Angelicia Donaldson
New Baltimore,MI
Summary
Dynamic leader and problem-solver with a proven track record at Kelly Services and Proctor Financial Inc. Excelled in enhancing customer satisfaction and mentoring teams, leveraging skills in customer care and system management. Demonstrated ability to exceed service levels through effective training and quality control, embodying a positive attitude and a commitment to continuous learning.
Overview
20
20
years of professional experience
Work History
Agent
Kelly Services
11.2020 - Current
- Resolved caller issues quickly and thoroughly.
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Mentored new hires
- Responding to chats on inquiries regarding available jobs
- Monitoring Kelly's Facebook and Twitter social media accounts.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Efficiently trained on InContact, ServiceNow, Peoplesoft, Bullhorn/Peoplenet, Frontline and KSN
Engagement Specialist
Kelly Services
09.2012 - 03.2020
- Effectively handled customer services calls for school administrators and teachers.
- Assigned substitutes to open assignments for schools.
- Trained new hires efficiently on scheduling absences and assigning substitutes
- Maintained email queue
- Effectively used AESOP and microsoft products, multiline systems and sharepoint.
Team Leader/Quality Control Specialist
Proctor Financial Inc
09.2004 - 04.2019
- Supervised team of 8 processors to ensure compliance was met with procedures and quality requirements.
- Trained processors and call representatives thoroughly on all systems and new processes.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Set performance expectations for the team by monitoring and reviewing claims, loss draft paychecks towards goals and providing constructive feedback as needed.
- Assisted with Switchboard transfers
- Efficiently trained on Fiserv, IIM, Loss Draft Module, Flagstar IDM, Glenn System, Black Knight, Mortgage Serv, As400 and standard office equipment.
Education
Osborn High School
Detroit, MIGeneral Business
Macomb Community College
Warren, MISkills
- Problem-solving skills
- Positive Attitude
- Customer service and care
- Organized
- Leadership
- Meeting Service Levels
- Attentive to details
- Accessing multiple systems
- Ensuring customer satisfaction
- Documenting information
- Persuasive Speaking
- Always willing to learn
Mentoring with Boys and Girls Club of NJ and community services with The Adult Social Club of Brook
Able to learn new systems quickly and can adapt to changes seamlessly. Immediately adjust to any changes and procedures.
Constantly striving to provide customer satisfaction while maintaining company expectations. Always maintain a high level of patience while working to meet all customer needs as quickly as possible. Strong resolution skills to de-escalate any situation.
Timeline
Agent
Kelly Services
11.2020 - Current
Engagement Specialist
Kelly Services
09.2012 - 03.2020
Team Leader/Quality Control Specialist
Proctor Financial Inc
09.2004 - 04.2019
Osborn High School
General Business
Macomb Community College