Angelina Sutton
Orlando,FL
Summary
Focused Customer Service professional with over 8+ years of success in leadership and staff supervision. Successful at promoting improvements in customer relations, administrative quality and project management. Top-notch professional at communicating with customers and employees to solve problems.
Overview
9
9
years of professional experience
Work History
Client Service Supervisor
GA Foods
Remote
08.2023 - Current
- Hired, managed, developed and trained staff, established and monitored goals and metrics, conducted performance.
- Assisted in improving department client grievance reports by 23% during my tenure.
- Handled administrative procedures to meet objectives set by boards of directors or senior management.
- Worked effectively as the team leader in a fast paced, high-volume work environment.
- Mastered the navigation of salesforce and trained all new department agents on company CRM database.
- Created clear expectations for the team, resulting in consistent high-quality service delivery to clients.
Customer Service Supervisor
Ambetter Healthcare
Remote
12.2021 - 08.2023
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Handled all escalated calls for the department via phone, email. and web chat
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
- Received certifications and gained experience navigating Windows Operating System and Windows based programs such as Microsoft Excel, Word, Outlook, SharePoint, Teams, and Project.
Customer Care Supervisor
First Horizon Bank
Hybrid
04.2017 - 12.2021
- Supervised employees at a high-volume, Call Center, addressing concerns and resolving issues, while ensuring adherence to company policies and procedures.
- Operated CRM system and Microsoft office tools while assisting 30+ customers a day
- Achieved a 20% increase in first call resolution by coaching and developing staff on effective communication,
conflict resolution, and customer service skills. - Improved voice operations by automating client correspondence, record tracking and data communications.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
Customer Service Representative Team Lead
Diamond Resorts International - Orlando Office
Orlando
08.2015 - 04.2017
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Managed escalated customer issues, ensuring swift resolution and maintaining positive relationships with clients.
- Conducted regular performance evaluations, setting clear expectations and providing constructive feedback to support professional growth.
Education
High School Diploma -
University High School
Orlando, FLSkills
- Well-Trained in Salesforce
- 50 wpm typing speed
- Customer Service
- Call Documentation
- CRM Software
- Microsoft Office
- Microsoft Excel
- Google Suite
- Training & Development
- Conflict Resolution
- Delegation and Supervision
- Sales Support
Timeline
Client Service Supervisor
GA Foods
08.2023 - Current
Customer Service Supervisor
Ambetter Healthcare
12.2021 - 08.2023
Customer Care Supervisor
First Horizon Bank
04.2017 - 12.2021
Customer Service Representative Team Lead
Diamond Resorts International - Orlando Office
08.2015 - 04.2017
High School Diploma -
University High School