Angela Drake
Gulf Breeze,FL
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
7
7
years of professional experience
Work History
Customer Care Representative
Wellspect
08.2025 - Current
- Process orders, including the management of payments, resolution of escalated issues, tracking of shipments, and provision of invoice explanations.
- Assisted customers with inquiries, providing timely and accurate information regarding products and services.
- Handled customer complaints effectively, utilizing problem-solving skills to ensure satisfaction.
- Documented customer interactions accurately in CRM system, ensuring data integrity for future reference.
- Identified opportunities for upselling or cross-selling products during interactions, increasing revenue generation potential.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Interface with over 50 plus customers per day in a professional manner via telephone, fax, email, mail, and in person.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
MCCLabel
07.2022 - 05.2025
- Lead the comprehensive order life cycle management, including order receipt and processing, assessment of design specifications, quote updates, and coordination of production activities through to final delivery, ensuring alignment with project management best practices.
- Successfully managed a diverse portfolio of 118 clients from various cultural, socioeconomic, and professional backgrounds, fostering strong relationships built on trust and understanding.
- Implemented tailored communication strategies to address each client's unique needs and preferences effectively, ensuring a personalized experience that enhances satisfaction and loyalty.
- Proficient in multiple system workflows, including ERP, Radius/Vision, Salesforce, ServiceNow, Teams, SharePoint, Multi-Art, and Microsoft 365.
- Collaborate effectively with internal teams on design applications, quality concerns, customer compliance, quote updates, and production and scheduling, focusing on efficiency, accuracy, and initiative-taking problem-solving.
- Work collaboratively with sales, technical support, and other departments to resolve complex customer issues and enhance overall service delivery.
- Stay well-informed about company offerings, policies, and procedures to provide accurate and relevant customer support, demonstrating
Assistant Manager
Coach Outlet Store
08.2018 - 06.2022
- Led a team of 5-7 sales personnel on a daily basis in achieving sales targets through effective staff training and performance management.
- Implemented inventory control systems to optimize stock levels and reduce shrinkage.
- Developed and executed visual merchandising strategies to enhance customer engagement and store appeal.
- Analyzed sales data to identify trends, informing strategic decisions for product placement and promotions.
- Oversaw daily store operations, ensuring compliance with company policies and maintaining high standards of service.
- Resolved customer complaints effectively, enhancing satisfaction and loyalty through exceptional service recovery strategies.
- Supervised day-to-day operations to meet performance, quality and service expectations.
Education
Bachelor of Arts -
Appalachian State University
Boone, NC01-1988
Skills
- Client support
- Inbound customer service
- Accurate data entry
- Call center experience
- Customer complaint resolution
- Troubleshooting skills
- Relationship building
- Transaction processing
- Order fulfillment
- Upselling techniques
- Punctuality and reliability
- Customer data confidentiality
- Work prioritization
- Understanding customer needs
- Account updates
- Administrative and office support
- Microsoft office
- Salesforce CRM
- Sharepoint
- Brightree CRM
- Office equipment proficiency
Timeline
Customer Care Representative
Wellspect
08.2025 - Current
Customer Service Representative
MCCLabel
07.2022 - 05.2025
Assistant Manager
Coach Outlet Store
08.2018 - 06.2022
Bachelor of Arts -
Appalachian State University