strategies for improved service delivery.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Collaborated with cross-functional teams to streamline operations and reduce response times for customer requests.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
Financial Services Representative
Gatestone & Co. Inc
Peoria
01.2024 - 08.2024
- Answering inbound calls pertaining to customer service and billing support, accurately explaining a customer's bill, processing credit card payments, understanding promotional offers, supporting inquiries, and meeting KPI targets.
- Provided excellent customer service, resolving issues quickly and maintaining long-term client relationships.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Fostered positive company image by ensuring prompt and empathetic resolution of customer issues.
- Improved overall company performance by contributing to strategic planning discussions and offering retention-focused recommendations.
Collections Specialist
Ace Industrial Supply
Peoria
10.2022 - 12.2023
- Collect on past due accounts, initiate and schedule payment plans, follow up with customers, document account activity, and handle basic customer service issues.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
- Boosted overall collection efforts through building strong relationships with clients that fostered trust and open communication lines.
Paralegal/Client Retention
Lexington Law Firm & Progrexion Marketing
Peoria
07.2020 - 09.2022
- Completing calls for case reviews, collecting overdue payments, assisting with navigation on client website, processing payments, and meeting production and quality metrics.
- Reduced attorney workload by drafting routine legal documents such as pleadings, motions, and affidavits.
Customer Service Representative
XPO Logistics
Phoenix
10.2019 - 07.2020
- Making inbound and outbound calls to schedule deliveries, providing customer service, and resolving client issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy and understanding.
Area Supervisor
Ross Dress for Less
Phoenix
01.2016 - 01.2019
- Processing returns, cash handling, organizing fitting rooms, and providing customer service.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Provided ongoing coaching to staff members, promoting skill development and career progression.
- Oversaw daily operations to ensure adherence to company policies and procedures, maintaining consistency across all locations.
Education
Diploma -
Glendale High School
05-2010
Skills
- Highly rated Customer service (10 years)
- Financial Services
- Customer Relationship Management
- Cold Calling
- Customer Relationship Building
- Multiple Microsoft Programs Proficiency
- Paralegal Experience
- Quick Paced Data entry
- Impeccable Time management
- Creative problem solver
- Skilled Multitasker
- Heavily Self driven
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Customer Service Representative
Progressive Leasing
10.2024 - Current
Financial Services Representative
Gatestone & Co. Inc
01.2024 - 08.2024
Collections Specialist
Ace Industrial Supply
10.2022 - 12.2023
Paralegal/Client Retention
Lexington Law Firm & Progrexion Marketing
07.2020 - 09.2022
Customer Service Representative
XPO Logistics
10.2019 - 07.2020
Area Supervisor
Ross Dress for Less
01.2016 - 01.2019
Diploma -
Glendale High School