Angelica Tolosa
Henderson,NV
Summary
Results-driven Management professional with experience in contact center operations, sales, production management, organizational development and team building within diverse industries. Highly adept in planning, coordinating and executing successful production strategies. Track record of improving operational stability, efficiency and profitability. Strong collaborator with senior stakeholders, effectively prioritizing activities, translating business requirements into solutions and achieving defined objectives.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Sales Manager
Unified Health
11.2020 - Current
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications.
- Managed daily operations effectively, ensuring timely completion of tasks and accurate reporting of results.
- Improved communication within the team through regular meetings, updates, and open channels of communication.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
Operations Manager
24-7 Intouch Las Vegas
03.2018 - 11.2020
- Enhanced group productivity by developing and implementing new strategies.
- Identified and corrected performance and personnel issues to reduce impact to business operations.
- Conducted employee evaluations and reviews.
- Coordinated extensive planning required for complex contracts, including development of project milestones and budget.
- Oversaw financial management activities, including budget management, accounting and payroll.
- Devised business and technology strategies to create performance metrics, reporting and analysis systems in support of investigative operations.
- Examined problem-solving concepts, including quantitative methods and techniques and approaches to optimize organizational operations and facilitate decision-making.
Account Supervisor
24-7 Intouch Las Vegas
02.2017 - 03.2018
- Supervising teams in 3 geographical regions averaging 15-25 staff at each location for the Essex Campaign.
- Monitored projects, disseminated information and answered concerns in order to cultivate and strengthen client relationships.
- Helped with strategic planning, project concept development and business improvements by contributing and implementing ideas.
- Created presentations with Power Point, Google Slides and Excel and presented to customers, project managers and other stakeholders.
Insurance Agent
APEX INSRUANCE TELESALES
10.2016 - 02.2017
- Identified potential clients with the provided leads
- Developed and maintained relationships with current customers and provided service and maintenance of renewal policies
- Ensured appropriate follow-up with members and clients to gain necessary information
- Prepared complete and accurate applications with underwriting acceptability for insurance carriers
- Utilized technology to communicate with clients, agents and strategic partners
- Remained current on latest industry trends by gaining comprehensive knowledge of financial and insurance products, services and best practices.
- Place phone calls to potential customers to educate them on services and products offered by the company
- Placed sales phone calls and answered customer calls
Life Insurance Agent
American Income Life
01.2016 - 10.2016
- Crafted clear, informative reports to explain life insurance policy features and benefits.
- Developed comprehensive financial plans for clients, ensuring proper coverage and security for their families.
- Retained existing clientele through regular follow-ups, policy reviews, and timely adjustments based on changing circumstances or needs.
- Leveraged industry knowledge to educate potential clients on the importance of life insurance, resulting in increased policy awareness and sales conversions.
- Analyzed customers' financial situations to recommend appropriate life insurance policies.
- Promoted products and services using upselling and other sales strategies.
CASHIER/SERVER -
NAPOLI PIZZA
02.2010 - 01.2016
- Worked closely to solve problems and handle customer concerns
- Worked with POS system to place orders, manage bills and handle complimentary items for dissatisfied customers
- Kept register accurate through correct billing, payment processing and cash management practices
- Collected credit card, cash and gift certificate payments from customers and made proper change for cash transactions
- Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business
- Performed complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs
Education
High School Diploma -
El Dorado High School
Las Vegas, NVBachelor of Science -
College of Southern Nevada
Las Vegas, NVSkills
- Process improvement strategies
- Multi-unit operations management
- Cost reduction and containment
- Workforce training
- Performance reporting
- Financial and cash flow analyses
- Business and Operations Management
- Quality assurance and control
- Management
- Project management abilities
- Data evaluation
- Client relationships
- Microsoft Office expertise
- Invoice processing
- Data archiving
- Sales expertise
- Performance Management
- Product Knowledge
Certification
Active Life and Health Insurance License
Timeline
Sales Manager
Unified Health
11.2020 - Current
Operations Manager
24-7 Intouch Las Vegas
03.2018 - 11.2020
Account Supervisor
24-7 Intouch Las Vegas
02.2017 - 03.2018
Insurance Agent
APEX INSRUANCE TELESALES
10.2016 - 02.2017
Life Insurance Agent
American Income Life
01.2016 - 10.2016
CASHIER/SERVER -
NAPOLI PIZZA
02.2010 - 01.2016
High School Diploma -
El Dorado High School
Bachelor of Science -
College of Southern Nevada
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