ANGELICA WHITE
College Station,TX
Summary
Customer service leadership professional with 7+ years of management experience leading high-performing teams in fast-paced operational environments. Proven ability to improve key performance metrics, mentor leaders and associates, and foster high-engagement team cultures that deliver strong customer experience results. Skilled in performance coaching, operational strategy, and cross-functional collaboration to drive measurable business impact.
Overview
13
13
years of professional experience
Work History
TEAM MANAGER
Wayfair
02.2018 - Current
- Lead and develop a customer service team responsible for delivering high-quality customer experiences while meeting operational performance targets across multiple KPIs.
- Improved team PCSAT from 88.11% to 91.39% through structured coaching, call analysis, and personalized development plans.
- Drove operational performance improvements including ~2.5% increases in both LCR (49.54% → 52.04%) and RSF (94.06% → 96.46%) year over year.
- Foster a high-trust, collaborative team culture that promotes accountability, engagement, and alignment with company goals.
- Mentor fellow Team Managers by sharing performance management best practices and assisting with preparation for complex employee discussions.
- Coach associates to improve call efficiency, reduce hold times, and maintain high customer satisfaction through workflow optimization.
- Partner with Workforce Management to maintain compliance with attendance policies and documentation standards.
OFFICE MANAGER
Aggieland Construction, LLC
02.2017 - Current
- Oversee administrative operations including financial documentation, vendor coordination, scheduling, and business records management.
- Manage invoicing, billing, and financial tracking through QuickBooks.
- Coordinate documentation for contracts, applications, and compliance records.
- Support internal operations through scheduling, reporting, and vendor communication.
SALES CONSULTANT
AT&T
06.2013 - 02.2017
- Delivered consultative sales and customer service while consistently meeting performance targets.
- Supported store leadership with onboarding and training new team members.
- Managed account activations, cancellations, and service changes while maintaining data security.
Education
Associate of Arts -
BLINN COLLEGE
Bryan, TX05-2006
Skills
- Team Leadership & Development
- Performance Coaching
- KPI Optimization
- Customer Experience Strategy
- Operational Improvement
- Workforce Management
- Data-Driven Decision Making
- Conflict Resolution
- Cross-Functional Collaboration
- Bilingual Communication (English / Spanish)
Languages
Bilingual: English / Spanish
Timeline
TEAM MANAGER
Wayfair
02.2018 - Current
OFFICE MANAGER
Aggieland Construction, LLC
02.2017 - Current
SALES CONSULTANT
AT&T
06.2013 - 02.2017
Associate of Arts -
BLINN COLLEGE
LEADERSHIP IMPACT & ACHIEVEMENTS
- Selected as department Attendance/WFM Ticket Auditor, ensuring accurate corrective action documentation and policy compliance across teams.
- Recognized for strong mentorship and leadership influence, supporting peer managers with coaching strategies and performance management best practices.
- Successfully coached associates to improve Phone CSAT, call efficiency, and workflow processes through individualized development plans.
- Selected to pilot a new AI performance dashboard and provided operational feedback on translation accuracy and system functionality.
- Educated team members on AI call evaluation processes, increasing transparency and improving performance outcomes.
- Built a culture of trust and engagement that strengthened team alignment, accountability, and performance results.