Angela L Snow
Sioux Falls,SD
Summary
Resourceful Manager offering history of success coordinating and monitoring operations across various departments, including but not limited to customer service/sales management, team leadership, administration and call center environments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Knowledgeable about overseeing schedules, administration and training. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Overview
20
20
years of professional experience
Work History
Call Center Manager
NCB Management Services Inc.
08.2022 - Current
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Led daily team meetings to review performance, set targets and motivate staff.
- Established and oversaw performance targets for call center associates.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
Store Manager
American Rental
07.2013 - 03.2021
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Developed and implemented successful staff incentive programs to motivate employees.
- Supervised guests at front counter, answering questions regarding products.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Assisted with hiring, training and mentoring new staff members.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Interacted well with customers to build connections and nurture relationships.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained new employees on proper protocols and customer service standards.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
Accounts Manager
American Rental
07.2013 - 08.2015
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Generated financial and operational reports to assist management with business strategy.
- Reviewed and mitigated discrepancies to increase sales, reduce costs and streamline processes.
- Educated clients on new products or services to increase customer engagement with brand.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
- Identified partnership opportunities and established favorable business connections.
- Coordinated with internal teams to facilitate prompt delivery of client projects.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Completed filings and upheld strict compliance with regulatory agencies and supervisors.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue.
Education
Environmental Science
University of Louisville LOD
Louisville, KYSkills
- Constructive Feedback
- Employee Performance Reviews
- Professional Relationships
- Operational Efficiency
- Motivational Leadership
- Performance Improvement
- Performance Tracking and Evaluations
- Productivity Benchmarks
- Administration and Reporting
- Scheduling and Coordinating
- Negotiation and Conflict Resolution
- Employee Coaching and Mentoring
- Managing Operations and Efficiency
- Data Communications
- Personnel Recruitment
- Keyboard Entry
- Staff Training
- Inventory Accuracy
Timeline
Call Center Manager
NCB Management Services Inc.
08.2022 - Current
Store Manager
American Rental
07.2013 - 03.2021
Accounts Manager
American Rental
07.2013 - 08.2015
Environmental Science
University of Louisville LOD
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